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 <olhime@hotmail.fr>:
> > 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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> >
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