Re: [otrs] Create individual auto-ticket assignment based on email content

There is an “External/Foreign” ID recognition feature (add-on?) in ver3.3… It may be of use. Further Integration of External Systems with OTRS Help Desk 3.3 * Usage of multiple customer company databases. * Automatic storage of customer user data in ticket dynamic fields: This enables permanent storage in the ticket to improve reporting. * Recognition of external ticket numbers: In case two or more ticketing systems exchange emails, OTRS is now able to recognize ticket numbers from external systems and correctly assign incoming emails to existing tickets. * OTRS can now fetch email over POP3/TLS connections. This sounds like add-on feature which was introduced a few versions ago. Might be worth your investigation…? ps – Sorry for the top post… just following trends. ;) From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Scott R. Morgan Sent: Friday, January 2, 2015 4:08 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ From: otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 2:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Please let me know if http://forums.otterhub.org/viewtopic.php?f=60 http://forums.otterhub.org/viewtopic.php?f=60&t=22681 &t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan mailto:smorgan@mamafus.com > wrote: We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 tel:512.949.3229 Help desk (NEW!) 512-949-3236 tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.com http://scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs