Hello, I am currently in the process of allowing an external application (AIRT) to interact with OTRS. It would be very useful if there is an X-OTRS mail header that I can set that specifies to which ticket an incoming message should be linked. Is there such a header? In Table 5-4. "Function of the different X-OTRS-headers" I was unable to find the header that I need. Thank you, -Kees Northwave BV Fultonbaan 20 Postbus 1054 3430 BB Nieuwegein T +31 (0)30 6004727 F +31 (0)30 6004729 M +31 (0)6 52328887 E kees.leune@northwave.nl W www.northwave.nl http://www.northwave.nl/
On Fri, 24 Nov 2006 09:59:15 +0100 Kees Leune wrote:
to interact with OTRS. It would be very useful if there is an X-OTRS mail header that I can set that specifies to which ticket an incoming message should be linked.
Any specific reason for you not to use the ticket number in the Subject: line? -- Denis Jedig syneticon networks GbR http://syneticon.net/service/
-----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Denis Jedig Sent: Wednesday, December 06, 2006 2:00 AM To: dev@otrs.org Subject: [dev] Re: X-OTRS header for identifying ticket number?
On Fri, 24 Nov 2006 09:59:15 +0100 Kees Leune wrote:
to interact with OTRS. It would be very useful if there is an X-OTRS mail header that I can set that specifies to which ticket an incoming message should be linked.
Any specific reason for you not to use the ticket number in the Subject: line?
Yes, many :) The most important reason is that the subject line must adhere to certain externally imposed requirements, and an OTRS id is not included in that. This morning, I have however heard back from somebody else, who wrote: --- begin quote --- OTRS recognizes that a new message belongs to an allready existing ticket by - researching the subject of the message for the ticket number, - researching the message references - researching the body of the message for a ticket number - researching plain text attachments for a ticket number and - researching the raw message for a ticket number. In OTRS 2.1.3 the following config params are responsible for the behaviour for follow ups: $Self->{'PostmasterFollowUpSearchInReferences'} = '1'; $Self->{'PostmasterFollowUpSearchInBody'} = '1'; $Self->{'PostmasterFollowUpSearchInAttachment'} = '1'; $Self->{'PostmasterFollowUpSearchInRaw'} = '1'; --- end quote --- While this requires OTRS 2.1 and we have been using 2.0 so far, this is promising. It also gives me a reason to upgrade :-) -Kees
participants (2)
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Denis Jedig -
Kees Leune