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Ticket filter help. Not working as desired.
This is my first question in the forum.
I am using the latest version of OST, 1.9.14.
I have a problem with OSTicket and its Ticket filter option.
The following is what I set in the filter 1 and filter 2
Filter 1 -- User email contains xxx then set priority to high -- Excecution order 1
Filter 2 -- Priority contains high then SLA plan is 24 hours.
So I raise 2 new tickets as follows
Ticket 1 - user email email@example.com -- The priority becomes high though I did not make any input in the priority but the system does not do my second check where the filter says if priority is high then SLA should be 24 hrs
Ticket 2 - user email as firstname.lastname@example.org with priority input as high -- Now the ticket checks for my priority and gives me an SLA plan of 24 hours without my giving an input of SLA plan.
My ticket filter is working fine but the dual level is what is not working. How can I overcome this?
Thanks in advance.