osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
SLA routing incoming emails to tickets
I m testing v1.10 and am surprised how easy the app seems to be. Even so, I miss a manual for doing some config task.
For example, routing incoming emails to ticket, I want to specify a WORD in the subjet that allows to apply a filter relative to that word. For example:
- word query --> apply SLA bronze and set priority to low
- word incident --> appy SLA silver and set priority to normal
- word urgent --> apply SLA gold and set priority to high
I know it is not a good idea to change the SLA in each ticket but it is intented only for testing purpose only, and in order to understand how filters work, because I haven't found a manual explaing the best way to implement an email scoring through a determinant word.
Surely I am not doing something well, but instead of wasting more time, I would be grateful if anybody knows how to..
Thanks in advance to all community specially to active members like ntozier!