Hi Ali, this would only work if you write a custom Postmaster filter module, which would do what you described (Search for a regular expression pattern, that looks like a change number, and then use a change search to find such a change with that number, and link it with the ticket). It would be not so much effort, but requires some Perl programming. The module would have to be registered in the sysconfig and put into Kernel/System/PostMaster/Filter. You could take a look at the existing modules there to get an idea. If you need professional help to develop such a module please contact OTRS AG at milto:enjoy@otrs.com Best regards, Udo On 03.07.2013 10:31, Asma Ali wrote:

Thanks Udo for reply.

But I have different concern. I was wondering is it possible to have a post master filter of changes for example if some one send an email with Change Request number in email subject then system creates a ticket and link this ticket with the change

this can be useful if the change implementor is third party and when they finish their task they just simply send email to OTRS with Change number in subject and this email will automatically appended to existing change

-----Ursprüngliche Mitteilung----- Von: Udo Bretz An: ""\"OTRS:\"" <"OTRS:""@groupware01.otrs.com Verschickt: Di, 2 Jul 2013 11:25 am Betreff: Re: [itsm] Automatic creation of ticket when change is created

Hi,

this works out of the box if the ticket has the ticket type "RfC" (can be changed or other ticket types can be added in the sysconfig option ITSM Change Management -> Core::ITSMChange -> "ITSMChange::AddChangeLinkTicketTypes"

But the agent must be in the group "itsm-change". Then a menu link (ticket action) "Create Change" will be shown, which will lead you to the ChangeAdd-Screen. After Cretaing a change, it will be linked automatically with the ticket.

Best regards, Udo

On 01.07.2013 21:23, Asma Ali wrote:

...

Hi I am looking for a way to create a ticket when change is created and this ticket should be linked with this change automatically for example

Create an AutoLink between Change and Ticket .when a key User (Change Manager) creates a new change then this change should be linked to a automatically created ticket.

thanks

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