Re: [otrs] [Close a ticket from a remote application]

I think that you may need to use the english states when setting them like this. Do you see a "StateType 'Fermé avec succès' not found!" in your log files? So, to close it, try using "X-OTRS-FollowUp-State: closed successful" instead. Does that work? -- /Sune _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 12:13 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] I thought too that OTRS made this matching by default. But visibly when i set the ticket id "Ticket#<ticketid>" in the subject and i add a "X-OTRS-FollowUp-State:Fermé avec succès" in the header it doesn't work and it create a new Ticket. I want to be sure that it's not a bad manipulation from me. Futhermore i searched informations about SOAP Interface but i'm not sure i can interact from a SOAP Java Client with OTRS SOAP Interface. _____ From: stt@lyngsoesystems.com To: otrs@otrs.org Date: Fri, 6 Jun 2008 11:56:09 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] Not tested very much, but i think that as long as the otrs can see "Ticket#: <ticketid>" in the subject, it should be able to match it to an existing ticket. OTRS does this matching by default. I didn't create any filters for it. I don't know how it works if otrs is configured to search the body for ticket ids as well. I'm not sure i'm seeing the same results everytime... I think the weekend must have started early on me. -- /Sune _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 10:48 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] During your test you have closed an existing ticket by sending a new mail with X-OTRS-FollowUp-State:closed successfully ( closed successfully, i suppose is the name of the state you want to set) in the header but how do you precise the ticket number to modify ? Have you set it in the mail subject like that : [Ticket#00000] where 00000 is the number of the ticket to precise the ticket to close ? Peharps it don't work for me because i don't precise correctly the ticket number to close. Is it necessary to create in addition a filter to make-work this solution ? Concerning the property "trusted", i have already verified, the pop3 account is marked as trusted. _____ From: stt@lyngsoesystems.com To: otrs@otrs.org Date: Fri, 6 Jun 2008 09:59:24 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help.

Date: Thu, 5 Jun 2008 21:21:23 +0200 From: sebastien.prudhomme@gmail.com To: otrs@otrs.org Subject: Re: [otrs] [Close a ticket from a remote application]

Hi,

I've not tested that case but it should be possible to do what you want.

Do you use an email with a X-OTRS-FollowUp-State header ? Do you set the ticket number in the subject ?

You can also use the SOAP web service.

2008/6/5 olivia hime :

...

Hi,

My company uses OTRS version 2.2.5. I have to close tickets from a remote application and i don't know how to proceed. I tested X-OTRS Header but unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket if i know its number with a simple mail ?

In advance thank you for your help. Best regards.

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