I did something similar to this with RT and OTRS. There's a department
here that uses RT and we use OTRS, so I wrote a script that can accept
the piped output from sendmail (as an alias), parse the message subject
(which had the RT number in it) and add the RT number to one of the
FreeText fields. It also did a MySQL lookup on the ticket table to work
out which ticket number in OTRS was correct for that RT number and then
modified the subject line of the message to suit (added [Ticket#...]
because RT strips it out).
I suggest it might be a decent option for you.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Marco Vannini
Sent: Monday, 23 November 2009 9:36 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] freefield autofill
yes, it should be something like this.
ie, this is the incoming mail
from: ConfigurationManager
to: deployment, otrs
Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test
Environment
Body:
Availability in System Test environment.
Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System
Test environment on the Italian StarTeam server
Project: Business_Intelligence
View: REV-EBIS_209.0.6.B1_IT
CR implemented: n.a.
Bug Solved: 75948;76004
for the last two row I would like to get (for CR) n.a (or the values
that could be present) and (for Bug Solved) 75948;76004 and populate
freetext7 and freetext8 respectively.
On Sun, Nov 22, 2009 at 11:25 PM, James Morgan