[otrs] X-OTRS-Headers - Usage

[Nils Breunese (Lemonbit)]

Duane Owens wrote:

> I am needing to create tickets via email from another system.  In  
> reading the documents, it is unclear on the format and methodology  
> for having OTRS receive emails (via POP3) and assign values based  
> upon values I am embedding into the email body.  Here’s a snippet of  
> what a typical email body looks like:
>
> Time: Tuesday, February 5, 2008 8:19:56 PM MST Severity: Major
> X-OTRS-CustomerNo: SKY
> X-OTRS-Service: VPN Tunnel
> X-OTRS-SLA: 1 - Critical Priority
> X-OTRS-Queue: SoD – Support
>
> OTRS should receive the email and create a ticket with the  
> CustomerNo, Service, SLA and Queue values but it doesn’t; it just  
> creates the ticket with the sysconfig default values.
>
> Any ideas on what I’m missing?

You shouldn't put those in the body, but in the header. Then you can  
use the PostMaster Filter feature to further act upon the presence of  
these headers. See section 5.14 'Filtering incoming messages' in the  
docs: http://doc.otrs.org/2.2/en/html/x1053.html

Nils Breunese.