Laurent Minost schrieb:
Hi,
Checked on Google and OTRS mailing list archives for an answer to this question but can't find one. This may have something to do with development. I'm currently on the process of migrating to OTRS for a specific platform and in this way I was asked to restore back on OTRS all of our old Double Choco Latte tickets data so we wil have all historical tickets accessible through OTRS.
For the moment, I run into creating data in OTRS by sending custom mails containing old data and so let it create all necessaries entries by itself, so I'm using a lot all of these useful X-OTRS-* Headers BUT I wonder :
- is there any "hidden"/undocumented headers like X-OTRS-TicketID or X-OTRS-EmailDate ? It would help a lot because we need to keep Ticket Numbers the same between old and new ticketing system and for dates it would be better if we can keep original creation/modification/resolution dates from original emails.
No, there isn't. And it's kind of intentionally this way. Passing a ticket number is dangerous, because the very same number may exist already. and where you expect a new ticket to be created the mail would just be attached (best case) or you would end up with two tickets having the same number (worst case). Passing a date would make it too easy to spoof mails and destroy the reliably of the record. I realize neither risk really exists in your case, but for the general case we need to be careful with such features.
- does anyone see a better way to integrate back all of these datas into OTRS ?
You could write a custom postmaster filter doing just what you descibribed and pipe your mails into it. In a custom filter you're not restricted to the X-OTRS headers, but can use the OTRS internals to accomplish what you're looking for. hth, BB