Here attached the quick and dirty script that I&#39;ve implemented... obviously it lacks on security, file &amp; disk usage, performance, syntax and comments (and anything else ... :D ) but it is a skel to start with for anyone interested:<div>

<br></div><div><div>[otrs@otrsbox:/opt/otrs/bin]# cat crbugfix.sh </div><div>#!/bin/bash</div><div><br></div><div>TICKETNUMBER=$1</div><div>TICKETID=$2</div><div><br></div><div>. /etc/profile</div><div><br></div><div>#echo $1 $2 &gt; /tmp/arguments</div>

<div><br></div><div>mysql -r --user=otrs --password=xxxx otrs &lt;&lt;EOF &gt; /tmp/tempo</div><div>select a_body from article where ticket_id = ${TICKETID};</div><div>EOF</div><div><br></div><div><br></div><div>CR=`cat /tmp/tempo | grep &quot;CR implemented&quot; | awk -F\: &#39;{print $2}&#39;`</div>

<div>BF=`cat /tmp/tempo | grep &quot;Bug solved&quot; | awk -F\: &#39;{print $2}&#39;`</div><div><br></div><div>#echo ${CR} ${BF} &gt; /tmp/crbf</div><div><br></div><div>PREPEND=&quot;update ticket set &quot;</div><div>POSTPEND=&quot; where id = ${TICKETID};&quot;</div>

<div><br></div><div>if [ $CR = &#39;n.a.&#39; ]; then</div><div>   if [ $BF = &#39;n.a.&#39; ]; then</div><div>      exit </div><div>   else</div><div>      PREPEND=${PREPEND}&quot; freekey8 = &#39;DEFECT&#39;,  freetext8 = &#39;&quot;${BF}&quot;&#39;&quot;</div>

<div>   fi</div><div>else</div><div>   PREPEND=${PREPEND}&quot; freekey7 = &#39;CR&#39;, freetext7 = &#39;&quot;${CR}&quot;&#39;&quot;</div><div>   if [ $BF = &#39;n.a.&#39; ]; then</div><div>      echo do nothing &gt; /dev/null </div>

<div>   else</div><div>      PREPEND=${PREPEND}&quot; , freekey8 = &#39;DEFECT&#39; , freetext8 = &#39;&quot;${BF}&quot;&#39;&quot;</div><div>   fi</div><div><br></div><div>fi</div><div><br></div><div>UPDATE=${PREPEND}${POSTPEND}</div>

<div><br></div><div>#echo ${UPDATE} &gt; /tmp/update</div><div><br></div><div><br></div><div>mysql --user=otrs --password=xxxx otrs &lt;&lt;EOF</div><div>${UPDATE}</div><div>EOF</div><div><br></div><div><br></div><div>this has been tested successfully as a job lauched by the genericagent as /opt/otrs/bin/crbugfix.sh.</div>

<div><br></div><div>Ciao.</div><div><br></div><div>MV</div><br><div class="gmail_quote">On Mon, Nov 23, 2009 at 4:10 AM, Marco Vannini <span dir="ltr">&lt;<a href="mailto:marco.vannini@gmail.com">marco.vannini@gmail.com</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">I&#39;ve to rectify myself... CMD space in GenericAgent is more then enough for me because this mail goes to a generic queue and I just have to classify them. so, with the same criteria used in GA I can execute a script where it takes ticket_id (ARG[1]) and goes in article table with a batch select, it parse what I need and then, with the same ticket_id I make an update...<div>


<br></div><div>So simple ... I&#39;m so lazy...I&#39;m going to try this.</div><div><br></div><div>ciao,</div><div><br></div><font color="#888888"><div>MV</div></font><div><div></div><div class="h5"><div><br></div><div><br>

</div><div><div><br></div><div><br></div><div><div class="gmail_quote">
On Mon, Nov 23, 2009 at 12:43 AM, Marco Vannini <span dir="ltr">&lt;<a href="mailto:marco.vannini@gmail.com" target="_blank">marco.vannini@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">


Yes it might be, I thought that a trigger could be faster end easiest and would not impact the normal and clean flow that PostMasterMailbox implements. I was thinking at a script that could be executed by the GenericAgent too but I cannot see how having just ARG[0] and ARG[1] that I think they are not enougth for my job. So, probably I&#39;ll go <span style="font-family:arial, sans-serif;font-size:13px"><span>through a fetchmail/procmail solution that I think it&#39;s similar to what you told me.</span></span><div>



