Re: [otrs] subject change opens new ticket

Hi, this is *exactly* what I just implemented for a customer of mine this week. I did not find any way to implement the functionality with out-of-the-box OTRS functions, so I wrote a PostMaster module that does, essentially, the following: 1. Parse incoming mails from the 'upstream' ticket management system to find out the external ticket ID 2. If there is already an OTRS ticket with the same external ticket ID, mark the new mail as a followup to it by changing the subject (must include the OTRS ticket ID) 3. If there isn't, store the ticket ID in a dynamic field in OTRS for the ticket There is some additional magic that replicates external ticket state and priority in OTRS, but essentially that's all there is to it. You'll need some experience in Perl, and some digging around in the OTRS developer API to make it work, but it's definitely not rocket science. Note that the dynamic field stuff reqires at least OTRS 3.1, with 3.0 and below you would need to use a TicketFreeText field for that purpose. Best regards, Peter. On 24.05.2012, at 01:24, ipguy wrote:

Thanks, unfortunately it's already set.

To clarify, we're not emailing another helpdesk system from OTRS, the emails are generated by the other helpdesk system due to our staff opening a case with our upstream provider.

Notification emails are then sent to our OTRS with there ticket number in the subject.

Can we filter against there ticket number to merge tickets ? instead of each new correspondance opening a new ticket in our OTRS

---------- Forwarded message ---------- From: Steven Carr Date: Wed, May 23, 2012 at 5:45 PM Subject: Re: [otrs] subject change opens new ticket To: "User questions and discussions about OTRS."

Generally I would avoid emailing other ticketing systems from OTRS, you can get into a very nasty "Thank you for your reply" email loop if auto-responses are enabled.

But you might want to enable PostmasterFollowUpSearchInReferences in Ticket -> Core::PostMaster - this will search the reference headers to see if it can match the email with an existing ticket.

Steve

On 23 May 2012 03:19, ipguy wrote:

...

hi all

just a quick question

i've setup OTRS months ago and all is working well except for one slightly annoying issue

as part of our support process, we are now asked to open a case with our upstream provider in there own support portal.

when doing so, our OTRS support email address is emailed with a "case opened" and then a "new case comment" email during interaction with the case.

does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of whether the case email includes additional text ?

This is done by default for any email to and from OTRS but our upstream providers case tickets are making a little difficult as we need to manually merge the tickets

Hope this made sense.

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