Hi Patrick, On Mon, Jul 14, 2003 at 01:03:11PM +0200, Patrick Zwahlen wrote:
[...] The way to get it working could be:
If the sender of a new request is "Siebel" then the OTRS parse the "Siebel-Ticket- Number" from the incoming email and use this Ticket-Number also as OTRS Ticket-Number (so you will have your reference between OTRS and Siebel).
OK, I think the trigger should be a matching string in the subject, and not the sender. We are actually getting those e-mails from different persons.
It's also possible.
BTW, what would happen in a stock OTRS setup if an e-mail comes in with a valid (but non-existing) ticket number ?
Normally a new ticket would be created (because it's no ticket there to add the email). In your case it should generate a new ticket with the "Siebel-Ticket- Number" in OTRS (because you want to get the ticket into OTRS!).
If that's all I would say it would take 2-3 developer days (incl. doc) to implement it.
Yes, we could do it if you want! :)
I would first try to understand this #§¬@! Siebel numbering logic. And I would also prefer to turn this into a general improvement, instead of a very specific feature... if possible !
This would be possible and more appreciated by the community! :)
Thx for your answer, Martin, and Best Regards. - Patrick -
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl