I have a crude out of the box solution... Why not you ask them to mail all the tickets to your system's email id and thus get them all into your Postmaster queue. Each of the mail(foreign Ticket) will be asigned a new ticket number... Big alternative: Use wsdl (Web Services Defination Language) and Provide Web Service to the Forign System. I think OTRS Developers need to create this kind of service interface... Regards KartheeK Bartlomiej Moczulski wrote: hi all, I need a solution for such a scheme: We provide a support for our customers and that's a point where otrs is just fine. Unfortunately some percent of calls is escalated to our partners and some of them use their own ticketing systems. Is it possible to accept an "alien" ticket id (eg. "ABCDEF-0123456") in otrs? Or rather: what's the easiest way to do it? If I had a ticket with foreign id, I could merge or link it to my original ticket to have whole problem history in one place. Certainly no "In-Reply-To" etc. fields are provided, so I just need to recognize answers by identifier in Subject field. Oh, one more thing - there is no way to make everyone keep our ticket id in subject, unfortunately. -- thanks in advance, bm. ---------------------------------------- Niniejsza wiadomosc oraz jej zalaczniki moga zawierac informacje poufne, stanowiace tajemnice DAGMA sp. z o.o. w Katowicach. Informacje zawarte w tej wiadomosci sa przeznaczone wylacznie dla osoby, ktora jest jej adresatem. Przesy³anie, rozpowszechnianie lub inne nieuprawnione wykorzystywanie otrzymanej wiadomo¶ci i jej zalacznikow jest zabronione. Jezeli Panstwo nie jestescie adresatem tej wiadomosci a otrzymaliscie ja przez pomylke, uprzejmie prosimy o poinformowanie o tym fakcie nadawcy i usuniecie tej wiadomosci wraz z zalacznikami. ---------------------------------------- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Send instant messages to your online friends http://in.messenger.yahoo.com

On 4-01-2006 at 15:01, Bartlomiej Moczulski wrote:

We provide a support for our customers and that's a point where otrs is just fine. Unfortunately some percent of calls is escalated to our partners and some of them use their own ticketing systems. Is it possible to accept an "alien" ticket id (eg. "ABCDEF-0123456") in otrs? Or rather: what's the easiest way to do it?

I think that if you have sufficient Perl programming knowledge (or you can afford a consultant for this little task) you can write a custom Ticket parsing module. It could easily read the foreign ticket number, then look it up in the freetext1 column and return the real ticket number to OTRS. No more than 30min-1h of work. -- Alessandro Ranellucci (HOSTING CENTER) Ph. +39 06 6788489 - Fax +39 06 23315902 - http://www.hostingcenter.it