I would like to create an EMail Postmaster Filter for incoming mails that attaches the mail to an existing ticket as an action. I think this is not possible at the moment, nor did I find a feature request for that.
My best guess to accomplish that was to set the title of the ticket accordingly as an action:
But this does not work. The action creates a new ticket with the title [Ticket#12345] instead. Apparently Zammad executes the postmaster filters after the target ticket has been determined.
So, my request would be to have an Action to append the EMail to a specific Ticket in the Postmaster Filter settings.
if that’s what you’re looking for, please change the category from feature request to technical assistance.
if that’s not your question/wish, please describe it using the template for feature requests.
Thanks for your reply, but unfortunally, this does not solve our problem.
So here my formal feature request:
Title: EMail Postmaster Filter Action to move E-Mail to specific Ticket
What is your original issue/pain point you want to solve?
I want the Postmaster Filter Actions to be extended with the Action Attach this mail to specific existing ticket.
See my initial post above.
Which are one or two concrete situations where this problem hurts the most?
We have a few systems that send automatic mails in case of error conditions, but we are not able to set the topic or contents for these mails. So any kind of follow-up detection will not work. Any error or warning mail from these systems create new tickets, but we want to collect these mails in one ticket per sending system.
Why is it not solvable with the Zammad standard?
The Postmaster Filter does not allow to set the destination ticket for this mail.
The Follow-Up Detection does not have any hint for detecting the destination ticked.
As a hosting customer, I checked with the Zammad Support. They told me that the Zammad standard is not able to solve my problem, and suggested to make this feature request.
What is your expectation/what do you want to achieve?
A Postmaster Filter Action Set Destination Ticket# would be the solution.
See 1) above.
It would be good, if you edit your first post with the template.
I never thought about systems, in which you can’t define what exactly they are sending.
As a matter of fact, I didn’t come across such systems so far. Maybe that’s why I first didn’t get the point of always merging the new mail to a specific ticket, I’d have to define as a sort of constant.
Maybe a possible workaround for as long this is not directly possible in zammad?!?:
Let the system not send the mails to your ticketsystem, but to a monitored mail. Every incoming mail then gets the specific [ticket#012345] attached before it’s destination is changed to you ticket system and send on it’s final way.
This monitored mail could use different rules depending on the sending system.
Yes, some kind of monitored mail system as an intermediate would solve the problem, but requires some work to set it up.
Nagging the manufacturer of the respective systems to allow setting the topic of the mails would solve it also.
I thought it would be easier to set all this up in Zammad, blue-eyed and naive, as iI was.
Unfortunately, I cannot edit my posts here, may be my userlevel is not high enough for this.
