On 2017-05-30 04:04 PM, Parag Bhalerao wrote:
Hello,
I have a customer who sends ticket number in email body in pre-defined format. I see that OTRS can read ticket numbers form email body (ref: http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Cor...), but I am not sure where I can specify format of the ticket number.
The format of ticket number in email body is
{CMI: MCID089682}
· Will it always be enclosed in pair of {}
· Will it always start with CMI:
· Will ticket number always be MCID followed by exactly 6 digits
What do you want to do with this number? Put it in a dynamic field or use it as the OTRS ticket #? You could do the dynamic field, but I doubt you can use it as the OTRS ticket. OTRS decides the ticket#.