I have a crude out of the box solution...
Why not you ask them to mail all the tickets to your system's email id and thus get them all into your Postmaster queue. Each of the mail(foreign Ticket) will be asigned a new ticket number...
Big alternative: Use wsdl (Web Services Defination Language) and Provide Web Service to the Forign System.
I think OTRS Developers need to create this kind of service interface...
Regards
KartheeK
Bartlomiej Moczulski wrote:
hi all,
I need a solution for such a scheme:
We provide a support for our customers and that's a point where otrs is just
fine. Unfortunately some percent of calls is escalated to our partners and
some of them use their own ticketing systems.
Is it possible to accept an "alien" ticket id (eg. "ABCDEF-0123456") in otrs?
Or rather: what's the easiest way to do it?
If I had a ticket with foreign id, I could merge or link it to my original
ticket to have whole problem history in one place. Certainly no "In-Reply-To"
etc. fields are provided, so I just need to recognize answers by identifier
in Subject field.
Oh, one more thing - there is no way to make everyone keep our ticket id in
subject, unfortunately.
--
thanks in advance,
bm.
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