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We'd like to set the priority of incoming tickets based on a known string ("[REG]") that prefixes the emails sent to the ticketing system.
Is it possible to do this?
Under 10.2 you have the Action Rules now where it allows you set various option of the tickets. This should do what you want.
Somehow, our previous admin was able to hack WHD such that it would set the priority of an incoming ticket based on the subject line of the email. That fix/hack was wiped out when we updated WHD, and it wasn't documented how he accomplished it.
My original thought was that this was done via /whd/conf/labels/CustomLabels.properties
...but after looking over the Labels.properties file, that doesn't appear to be the case. While we could wait until 10.2.x is released and stable, I was hoping someone might have some insight into how this was originally accomplished.