Hi, I am in the process of reviewing OTRS with the aim of piloting soon. Most of the configuration options work well and suit my requirements, however there is one that I cannot get to work, I have not found any information relating to this problem on the web. I have tried creating the following filter: Filtername: 01_agentresponse' Hit: Header 1: From Contents: (.*)@clearpace.com Header 2: X-OTRS-State Contents: new Set: Header 1: X-OTRS-State Contents: open
The aim of the filter is to allow agents to email a first response to the customer from BlackBerry/Mobile devices and for this to update the ticket state on the system so that the system does not log a missed SLA if the response is emailed in. The rule is not being applied - I check the logs, other rules are appearing but not this one. If I remove the Header2 element then it tries to apply the rule but the state of the ticket does not change. [Fri Jul 24 12:48:03 2009][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: <[MESSAGE_ID]>) I have tried adding the values in quotes, I have tried using the numeric values for the states from the database instead of state names. I have tried specifying the rule in the Kernel/Config.pm Without any success. Any help would be greatly appreciated. Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person.
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