<font face="arial, sans-serif"><br></font></div><div><span></span><font face="arial, sans-serif">Thank you very mutch.</font></div><div><font face="arial, sans-serif"><br>
</font></div><div><font face="arial, sans-serif">cheers.</font></div><div><font face="arial, sans-serif"><br></font></div><div><font color="#888888"><font face="arial, sans-serif">MV<br>
</font></font><div><div></div><div><br><div class="gmail_quote">On Sun, Nov 22, 2009 at 11:54 PM, James Morgan <span dir="ltr">&lt;<a href="mailto:james.morgan@vernet.net.au" target="_blank">james.morgan@vernet.net.au</a>&gt;</span> wrote:<br>


<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">









<div lang="EN-AU" link="blue" vlink="purple">

<div>

<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">I did something similar to this with RT and OTRS.  There’s a
department here that uses RT and we use OTRS, so I wrote a script that can
accept the piped output from sendmail (as an alias), parse the message subject
(which had the RT number in it) and add the RT number to one of the FreeText
fields.  It also did a MySQL lookup on the ticket table to work out which
ticket number in OTRS was correct for that RT number and then modified the
subject line of the message to suit (added [Ticket#...] because RT strips it
out).</span></p>

<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p>

<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">I suggest it might be a decent option for you.</span></p>

<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p>

<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm">

<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt">From:</span></b><span lang="EN-US" style="font-size:10.0pt"> <a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a>
[mailto:<a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a>] <b>On Behalf Of </b>Marco Vannini<br>
<b>Sent:</b> Monday, 23 November 2009 9:36 AM</span></p><div><br>
<b>To:</b> User questions and discussions about OTRS.<br>
</div><b>Subject:</b> Re: [otrs] freefield autofill<p></p>

</div><div><div></div><div>

<p class="MsoNormal"> </p>

<p class="MsoNormal">yes, it should be something like this.</p>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal">ie, this is the incoming mail</p>

</div>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal">from: ConfigurationManager</p>

</div>

<div>

<p class="MsoNormal">to: deployment, otrs</p>

</div>

<div>

<p class="MsoNormal">Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT
Available for Test Environment</p>

</div>

<div>

<p class="MsoNormal">Body:</p>

</div>

<div>

<p>Availability in System Test environment. </p>

<p> Release REV-EBIS version REV-EBIS_209.0.6.B1_IT 
available for System Test environment on the Italian StarTeam server   </p>

<p> Project:        Business_Intelligence</p>

<p> View:           REV-EBIS_209.0.6.B1_IT </p>

<p> CR implemented: n.a.</p>

<p> Bug Solved:     75948;76004 </p>

<p> </p>

<p>for the last two row I would like to get (for CR) n.a (or
the values that could be present) and (for Bug Solved) 75948;76004 and
populate freetext7 and freetext8 respectively.</p>

<p> </p>

<p> </p>

<p class="MsoNormal"> </p>

<div>

<p class="MsoNormal">On Sun, Nov 22, 2009 at 11:25 PM, James Morgan &lt;<a href="mailto:james.morgan@vernet.net.au" target="_blank">james.morgan@vernet.net.au</a>&gt;
wrote:</p>

<div>

<div>

<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Sorry, I don’t understand the
request.  Are you wanting to parse the incoming message and then set
FreeText fields accordingly?</span></p>

<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p>

<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm">

<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt">From:</span></b><span lang="EN-US" style="font-size:10.0pt"> <a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a>
[mailto:<a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a>]
<b>On Behalf Of </b>Marco Vannini<br>
<b>Sent:</b> Saturday, 21 November 2009 2:43 AM<br>
<b>To:</b> User questions and discussions about OTRS.<br>
<b>Subject:</b> [otrs] freefield autofill</span></p>

</div>

<div>

<div>

<p class="MsoNormal"> </p>

<p class="MsoNormal">Hi
all,</p>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal">Is
there anyone that has an freefield autofiller just ready and modifiable ? I
mean something like a mysql trigger or something else that parse incoming mail
(so insert into) and take values and update the same record ?</p>

</div>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal">thanks
in advance.</p>

</div>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal">MV</p>

</div>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal"> </p>

</div>

</div>

</div>

</div>

</div>

<p class="MsoNormal"><br>
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