Ticket Filters - How to set up ?

pwes

Software looks great, however I can't find a detailed set up guide, and although using the admin section hints I should be able to do this, I'm failing miserably :(I've created a canned response and relevant department, and a ticket filter, but nothing I do or change will send my canned responseI've created a Ticket Filter with the following:filter name - web hostingEx Order - 98status - Activetarget - emailsRULES: match anyIssue Summary - contains -hostingIssue Summery - contains - webcanned response - Web Hostingdepartment - web hostingI'm sure it's something stupid I'm doing wrong, and your clues and suggestions or questions would be really appreciated - Thanks!!Pete

pwes

This is 1.8.1 BTW

ntozier

Did you enable the filter rule after you made it?

ntozier

As a side note I tried to set this up and also cannot get it to work. I think that the problem stems from the fact that we cannot match against the Issue Summary or Issue Details since neither will actually exist until after the ticket is made. We would need to match against email subject or email body. Anyway, ticket filters are slated for a revamp at some point so you may have to wait until then. Alternatively you can try opening an issue report at github, but since this doesn't appear to be a bug (it looks like a limitation of the ticket filters implementation).

pwes

Thanks for your reply !ntozier! Yes I had enabled it, just looks like it doesn't work then :-(Is there another way I should be doing this - All I want is to set up a series of auto reply/ responses to either the category selected or subject contents, which are specific to the issue being raised in the ticket.Also, is there a definitive user manual for the software anywhere, that actually details how to set things up, other than the very basic one I found ?

ntozier

Q: Is there another way I should be doing thisA: Not that I am aware of. I think that you wil have to wait until the ticket filters are revamped.Q: Also, is there a definitive user manual for the software anywhere, that

actually details how to set things up, other than the very basic one I

found ?A: Nope. But there are a number of sites that document things. the wiki, tmib.net, etc.

pwes

Thanks again ntozier

ntozier

Very welcome. :)I may have heard a rumor about a revamp in the wiki headed this way. But it's probably a good ways off still.I'm going to close this thread, but please feel free to post again if you have another question.