Re: [otrs] Merging tickets from other ticketing systems

Hi Roman, [***] is indeed OTRS's equivalent of $1 (and $2, if more expressions are filtered, although I think that was broken until fixed in 2.4) If you actually want to match on the foreign (external) reference#, I think you will have to run an external script (checking OTRS, the database). Either simple, a unix script querying the database for the open OTRS case ID, or a 'real' perl script, using OTRS. I have a similar question outstanding. If you Google 'OTRS external script' you may find some ideas. I found similar threads concerning Nagios and Airt integration. Kind regards, Frans

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of brainstorm Sent: maandag 4 mei 2009 14:12 To: User questions and discussions about OTRS. Subject: Re: [otrs] Merging tickets from other ticketing systems

Hi Fran,

Thanks for your support ! I already tried with PostMaster::PreFilterModule, doing something like this on Kernel/Config.pm:

$Self->{'PostMaster::PreFilterModule'}->{'CERT-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => "CERT #([0-9]{3,6})", },

Set => { 'X-OTRS-TicketKey1' => CustomerReference, 'X-OTRS-TicketValue1 => [***], 'X-OTRS-Queue' => 'Incident', }, };

The queue placement is ok, but the actions I want to perform automatically are:

1) Search already open tickets on our system matching the incoming ticketID. 2) Merge those on a single ticket.

PD: Is [***] the actual value of the previous regexp or is it an example marker ? Isn't it "$1" by convention in perl ?

Thanks indeed ! Roman

On Fri, May 1, 2009 at 11:00 AM, Frans Stekelenburg wrote:

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Hi Roman,

The [PostMaster Filter] is the best option available, before starting to do complicated things. The simpelest is similar like we have in use (one of our partners send tickets as '##1234##'):

Wildcard matching with regexp like features is necessary, probably need some testing. The [***] as result is what you then need.

Add Postmaster filter:

Match Header 1: Subject, Value: ##([0-9]{3,6})## Header 2: From, value: EMAILADDRESS:service@someorganisation.inc

Set: Header 1: X-OTRS-TicketKey1, Value: CustomerReference Header 2: X-OTRS-TicketValue1, Value: [***] Header 3: X-OTRS-Queue, Value: <SOMEORG queue>

Further more you have options available like, let the other party send to a special e-mail address, have them send their ticket ID in a (OTRS) header variable, filter form fixed values in the body etc. etc.

gr, Frans

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of brainstorm Sent: donderdag 30 april 2009 13:37 To: otrs@otrs.org Subject: [otrs] Merging tickets from other ticketing systems

Hi ppl,

I'm sure that this is answered somewhere in the ML archives, but I wasn't able to find it though :-/

The issue is simple, but before jumping on writing a custom OTRS plugin I want to be sure that the functionality isn't already on mainline OTRS.

We cooperate with other organizations but they use RT or others. My (simple) intention is to merge incoming tickets by the foreign ID present in the subject, such as:

#193754

I've tried with Generic agent, but I cannot figure out how can it match a variable pattern.

Any suggestions or already done scripts/plugins for this ?

Thanks in advance ! Roman

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