Our legacy system (Kace) has been set up to assign the first email response to ticket to the agent the sent the reply.  In 1.10 it adds the reply as a collaborator and send the email to the end user.I attempted to use the email filters to accomplish this, but when it's a reply to an existing ticket the rule doesn't work.Can anyone point me to where the reply is processed to change this behavior myself?  I can't see to figure-out where its getting processed (class.mailfetch, class.mailparse, or class.ticket etc)

Ticket Filters only work on new tickets.I'm not aware of a way to make an email response assign the ticket after its already been created. Using the UI however you could turn on Admin panel -> Settings -> Tickets -> Claim on Response.So the first Agent (staff) to reply would claim the ticket.

Yeah that's working, problem is that most of our interaction is via emails.  I'll keep digging, currently it adds the staff member as a collaborator and emails the end user.  So it's half working, just need it to assign agent to a ticket.The ticket filter I thought would do the job but it doesn't update the already created ticket.  It will however create and assign the created ticket to the agent that sent an email to the system. so that half working as well.

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