Hi Adam, it depends on your scenario. If you know that all "@clearpace.com" will be only internal agents (nobody of them will be a customer some day in OTRS). Then you could create an extra "global" postmaster filter just like this: Hit: From: (.*)@clearpace.com Set: X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent If you only want to define this "BlackBerry/Mobile" with actions as agent/email-internal you only should add this Set-Headers to your explicit postmaster filter. PS: It's not importent which postmaster filter gets processed first till no Set-Header gets overwritten. -Martin On Jul 27, 2009, at 09:46 , Adam Knight wrote:

Thanks, that looks great. I have a clarification question:-

When you hit on X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Are you assuming that I have a separate rule to set all mails from clearpace.com to agent and email_internal? If so how do I ensure that this rule is processed first?

Many thanks,

Adam

Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: 26 July 2009 10:15 To: User questions and discussions about OTRS. Subject: Re: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent

Hi Adam,

if I understood it correctly, you want to change the ticket state of an already existing ticket by using an agent follow up?

If it is so, you can do this by using "X-OTRS-FollowUp-State" or in case you want also to update service+sla "X-OTRS-FollowUp-Service", "X- OTRS-FollowUp-SLA".

Important is the "FollowUp" in the header key. Only this headers are used for follow messages.

I also would do it a litte bit different to be able to cover more actions based on subjects. ;) For example:

"Acknowledge by Agent Email":

Hit: From: (.*)@clearpace.com # to only allow this action your agents Subject: [ack] # to identify the action X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent

Set: X-OTRS-FollowUp-State: open

a other example:

"Close by Agent Email":

Hit: From: (.*)@clearpace.com # to only allow this action your agents Subject: [close] # to identify the action X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent

Set: X-OTRS-FollowUp-State: closed successful

I hope it will help you! ;)

Greetings, -Martin

On 24.07.2009, at 15:11, Adam Knight wrote:

...

Hi,

I am in the process of reviewing OTRS with the aim of piloting soon. Most of the configuration options work well and suit my requirements, however there is one that I cannot get to work, I have not found any information relating to this problem on the web.

I have tried creating the following filter:

Filtername: 01_agentresponse'

Hit: Header 1: From Contents: (.*)@clearpace.com Header 2: X-OTRS-State Contents: new

Set: Header 1: X-OTRS-State Contents: open

The aim of the filter is to allow agents to email a first response to the customer from BlackBerry/Mobile devices and for this to update the

...

ticket state on the system so that the system does not log a missed SLA if the response is emailed in.

The rule is not being applied - I check the logs, other rules are appearing but not this one. If I remove the Header2 element then it tries to apply the rule but the state of the ticket does not change.

[Fri Jul 24 12:48:03 2009][Notice] [Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: <[MESSAGE_ID]>)

I have tried adding the values in quotes, I have tried using the numeric values for the states from the database instead of state names. I have tried specifying the rule in the Kernel/Config.pm Without any success.

Any help would be greatly appreciated.

Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com

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