Hi Roman, The [PostMaster Filter] is the best option available, before starting to do complicated things. The simpelest is similar like we have in use (one of our partners send tickets as '##1234##'): Wildcard matching with regexp like features is necessary, probably need some testing. The [***] as result is what you then need. Add Postmaster filter: Match Header 1: Subject, Value: ##([0-9]{3,6})## Header 2: From, value: EMAILADDRESS:service@someorganisation.inc Set: Header 1: X-OTRS-TicketKey1, Value: CustomerReference Header 2: X-OTRS-TicketValue1, Value: [***] Header 3: X-OTRS-Queue, Value: <SOMEORG queue> Further more you have options available like, let the other party send to a special e-mail address, have them send their ticket ID in a (OTRS) header variable, filter form fixed values in the body etc. etc. gr, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of brainstorm Sent: donderdag 30 april 2009 13:37 To: otrs@otrs.org Subject: [otrs] Merging tickets from other ticketing systems
Hi ppl,
I'm sure that this is answered somewhere in the ML archives, but I wasn't able to find it though :-/
The issue is simple, but before jumping on writing a custom OTRS plugin I want to be sure that the functionality isn't already on mainline OTRS.
We cooperate with other organizations but they use RT or others. My (simple) intention is to merge incoming tickets by the foreign ID present in the subject, such as:
#193754
I've tried with Generic agent, but I cannot figure out how can it match a variable pattern.
Any suggestions or already done scripts/plugins for this ?
Thanks in advance ! Roman --------------------------------------------------------------------- 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
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