Hi Patrick, On Mon, Jul 14, 2003 at 12:17:54PM +0200, Patrick Zwahlen wrote:
[...] When a customer opens a new Service Request, we get an e-mail saying 'New SR: 1-ABCDE'. 'ABCDE' can be any alphanumeric character. What I would like to accomplish is to have OTRS get this e-mail, and actually open a NEW ticket, with a number of '1-ABCDE'. This means that I first need a new Ticket Numbering module to accomodate this strange Siebel numbering, and then I need a way to *force* the ticket number of a new ticket received by mail.
I have two questions:
1) Do you see this as feasible ? 2) How to choose the ticket number of a new ticket opened in OTRS ? (ie, not coming as a Siebel e-mail)
To answer question 2, I don't see any other solution that having *two* numbering modules... A regular OTRS one to open new tickets, and a *special* one to accomodate incoming Siebel Service Requests.
Any chance to get this working ?
I would say it's possible. But you need to "patch/work on" the OTRS-PostMaster code. The way to get it working could be: If the sender of a new request is "Siebel" then the OTRS parse the "Siebel-Ticket- Number" from the incoming email and use this Ticket-Number also as OTRS Ticket-Number (so you will have your reference between OTRS and Siebel). Right, you also need a own OTRS-Ticket-Number module if you get email-followups from your customer (to match the Siebel-Ticket-Number-Format). If that's all I would say it would take 2-3 developer days (incl. doc) to implement it. Yes, we could do it if you want! :)
BR, - Patrick -
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 12:38pm up 147 days, 22:05, 7 users, load average: 0.20, 0.24, 0.31