Re: [otrs] How to filter incoming mail looking for ticket number inthebody of a message

3 Jul 2007

      Well,
it's been easier than I thought
I just enabled the PostmasterFollowUpSearchInBody feature in SysConfig->Ticket->Core::Postmaster

I think I don't need to apply a specific filter, based on sender address, anymore, since this check is applied only to mails that do not have a ticket number in the subject.

Thanks for help

Gabriele
  ----- Original Message ----- 
  From: Greg Horne 
  To: 'User questions and discussions about OTRS.org' 
  Sent: Tuesday, July 03, 2007 2:20 PM
  Subject: RE: [otrs] How to filter incoming mail looking for ticket number inthebody of a message

      I think this may help.  You can add the following to your settings in Config.pm or search under SysConfig for the Core::Postmaster settings to see the explainations and set there.

      $Self->{'PostmasterFollowUpSearchInReferences'} =  '1';
      $Self->{'PostmasterFollowUpSearchInBody'} =  '1';
      $Self->{'PostmasterFollowUpSearchInAttachment'} =  '1';
      $Self->{'PostmasterFollowUpSearchInRaw'} =  '1';

  Have not tested, but looked at it as a requirement a while back.

  Have fun

  Greg Horne
  geh
  gehorne
    -----Original Message-----
    From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Gabriele D'Andrea
    Sent: Tuesday, July 03, 2007 7:15 AM
    To: User questions and discussions about OTRS.org
    Subject: [otrs] How to filter incoming mail looking for ticket number in thebody of a message

    Hi there, I need help to address a new situation

    Generally, every mail containing a ticket number in the subject, is automatically considered as a follow-up for the referenced ticket.

    We have a particulare situation:
    for some kind of tickets, we receive automatic notifications from a partner of ours, which we would like to include in the ticket history.
    The problem is that mails do not contain the ticket number in the subject, but in the body, and this behaviour is not customizable.

    So, we would like to do something like this:
    every mail arrived from the partner's address, must be considered a follow-up of the ticket stated in the body.

    Any idea on how to approach this? Where to look for?

    Thank you for any suggestion

    -- 
    Gabriele D'Andrea

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