How to assing words or commands to agents

zaccarelliasbun

Hi, I want to create a ticket by reading words or commands from subject email. For example an email contain in the field Subject: "Holidays", so then check in the database who is the agent assigned to this command and create ticket for that agent. Each agent has assigned any commands or words for them.Can anybody help me if this feature it's possible? or How to?Thank you.Regards

ntozier

This is not a feature of osTicket at this time.But... you could use a ticket filter when you need to use REGEX matches on certain things to do things like assign a ticket to a specific department or agent or team.

zaccarelliasbun

And how do I can configure REGEX to assign tickets automatically when receive an email?Thanks

zaccarelliasbun

What "Rules Matching Criteria" will use for the field "Subject" to apply REGEX?- User Data (Email Address / Full Name / Phone Number / Internal Notes).- Tickets Data (Issue Summary / Priority Level / Issue Details).- Organization Data (Name / Address / Phone / Website / Internal Notes).- Help Topic (Topic ID).- Email Meta-Data (Reply-To Email / Reply-To-Name / Addressee (To and CC)).- User Information (Name / Email).- Custom Forms.

ntozier

Issue Summary

zaccarelliasbun

It's work, thank you.and what happens if I put all my Ticket Filter with Execution Orde: 1

ntozier

The ? entry for Execution orders reads: "Enter a number that controls the priority of the filter. The lower the number, the higher the priority this filter will have in being executed over against another filter that might have higher order of execution."