Question about ticket hook
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/
Hi Dirk, On Wed, Jan 14, 2004 at 11:14:21PM +0100, Dirk Scheer wrote:
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: [...]
Really? I checked it with your code. And it works fine for me! :)
Thx in advance Dirk -- http://www.scheernet.de/
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hello Martin, thx for your quick respone.
Really? I checked it with your code. And it works fine for me! :)
But not for me :( I've checked it again and the error is still there. Do you have used version 1.1.1? Dirk -- http://www.scheernet.de/
Hi Dirk, On Wed, Jan 14, 2004 at 11:38:24PM +0100, Dirk Scheer wrote:
thx for your quick respone.
Really? I checked it with your code. And it works fine for me! :)
But not for me :(
I've checked it again and the error is still there. Do you have used version 1.1.1?
No. 1.1.3. I attached CreateTickerNumber.pl, copy it to scripts/test/ (you need to create this directory). It's a test program, maybe it helps you. Modify line 65 if needed.
Dirk
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hello Martin,
I attached CreateTickerNumber.pl, copy it to scripts/test/ (you need to create this directory). It's a test program, maybe it helps you. Modify line 65 if needed.
This test program works for me too. Any combination is OK. But what the heck is going on in Postmaster.pm??? Dirk -- http://www.scheernet.de/
Hi Dirk, On Thu, Jan 15, 2004 at 12:10:26AM +0100, Dirk Scheer wrote:
I attached CreateTickerNumber.pl, copy it to scripts/test/ (you need to create this directory). It's a test program, maybe it helps you. Modify line 65 if needed.
This test program works for me too. Any combination is OK. But what the heck is going on in Postmaster.pm???
Set the $Self->{Debug} to 2 (in Postmaster.pm) and have a look into your otrs log file (after the next -FW followup). Kernel::System::PostMaster->CheckFollowUp() will log some infos. PS: In OTRS 1.2 the debug option will be taken from bin/PostMaster.pl -d<level> :)
Dirk
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hello Martin, Martin wrote: [...]
Set the $Self->{Debug} to 2 (in Postmaster.pm) and have a look into your otrs log file (after the next -FW followup).
Kernel::System::PostMaster->CheckFollowUp() will log some infos.
Thanks for this hint. I've found the problem. In postmaster.pl version 1.31 (component of OTRS 1.1.1) there is a check, if it is a forward. Since version 1.33 this check is removed. Now I've removed this check in my local version and the problem is solved. Dirk -- http://www.scheernet.de/
participants (2)
-
Dirk Scheer -
Martin Edenhofer