[otrs] How to filter incoming mail looking for ticket number in thebody of a message

[Greg Horne]

    I think this may help.  You can add the following to your settings in
Config.pm or search under SysConfig for the Core::Postmaster settings to see
the explainations and set there.

    $Self->{'PostmasterFollowUpSearchInReferences'} =  '1';
    $Self->{'PostmasterFollowUpSearchInBody'} =  '1';
    $Self->{'PostmasterFollowUpSearchInAttachment'} =  '1';
    $Self->{'PostmasterFollowUpSearchInRaw'} =  '1';

Have not tested, but looked at it as a requirement a while back.

Have fun

Greg Horne
geh
gehorne
  -----Original Message-----
  From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org]On Behalf Of
Gabriele D'Andrea
  Sent: Tuesday, July 03, 2007 7:15 AM
  To: User questions and discussions about OTRS.org
  Subject: [otrs] How to filter incoming mail looking for ticket number in
thebody of a message


  Hi there, I need help to address a new situation

  Generally, every mail containing a ticket number in the subject, is
automatically considered as a follow-up for the referenced ticket.

  We have a particulare situation:
  for some kind of tickets, we receive automatic notifications from a
partner of ours, which we would like to include in the ticket history.
  The problem is that mails do not contain the ticket number in the subject,
but in the body, and this behaviour is not customizable.

  So, we would like to do something like this:
  every mail arrived from the partner's address, must be considered a
follow-up of the ticket stated in the body.


  Any idea on how to approach this? Where to look for?

  Thank you for any suggestion


  --
  Gabriele D'Andrea

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