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Use a ticket email filter to set owner of ticket from subject line

I have a remote monitoring system that monitors many servers and workstations for each of my ~30 managed IT services clients.

This system emails me when there's a problem.

In the subject line of the email, the organization to which the particular server or workstation belongs is named.

I would like to create a ticket filter that can assign the ticket to the proper user based on the organization name it finds in the subject line.

I don't see a way to do this with ticket filters.

Any suggestions?

Comments

  • edited December 2
    My understanding of osTicket is that agents are owners of a ticket. Only they can be assigned to a ticket and close a ticket. It is possible to use the "Issue Summary" in a filter to assign a ticket to an agent.

    So I think "assigning" it to a user is not possible without a modification of the system.
  • You could probably accomplish this in a plugin, in my plugin loadbalancer i change the staff member that the system will use: https://github.com/Micke1101/OSTicket-plugin-loadbalancer

    But you can use the changeowner function to well change the owner: https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L2253

    So in the plugin you'll need to teach it how to extract the information and create the user object.
  • edited December 5
    how about setting "ticket / issue summary" contains "whatever" and then actions assigns it? That's what I do but I am assigning it to the team or the end support agent, not the user.
  • There is no TicketFilterAction that assigns the end user, else that indeed could be an option.
  • Good suggestion Micke1101.

    Unfortunately, I'm no good with PHP. So I doubt I'll be figuring it out on my own.

    I'll keep my eyes peeled for a solution though.
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