Hello Michiel
Aaaah, you are right! That sounds exactly like what I’m looking for. Let’s see if our client is willing to do a subscription then …
Regards
Jan Dreyer
IT Administrator / Operations Team / M-IT OMS
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Michiel Beijen
Gesendet: Mittwoch, 16. Januar 2013 09:01
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] respect foreign ticket IDs
Hi Jan,
What you're asking for is exactly what our "External Ticket Number Recognition" Feature Add-On does:
http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons...
Michiel Beijen
Senior Consultant
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
F: +31 71 8200 254
I: http://www.otrs.com
It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS –
Become a Subscription customer now ! - http://j.mp/OBoPuj
On Wed, Jan 16, 2013 at 8:52 AM, mailto:Jan.Dreyer@bertelsmann.de> wrote:
Hi David,
your solution sounds easy and I think I would be able to write such a script, thanks!
But:
On one hand I don’t like the idea of spreading this work away from the OTRS, on the other hand I _don’t_ control the mail server.
I _could_ do a fetchmail/procmail solution though, if nothing else works.
Regards
Jan Dreyer
IT Administrator / Operations Team / M-IT OMS
Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] Im Auftrag von David Boyes
Gesendet: Dienstag, 15. Januar 2013 16:47
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] respect foreign ticket IDs
I think that’s Utopia, isn’t it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers?
I would do this outside OTRS. If you control the mail server that receives mail for OTRS, give the client a specific alias for the automated reports and make sure their ticket number is in the Subject line. Write a script that extracts the subject line, parses out the foreign ticket # and looks it up in a database table. If not found, make an entry, and use the SOAP interface to create a ticket in OTRS. Capture the ticket # and put in the database table. If the foreign ticket # IS found, append it to the OTRS ticket # recorded in the database table.
No OTRS magic required, and no additional configuration to carry over to the next version of OTRS. Also pretty much transparent to the client, and can be easily replicated for multiple clients.
---------------------------------------------------------------------
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
