RT-Extension-FilterRules
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rule groups* - *Select*, choosing a filter rule group, and then choosing
*Filters* from the page menu at the top.
Members of the groups you delegated access to in the steps above can
edit the filter rules by going to *Tools* - *Filter rules*. If they have
access to more than one filter rule group, they can then choose which
one's rules to edit from the list provided.
Click on the Create new filter rule button to create a new filter rule.
1. Give the filter rule a name, such as *"Escalate desktop wallpaper
requests"*.
2. Set the trigger type, as with the requirement rule above. For this
example, select *"On ticket creation"*.
3. Choose the conflict conditions, as with the requirement rule above.
For this example, click on the Add condition button, choose
*"Subject or message body contains"*, and type paste into the box
next to it.
select the *"General"* queue.
* Click on the Add condition button again, choose *"Subject or
message body contains"*, and type wallpaper into the box next to
it.
* Click on the Add value button underneath the box containing
wallpaper and type background into the box that appears.
* Click on the Add condition button again, choose *"Subject or
message body contains"*, and type desktop into the box next to
it.
5. Choose the actions to perform when this rule is matched. For this
example, click on the Add action button, choose *"Move to queue"*,
and select the *"Technical"* queue.
6. Choose whether to stop processing any further rules in this filter
rule group when this particular filter rule is matched.
By default, this is set to *"No"*, which means that even if this
Your new rule will be shown in the list. The conflicts, requirements,
and actions are detailed in the list. You will see that this new rule:
* Will never match, if the subject or message body contains the word
paste.
* Will match otherwise, if the ticket was created in the *General*
queue, and its subject or message body contains either of the words
wallpaper or background, *and* its subject or message body contains
the word desktop.
* When the rule matches, it will move the ticket to the *Technical*
queue.
For example, if someone creates a ticket in the *General* queue
mentioning desktop wallpaper or desktop background, the ticket will be
moved to the *Technical* queue, but if they mention desktop wallpaper
paste, the ticket will not be moved because of the conflict condition
about the word paste.
Usually you would not actually move tickets based on keyword matches,
this is just an example - though you may want to send notification
emails when certain words appear, or set custom field values or
priorities, for instance.
Filter rules are processed in order. In the list of filter rules, use
the *[Up]* and *[Down]* links to move filter rules up and down.
_Filters_ from the page menu at the top.
Members of the groups you delegated access to in the steps above can edit
the filter rules by going to _Tools_ - _Filter rules_. If they have
access to more than one filter rule group, they can then choose which one's
rules to edit from the list provided.
Click on the **Create new filter rule** button to create a new filter rule.
1. Give the filter rule a name, such as
_"Escalate desktop wallpaper requests"_.
2. Set the trigger type, as with the requirement rule above. For this example,
select _"On ticket creation"_.
3. Choose the conflict conditions, as with the requirement rule above. For
this example, click on the **Add condition** button, choose _"Subject or
message body contains"_, and type `paste` into the box next to it.
4. Choose the requirement conditions, as with the requirement rule above. For
this example:
- Click on the **Add condition** button, choose a _"In queue"_, and select the
_"General"_ queue.
- Click on the **Add condition** button again, choose _"Subject or
message body contains"_, and type `wallpaper` into the box next to it.
- Click on the **Add value** button underneath the box containing `wallpaper`
and type `background` into the box that appears.
- Click on the **Add condition** button again, choose _"Subject or
message body contains"_, and type `desktop` into the box next to it.
5. Choose the actions to perform when this rule is matched. For this example,
click on the **Add action** button, choose _"Move to queue"_, and select the
_"Technical"_ queue.
6. Choose whether to stop processing any further rules in this filter rule
group when this particular filter rule is matched.
By default, this is set to _"No"_, which means that even if this rule
matches, the rules after it will still be checked too.
For this example, leave it set to _"No"_.
message something like `Filter rule 15 created`. Click on the **Back**
button below that message to return to the list of filter rules.
Your new rule will be shown in the list. The conflicts, requirements, and
actions are detailed in the list. You will see that this new rule:
- Will never match, if the subject or message body contains the word `paste`.
- Will match otherwise, if the ticket was created in the _General_ queue, and
its subject or message body contains either of the words `wallpaper` or
`background`, _and_ its subject or message body contains the word
`desktop`.
- When the rule matches, it will move the ticket to the _Technical_ queue.
For example, if someone creates a ticket in the _General_ queue mentioning
`desktop wallpaper` or `desktop background`, the ticket will be moved to
the _Technical_ queue, but if they mention `desktop wallpaper paste`, the
ticket will not be moved because of the conflict condition about the word
`paste`.
Usually you would not actually move tickets based on keyword matches, this
is just an example - though you may want to send notification emails when
certain words appear, or set custom field values or priorities, for
instance.
Filter rules are processed in order. In the list of filter rules, use the
_\[Up\]_ and _\[Down\]_ links to move filter rules up and down.
lib/RT/Extension/FilterRules.pm view on Meta::CPAN
access to more than one filter rule group, they can then choose which one's
rules to edit from the list provided.
Click on the B<Create new filter rule> button to create a new filter rule.
=over
=item 1.
Give the filter rule a name, such as
I<"Escalate desktop wallpaper requests">.
=item 2.
Set the trigger type, as with the requirement rule above. For this example,
select I<"On ticket creation">.
=item 3.
Choose the conflict conditions, as with the requirement rule above. For
this example, click on the B<Add condition> button, choose I<"Subject or
lib/RT/Extension/FilterRules.pm view on Meta::CPAN
message body contains">, and type C<wallpaper> into the box next to it.
=item *
Click on the B<Add value> button underneath the box containing C<wallpaper>
and type C<background> into the box that appears.
=item *
Click on the B<Add condition> button again, choose I<"Subject or
message body contains">, and type C<desktop> into the box next to it.
=back
=item 5.
Choose the actions to perform when this rule is matched. For this example,
click on the B<Add action> button, choose I<"Move to queue">, and select the
I<"Technical"> queue.
=item 6.
lib/RT/Extension/FilterRules.pm view on Meta::CPAN
=item *
Will never match, if the subject or message body contains the word C<paste>.
=item *
Will match otherwise, if the ticket was created in the I<General> queue, and
its subject or message body contains either of the words C<wallpaper> or
C<background>, I<and> its subject or message body contains the word
C<desktop>.
=item *
When the rule matches, it will move the ticket to the I<Technical> queue.
=back
For example, if someone creates a ticket in the I<General> queue mentioning
C<desktop wallpaper> or C<desktop background>, the ticket will be moved to
the I<Technical> queue, but if they mention C<desktop wallpaper paste>, the
ticket will not be moved because of the conflict condition about the word
C<paste>.
Usually you would not actually move tickets based on keyword matches, this
is just an example - though you may want to send notification emails when
certain words appear, or set custom field values or priorities, for
instance.
Filter rules are processed in order. In the list of filter rules, use the
I<[Up]> and I<[Down]> links to move filter rules up and down.
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