Re: [otrs] [Close a ticket from a remote application]

6 Jun 2008

      I have already tested with english state and frensh state and both don't give results. I have precised the number ticket
in the subject and also in the body of the mail because i read that OTRS can match in all the mail elements. But everytime 
a new ticket is created without taking in consideration the existing ticket.
For the log files i don't have access to the OTRS Server so i can't check the error logs.
From: stt@lyngsoesystems.com
To: otrs@otrs.org
Date: Fri, 6 Jun 2008 15:06:42 +0200
Subject: Re: [otrs] [Close a ticket from a remote application]

I think that you may need to use the english states 
when setting them like this.
Do you see a "StateType 'Fermé avec succès' not found!" 
in your log files?

So, to close it, try using "X-OTRS-FollowUp-State: 
closed successful" instead.
Does that work?

-- 
/Sune 

From: otrs-bounces@otrs.org 
[mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime
Sent: 
6. juni 2008 12:13
To: User questions and discussions about 
OTRS.org
Subject: Re: [otrs] [Close a ticket from a remote 
application]

I thought too that OTRS made this matching by default. But visibly 
when i set the ticket id "Ticket#<ticketid>" in the subject and i add a 
"X-OTRS-FollowUp-State:Fermé avec succès" in the header it doesn't work and it 
create a new Ticket. I want to be sure that it's not a bad manipulation from me. 
Futhermore i searched informations about SOAP Interface but i'm not sure i can 
interact from a SOAP Java Client with OTRS SOAP Interface.

  From: stt@lyngsoesystems.com
To: otrs@otrs.org
Date: Fri, 6 Jun 2008 
  11:56:09 +0200
Subject: Re: [otrs] [Close a ticket from a remote 
  application]

  Not tested very much, but i think that as long as the otrs can 
  see "Ticket#: <ticketid>" in the subject, it should be able to match it 
  to an existing ticket.
  OTRS does this matching by default. I didn't create any filters 
  for it.

  I don't know how it works if otrs is configured to search the 
  body for ticket ids as well.

  I'm not sure i'm seeing the same results everytime... I think 
  the weekend must have started early on me.

  -- 

/Sune 

  From: otrs-bounces@otrs.org 
  [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime
Sent: 
  6. juni 2008 10:48
To: User questions and discussions about 
  OTRS.org
Subject: Re: [otrs] [Close a ticket from a remote 
  application]

  During your test you have closed an existing ticket by sending a 
  new mail with X-OTRS-FollowUp-State:closed successfully ( closed successfully, 
  i suppose is the name of the state you want to set)  in the header but 
  how do you precise the ticket number to modify ? Have you set it in the mail 
  subject like that : [Ticket#00000] where 00000 is the number of the ticket to 
  precise the ticket to close ? Peharps it don't work for me because i don't 
  precise correctly the ticket number to close. Is it necessary to create in 
  addition a filter to make-work this solution ?
Concerning the property 
  "trusted", i have already verified, the pop3 account is marked as 
  trusted.

    From: stt@lyngsoesystems.com
To: otrs@otrs.org
Date: Fri, 6 Jun 2008 
    09:59:24 +0200
Subject: Re: [otrs] [Close a ticket from a remote 
    application]

    A quick test in my setup, shows that setting the 
    X-OTRS-FollowUp-State header to closed successful actually 
    works.
    One thing though, the pop3 account must be marked 
    as trusted for it to work, i think.
    (Admin->PostmasterPOP3 
    Account-><account>)
     -- 
/Sune 

    From: otrs-bounces@otrs.org 
    [mailto:otrs-bounces@otrs.org] On Behalf Of olivia 
    hime
Sent: 5. juni 2008 23:51
To: User questions and 
    discussions about OTRS.org
Subject: Re: [otrs] [Close a ticket 
    from a remote application]

    Hi,

In fact i have already tested X-OTRS-State with the 
    ticket number in the subject but it didn't work. I haven't tried the one you 
    propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a 
    ticket state had been changed. I will test tomorrow. Concerning the SOAP Web 
    Service, i'm very interrested because i didn't know that OTRS proposes such 
    functionalities. Do you know where i can find more documentation about this. 

Thank you very much for your help.
...
Date: Thu, 5 Jun 2008 
    21:21:23 +0200
From: sebastien.prudhomme@gmail.com
To: 
    otrs@otrs.org
Subject: Re: [otrs] [Close a ticket from a remote 
    application]
Hi,
I've not tested that case 
    but it should be possible to do what you want.
Do you use 
    an email with a X-OTRS-FollowUp-State header ? Do you set
the ticket 
    number in the subject ?
You can also use the SOAP web 
    service.
2008/6/5 olivia hime 
    :
...
Hi,
My 
    company uses OTRS version 2.2.5. I have to close tickets from a 
    remote
application and i don't know how to proceed. I tested 
    X-OTRS Header but
unsuccessfully. Have you idea to resolve my 
    problem ? Can i close a ticket
if i know its number with a 
    simple mail ?
In advance thank you for your 
    help.
Best regards.
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