Ticket filters

cjohnsonuk

I want emails that come in with a subject line of "New user: <username here>" to be assigned a help topic of "new user request" which has a form associated with it to collect information about the new user.
I have a ticket filter set with match all rules. The rule set is
ticket/Issue summary : starts with: "New User"
with filter actions of
assign team: "tech"
set help topic: "New User request"
set ticket status: "Assigned"

its enabled, set to be the 1st rule to run and associated with channel "Emails" (all of them)
but when send an email its creating with just the default topic and assignment

There are no errors in the system log.
Any ideas why this rule might not be working on the incoming emails?

Also if I change the help topic of this ticket to "new user request" and click the edit button to edit the ticket although the new user topic has additional forms associated with it they are not shown in the ticket for me to complete

KevinTheJedi

cjohnsonuk

Do regex instead and add ^New User.*. This says starts with New User and can have anything after it.

Cheers.

cjohnsonuk

KevinTheJedi I changed the rule to be reg exp rather than starts with and ^ New User.* as you suggested. osTicket added the surrounding/ and /ui for case insensitive and unicode matches and it does now match and trigger the "team assigned" and "help topic" and change the status to assigned. However I still had to add the forms manually, despite the forms being associated with the help topic. This is something the users that will be working on this type of ticket are unlikely to remember how to do due to the infrequency of this ticket type being used.

Also I've found I can close the ticket without completing the fields that are mandatory for that help topic as the mandatory fields are in the forms and the forms aren't automatically associated.

I looked in the filter actions to see if I can use the filters to add forms but it appears not. It would be nice if the forms were added as soon as the ticket has its help topic associated in the filter but adding forms through the filter would also be good

KevinTheJedi

cjohnsonuk

The system doesn’t add forms to emailed tickets. You always have to manually add the needed forms. If you look at the create method in class ticket the filters are ran after we check for help topic ID to add associated forms.

Cheers.

cjohnsonuk

Sad face emoji

Thanks for the information. Can I add this as a feature request, even if its in the form of a filter action to add a form to a ticket rather than rely on automatic assignment of forms based on assigned help topic??

Looks like this is already a filter request : https://github.com/osTicket/osTicket/issues/6019