Hi,
We have a Help Topic, "HT123" that includes forms "F1" and "F2". This works as expected every time that a ticket is created by a user with hands on the keyboard: a new Ticket with Help Topic HT123 displays F1 and F2 and we can perform data entry into F1 and F2 on the new ticket.
We also have Inbound email messages that are piped into the ticketing system. We have a Filter creates a new ticket with Help Topic "HT123" under specific conditions. This works.
We then added a Filter Action to the Filter above that will "Set Help Topic" to "HT123". The Help Topic value is set and displayed on the ticket by the automation as expected, however, F1 and F2 are not getting automatically added to the ticket.
We tried this for different Help Topics, all demonstrate the same behavior. Also, we can't change the Help Topic to another value and back to the correct value to get the Forms added, so we suspect that once a Help Topic is set, that its no longer possible to get Forms added by changing the Help Topic... thats fine, but means that perhaps the Help Topic is being set to a DEFAULT prior to the Filter Action?
Thoughts? Known bug? Trigger to add Forms is on the UI but not triggering from a Filter Action?
About this osTicket Installation
Server Information
osTicket Version v1.18.2 (53339df) — Up to date
Web Server Software Apache
MySQL Version 8.0.44
PHP Version 8.2.30
PHP Extensions
gdlib Used for image manipulation and PDF printing
iconv Useful for email processing
imap Useful for email processing
ctype Required for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone UTC
Database Information and Usage
Schema machineshop_kkmo1 (localhost)
Schema Signature 5fb92bef17f3b603659e024c01cc7a59
Space Used 843.78 MiB
Space for Attachments 814.52 MiB
Timezone UTC
