Creating a ticket from a forwarded mail, and bugzilla
Hi, I am installing and configuring OTRS for our company and have a couple questions. 1. Is it possible to create a ticket from a mail that was forwarded from a regular e-mail client ? ie : a customer sends mail about a problem to an address which is not poped by otrs, but with a regular email client, say outlook. I would like to create a new ticket in OTRS by forwarding this mail to the otrs system. The trouble is, the newly created ticket has the agent's address as customerID, and I could not find anything relevant in the header which i could filter with procmail to set the original sender (the customer) adress as the owner of the ticket. 2. Has anyone tried some kind of interfacing with bugzilla ? The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page. Maybe the print view could be used to fill the form or show the info ? Thanks, Brice
Hi Brice, On Tue, Jan 27, 2004 at 10:56:42AM +0100, Brice Levy wrote:
I am installing and configuring OTRS for our company and have a couple questions.
1. Is it possible to create a ticket from a mail that was forwarded from a regular e-mail client ? ie : a customer sends mail about a problem to an address which is not poped by otrs, but with a regular email client, say outlook. I would like to create a new ticket in OTRS by forwarding this mail to the otrs system. The trouble is, the newly created ticket has the agent's address as customerID, and I could not find anything relevant in the header which i could filter with procmail to set the original sender (the customer) adress as the owner of the ticket.
That's a problem. Because it's really tricky to get the original sender of an forwarded email. If you want to do more matching, filtering, ... to do this, you also could write your own PostMaster filter... Advantage: you can use the OTRS libs to check some stuff (e. g. customer ...). PS: The most unix email clients are able to "bounce" emails (header, From, To, ... will not be changed).
2. Has anyone tried some kind of interfacing with bugzilla ? The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page. Maybe the print view could be used to fill the form or show the info ?
You could create html links with ticket data in the dtl files.
Thanks, Brice
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
2. Has anyone tried some kind of interfacing with bugzilla ? The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page. Maybe the print view could be used to fill the form or show the info ?
You could create html links with ticket data in the dtl files.
I've tried playing around with dtl files and modules, but could not find how to add and use new dtl files. I'd basically want a link in the zoom view to a form (here comes the new dtl, right ?), which would post the ticket in bugzilla. I have not seen where the approrpiate dtl is called. Is it the name of the function defined in Kernel/Output/*.pm ? I have also created a bugzilla queue, a bugzilla group and a bugzilla user (with appropriate rights), so any ticket sent to bugzilla is moved to that queue. Then i want to access tickets in this queue without having to log into otrs, with an link such as http://bugzilla:password@host/otrs/index.pl?action=Action=AgentZoom&TicketID =1 (this would actually be the info posted in bugzilla from otrs) but this does not seem to work, I get the login page. I suppose it is a matter of SessionID. Is this even possible to manage ?
Martin Edenhofer
Brice Levy
On Wednesday, January 28, 2004 4:09 PM
Brice Levy
You could create html links with ticket data in the dtl files.
I've tried playing around with dtl files and modules, but could not find how to add and use new dtl files. I'd basically want a link in the zoom view to a form (here comes the new dtl, right ?), which would post the ticket in bugzilla. I have not seen where the approrpiate dtl is called. Is it the name of the function defined in Kernel/Output/*.pm ?
Find all about dtls in chapter 16 in the manual: http://doc.otrs.org/cvs/en/html/dtl.html Especially, see "Create a new theme": http://doc.otrs.org/cvs/en/html/dtl-theme.html
I have also created a bugzilla queue, a bugzilla group and a bugzilla user (with appropriate rights), so any ticket sent to bugzilla is moved to that queue. Then i want to access tickets in this queue without having to log into otrs, with an link such as
http://bugzilla:password@host/otrs/index.pl?action=Action=AgentZoom&Tick etID
=1 (this would actually be the info posted in bugzilla from otrs) but this does not seem to work, I get the login page. I suppose it is a matter of SessionID. Is this even possible to manage ?
Yes, use the HTTP_AUTH module for this (1.2): http://doc.otrs.org/cvs/en/html/user-auth-backend.html#AEN691 Sorry for everything just being a rtfm, but I think you let these parts out, didn't you? Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Hi,
Find all about dtls in chapter 16 in the manual: http://doc.otrs.org/cvs/en/html/dtl.html Especially, see "Create a new theme": http://doc.otrs.org/cvs/en/html/dtl-theme.html
The manual explains how to modify and cutomize existing dtl files, but I could not find how to add a new one and integrate it into otrs : I do not see where the dtl are called from; thus creating a new dtl file is vain if I cannot use it.
Yes, use the HTTP_AUTH module for this (1.2): http://doc.otrs.org/cvs/en/html/user-auth-backend.html#AEN691
Thanks ! I'm working on 1.1.3 and did not dig the cvs doc as much, indeed. Does this mean the users (agents) created via admin-interface can't be used (as they are stored in DB) ?
Robert Kehl
Brice Levy
On Thursday, January 29, 2004 2:24 PM
Brice Levy
Find all about dtls in chapter 16 in the manual: http://doc.otrs.org/cvs/en/html/dtl.html Especially, see "Create a new theme": http://doc.otrs.org/cvs/en/html/dtl-theme.html
The manual explains how to modify and cutomize existing dtl files, but I could not find how to add a new one and integrate it into otrs : I do not see where the dtl are called from; thus creating a new dtl file is vain if I cannot use it.
Please visit the very last link - "Create a new theme" - as a new theme is the collection of dtl files that make up your OTRS.
Yes, use the HTTP_AUTH module for this (1.2): http://doc.otrs.org/cvs/en/html/user-auth-backend.html#AEN691
Thanks ! I'm working on 1.1.3 and did not dig the cvs doc as much, indeed. Does this mean the users (agents) created via admin-interface can't be used (as they are stored in DB) ?
The above authentication method authenticates againt $ENV{REMOTE_USER}, and doesn't care how you set it. The DB stored values are no longer used then, but you may query them from Apache's authentication modules, if needed. Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
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Brice Levy -
Martin Edenhofer -
Robert Kehl