It really depends on what you are wanting to store in these fields? As far as I know they are visible by the agents by clicking on the "Free Text" link in the Ticket Zoom View - I'm not sure if the customer has access to these. If you have a web form for submitting requests into OTRS then you can create the X-OTRS headers and add them into the email. Or you can you the postmaster filters to basically filter an email and when you find the email you want specify a certain attribute e.g. any emails from j.bloggs@domain.com set the X-OTRS-Priority to "4 high" - we use this for certain email domains. Without any more information on what you actually want to achieve I'm not sure what else to suggest. Steve Daniele wrote:
Yes I read it. I don't understand what does it mean if I choose: Match: Header 1: Value:
and then Set: Header 1: Value:
What is the TicketKey? What does it applies to? What does it mean, that I found in the manual:
X-OTRS-TicketKey(1|2|...|16): [additional info key] --------------------------------------------------- Save additional info "key" to the incoming ticket.
X-OTRS-TicketValue(1|2|...|16): [additional info value] ------------------------------------------------------- Save additional info "value" to the incoming ticket.
Where the key is stored? Who can I see it in OTRS? Why do OTRS has to find "what_OTRS_finds" and then write a key equal to "What_I_want_to_set" Why it was not planed to write in the key, directly, "what_OTRS_finds"
I am getting crazy!!!!!
Can you help me, please? Thank you in adavance Steven.
Daniele
Steven Carr ha scritto:
Daniele wrote:
I added some TicketFreeKey to my local OTRS installation.
I would like to fill/populate them with infos coming from X-OTRS-header of email ticket. Is it possible? Have you looked at the section in the documentation for Filtering Incoming Messages: http://doc.otrs.org/2.2/en/html/x1053.html
Steve
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