Postmaster filters - custom headers?
Hi, If I want to use a custom header to set a value in OTRS, can I use X-OTRS-TicketValue1? If not, would it break things if I'd use the X-OTRS-SLA header value and modify it using a posmaster filter? Thanks, Ugo
Hi, can you describe more detailed what you want to achieve? As long as you write your own PostMaster filter module, you can set/use all headers you want. Standard OTRS can handle only the headers set in the SysConfig. - Renée On 19.12.2011 19:54, Ugo Bellavance wrote:
Hi,
If I want to use a custom header to set a value in OTRS, can I use X-OTRS-TicketValue1?
If not, would it break things if I'd use the X-OTRS-SLA header value and modify it using a posmaster filter?
Thanks,
Ugo
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On 2011-12-20 05:17, Renée Bäcker wrote:
Hi,
can you describe more detailed what you want to achieve?
As long as you write your own PostMaster filter module, you can set/use all headers you want. Standard OTRS can handle only the headers set in the SysConfig.
I want to set the SLA automatically by adding a specific header. However, when I try using the X-OTRS-SLA header, I get an encoding problem (see here: http://permalink.gmane.org/gmane.comp.otrs.user/36117). So I have 3 choices: - Fix that issue (up to now: no success) - Set something like X-OTRS-SLA:1 and then convert it into my real SLA using a postmaster filter (would that work?) - Use an intermediate header, so I would set X-OTRS-CUSTOM1:1, then set X-OTRS-SLA to the label that corresponds to my SLA 1. I currently have a working solution, where my Outlook AddIn adds "SLA:1" at the bottom of a message when people choose SLA 1 in the form, but I wanted to avoiding adding text to the message and use headers directly. Thanks, Ugo
participants (2)
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Renée Bäcker -
Ugo Bellavance