Hi, I have not tried it at all for something like this, but perhaps a little creativity with the "System Monitoring" package (available from the "OTRS->Admin->Package Manager" interface) could help you along. If not, I'm sure the Add-On that Michiel mentions will fit your needs perfectly. -- /Sune -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Renee B Sent: 16. januar 2013 09:43 To: otrs@otrs.org Subject: Re: [otrs] respect foreign ticket IDs Hi Jan, no magic. You said in the response to Davids mail that you are able to write a script for that purpose, so you likely will be able to write a postmaster filter for that. As I said the Postmaster filters you can create via web frontend aren't suitable here. You have to create a Perl module see http://forums.otterhub.org/viewtopic.php?f=81&t=18362&hilit=+Postmaster http://forums.otterhub.org/viewtopic.php?f=61&t=10837&p=42520&hilit=postmast... http://forums.otterhub.org/viewtopic.php?f=61&t=18186&p=71564&hilit=Postmast... ... This is not that much work... - Renée On 16.01.2013 09:05, Jan.Dreyer@bertelsmann.de wrote:
Hi Renée
That sounds like a lot of magic with regexp?! I still did not understand how to do the link. I think, an example would be nice:
FID = foreign ID OID = OTRS ID
Example: We already received a ticket with FID 0815 and it got the OID 1234. Incoming Mail with FID 0815.
PostmasterFilter: Match: Header 1: X-OTRS-TicketValue1 Value: [0-9]+ (????? No idea what has to go here) Set: Header 1: X-OTRS-????? Value: ?????
As you see, I have no idea * how to determine the corresponding OID * how to SET the matching OID
I'm sure though it can't be too difficult ... :-/
Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Renee B Gesendet: Dienstag, 15. Januar 2013 18:16 An: otrs@otrs.org Betreff: Re: [otrs] respect foreign ticket IDs
Hi Jan,
On 15.01.2013 16:20, Jan.Dreyer@bertelsmann.de wrote:
Hi Renée,
thanks for your answer. The installation I was referring to has 2.4.11 (upgrade is planned), but either with 3.X I have no idea how to link the incoming articles referring to the same case to ONE OTRS ticket via dynfields :(
Instead of a dynamic field you can use TicketFreeText as well ;-)
Regarding the matching: The postmaster filter looks for the foreign ticket id (either in the subject or in any other mail header field -- should be configurable). If it finds one, the filter searches for tickets with the foreign id in the freetextfield. If a ticket is found, the mail is handled as a follow up, otherwise it's a new ticket (and the foreign id is saved in the freetextfield).
- Renée
-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de --------------------------------------------------------------------- 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