I would write a separate simple POP3 program, which POPs the e-mails first, check the e-mail adress on your specific customer database, looks up the priority indication in the database and send/forward the e-mail according to this priority to a specific (OTRS) e-mail address ([EMAIL PROTECTED]/[EMAIL PROTECTED]/...). When receiving (POP) these e-mail addresses in OTRS it's easy to set the priority (postmaster filter) and route them to the same queue (I even would use different queues...)
Peter -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jack Doyle Sent: woensdag 26 januari 2005 14:26 To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? How else would you do it then? What kind of way are you thinking about? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Talley, Brooks [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 25, 2005 7:22 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? > > I've got a question about priorities: we have some customers who we'd > > like to automatically set to a higher priority when their ticket is > > first created from email. I could supply a column in the CustomerUser > > view that would either give a 1/0 indication or specify the actual > > priority that new tickets should be created at. Is that possible? If > > so, any tips? If not, any tips for where to hack the source > > to make it > > happen? > Couldn't you use the postmaster filter in the admin area for this? > > Have it check the "from" field and if it matches a certain > address, I believe you can set a flag to control the priority. Thanks for the idea... But unfortunately it's not going to work. In our case, there are many thousands of users who qualify for the higher priority on new tickets, and the data isn't static. I suppose I could do bulk dumps into mysql from the customeruser db, but that seems kind of an awkward way to achieve this. Any other thoughts? Thanks -b _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
