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 <james.morgan@vernet.net.au> wrote:

Sorry, I don’t understand the request.  Are you wanting to parse the incoming message and then set FreeText fields accordingly?

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Saturday, 21 November 2009 2:43 AM
To: User questions and discussions about OTRS.
Subject: [otrs] freefield autofill

Hi all,

Is there anyone that has an freefield autofiller just ready and modifiable ? I mean something like a mysql trigger or something else that parse incoming mail (so insert into) and take values and update the same record ?

thanks in advance.

MV

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