Well now don't I feel silly..... I *just* made this request on otrs@otrs.org and had no idea someone else was experiencing this issue. We use TicketKey/Value to store account specific data that is inserted into the e-mail headers once a user is authenticated by our front-end "e-mail us" application (not OTRS's customer interface). Since certain sensitive requests require that we ensure that the user has authenticated via our private interface, we sometimes ask customers to go back and resubmit their request with the ticket number in the subject field after logging in. The TicketKey/Value contains their username and customer number which we then use in the OTRS templates to display a link to our internal customer management application. This works fine when we're dealing with ticket creation, but not on follow ups. We hadn't noticed that it wasn't working until just recently when a user insisted they had authenticated even though the OTRS interface wasn't showing the expected data and we subsequently reviewed the e-mail headers. It seems that it would be a simple modification and we'd appreciate seeing it in future versions. I hope this provides at least one real-world case for implementing this for 2.0. Paul
-----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Monday, July 04, 2005 5:12 PM To: Development community of OTRS.org Subject: Re: [dev] Add TicketKey and Value in Postmaster/FollowUp?
Hi Thomas,
sure, there would be a way to implement TicketFreeText updates in FollowUp.pm.
But at first (maybe I have a other idea) tell me a example/scenario and I'll think about. :-)
PS: Thanks for the gpg bug report. :)
Martin
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Kaiser Dr., Thomas (LfStaD) wrote:
Hello,
We are investigating in an mechanismen to couple HP ServiceDesk and OTRS. One problem is the ticket reference on both sides. We agreed to keep each others ticket id and do update. We used the ticketkey and ticketvalue free fields for this. Unfortunately an update of ticket free fields is not included in FollowUp. Is there a possibility to implement this in the FollowUp.pm or any other ideas?
Regards
Thomas Kaiser
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