Are the agents that handle the tickets going to vary based upon these criteria? If not, maybe you might be overloading the intent of Queues.
On Tue, Feb 4, 2020 at 8:26 AM Manuel Martínez Valls <mmarti...@roig.com> wrote: > Hello, > > I would like to do somekind of filter depending on the subject, client id > and articleBody when receiving emails on a specific queue. > > I want to check the existence of many phrases (maybe 20 or more) on the > Body of the incoming Article, and depending on the match, sometimes, I want > to get a "field" following that text to compare with a threshold for that > field. > > The result will be a transition to a queue or another one. > > For similar but more simple things I'm using a PostMaster Filter, but > after reading a bit, I think it would be better to use Process Management > to do it. > > What would you recommend? > > Regards, > > Manuel Martínez > > > -- > > *Cuidemos del medio ambiente. Por favor no imprima este e-mail si no es > necesario. Please consider the environment before printing. * > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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