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.org [mailto: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.