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
P.S. Powered by OTRS 2.1.7 _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev