[dev] BUG: X-Otrs-Articlevalue

[Martin Edenhofer]

Hi Alex,

do you know about the X-OTRS-FollowUp-* headers (see doc/X-OTRS- 
Headers.txt)?

Theses headers are used for follow ups.

The reason is, for example you use X-OTRS-Queue for a special sender  
and you get also an follow up from this sender, the ticket will moved  
on every follow up back to the queue which is set in the X-OTRS-Queue.

I hope it helps you!

Greetings,

  -Martin

On Oct 25, 2007, at 3:00 PM, Alex Mihicinac wrote:

> Hi,
>
> I've noticed some strange behaviour, this is the story:
>
> - articles are tagged via .procmail (X-OTRS headers)
> - when initial (article which generates new ticket) article arrives,
>  header tags are read and properly stored into database
> - when reply articles become to arrive, header tags are ignored,  
> values
>  are not stored into database
>
> Can someone explain that?
>
>
> Example articles:
>
> - .procmailrc
>
> :0 fhw :
> * ^TO(xxx|yyyyy|zzzzz)@domain\.org
> | formail -I "X-OTRS-Queue: somequeue" -I "X-OTRS-ArticleKey3: bounce"
> -I "X-OTRS-ArticleValue3: new";
>
>
> - initial article
>
> mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where
> id=423171;
> +--------+-----------+------------+-------------+
> | id     | ticket_id | a_freekey3 | a_freetext3 |
> +--------+-----------+------------+-------------+
> | 423171 |    176914 | bounce     | new         |
> +--------+-----------+------------+-------------+
> 1 row in set (0.01 sec)
>
>
> - reply article
>
> mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where
> id=423172;
> +--------+-----------+------------+-------------+
> | id     | ticket_id | a_freekey3 | a_freetext3 |
> +--------+-----------+------------+-------------+
> | 423172 |    176914 | NULL       | NULL        |
> +--------+-----------+------------+-------------+
> 1 row in set (0.00 sec)
>
>
> Best regards,
>
> Alex
>
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