Topic ID filter rule for ticket filter

siongyeeee

Hi all,

Currently, I am using osTicket version 1.9.4-2-g6eb609d (6eb609d). I would like to reject a ticket if the user does not select any help topic from the drop down list and send an auto reply to the user. I am thinking of using the functionality of ticket filter but I can't get the result that I want.

How to define the ticket rule for Help Topic ID to match with the empty help topic (no help topic is selected) and reject the ticket?

Thank you.

ntozier

ALL emailed tickets do not have a Help Topic unless you assign it one via Ticket Filter...?

siongyeeee

@[deleted]

Thanks for the reply. You are right! All emailed tickets do not have a Help Topic.

I want to reject the ticket if user submit ticket through email. However, I do not know how to define the ticket rule for Help Topic ID equals to empty and reject the ticket via Ticket Filter. Any idea how to reject for empty help topic ticket?

Chefkeks

Just another idea just came on my mind regarding your question... Create two ticket filters and use the ordering to execute them in the correct order. First ticket filter to assign all email tickets that match your criteria a specific help topic, second to reject all tickets with that help topic and warning the user with a canned response that the ticket was rejected.

siongyeeee

Thanks all for the reply.

Finally, I have sorted out how to define the rule correctly and I can reject the ticket now if the user submit the ticket through email which will end up with empty help topic. The rejected ticket can be checked from the Admin Panel -> Dashboard -> System Logs.

However, I'm still having problem to send the canned response to the user after he/she submitting the ticket via email in order to inform he/she that the submitted ticket is rejected.

I have done the settings (Admin Panel -> Manage -> Ticket Filter) as follow:

For Target Channel, I choose for Emails option and Filter Actions, I checked for Reject Ticket and Reply-to Email. I have chosen one option for the Canned Response as well.

Did I miss out anything in order to send the canned response to user after he/she submitting the email? Thank you.

siongyeeee

Hi all,

I can reject the ticket but sending the canned response seems to be not working after rejecting the ticket. Is there any idea on how to solve this?

Thank you.

Chefkeks

@[deleted]Sorry for late response, but I ran into this issue today as well.Unfortunately it seems not possible to reject a ticket and send a canned response to the user that his/her ticket was rejected.Even with 2 filters (filter 1 to send the canned response and filter 2 to reject the ticket) it does not work. It rejects the ticket, but it does not send the canned response to the user.