[dev] Question about ticket hook

14 Jan 2004

      Hello out there,

I've written my own TicketHook. But I've one problem. A new ticket is 
correctly created with the TicketHook "Ticket#: 20040114/0006". Now I forward 
a message to the customer. The customer gets a mail with the following 
subject "[Ticket#: 20040114/0006-FW] ...".

If the customer replies to this mail with a subject "Re: [Ticket#: 
20040114/0006-FW] ..." a new ticket is generated in OTRS. But if the customer 
changes the subject of his reply to "Re: [Ticket#: 20040114/0006] ..." his 
answer is assigned to the right OTRS-ticket.

Can anybody give me a hint, what is going wrong here (OTRS 1.1.1)?

Here's the code:

sub GetTNByString {
    my $Self = shift;
    my $String = shift || return;

    # --
    # get needed config options
    # --
    my $TicketHook = $Self->{ConfigObject}->Get('TicketHook');

    # --
    # check ticket number
    # --
    if ($String =~ /$TicketHook:+.{0,1}([0-9]{8}\/[0-9]{4})\-FW/i) {
        return $1;
    }
    else {
        if ($String =~ /$TicketHook:+.{0,1}([0-9]{8}\/[0-9]{4})/i) {
            return $1;
        }
        else {
            return;
        }
    }
}

Thx in advance
Dirk

-- 
http://www.scheernet.de/

[dev] Question about ticket hook

Dirk Scheer