Change owner of ticket based on body of email

ajneil

The issue I am trying to address stems from tickets being forwarded from another ticketing system. The email body contains the ticket information with the original sender's email, however the email originates from a generic email address. Clearly the owner of the ticket is not going to be the generic email address, so I'd like to have a filter that would automatically extract the owner from the body of the email set that as the owner instead.

Any ideas if this is possible?

KevinTheJedi

ajneil

The only way you'd be able to accomplish this is if the other system includes the User's real email address in the incoming emails' Reply-To header. That way you can create a Ticket Filter, set the Filter Criteria to match other system's email (User / Email Address > equals > other system's email), and set the Filter Action to Use Reply-To Email.

Cheers.

ajneil

KevinTheJedi
Thanks, that's a good notion I think we may be able to do that.

JDeTeves

@KevinTheJedi I have a slightly different use case that is similar. We have messages coming in for vulnerability notifications that contain the Org Name in the message body.

We'd like to automatically change the ticket owner to the org's primary contact based on whether the org name is found in the message.

I understand this is probably not possible at the moment but it would be a nice feature to have.

KevinTheJedi

JDeTeves

Feature Requests are made on Github:

https://github.com/osTicket/osTicket

Just make sure you do your due diligence and search for any existing feature requests/issues on the same topic beforehand to avoid duplicates.

Cheers.