How to filter incoming mail looking for ticket number in the body 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
Hi,
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?
(not tested) A postmaster filter should do. (Agent / Admin-area / Postmaster filter) You can match something in body (using standard perl regexp) and then use that match to set the value of some header, for example an header determining which ticket is being followed-up. Best regards Miroslaw Baran
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
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 ------------------------------------------------------------------------------ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
participants (3)
-
Gabriele D'Andrea -
Greg Horne -
Mirosław Baran