Postmaster filter: merge tickets by header
Hi, I would like to convert incoming mails into articles of the same ticket. Example: Mail A, B, C all contain the same unique ID in their header. I wish to merge all these mails into the same ticket as different articles. Im able to define the format the unique ID; so its possible to use it as ticket ID, if needed. Is that possible or do we have to modify the Postmaster Filter script for that? I found no clue in the docs for defining/changing the Ticket ID with Postmaster filter. Mit freundlichen Grüßen Jan Dreyer IT-Administrator Document Management | Enterprise Technologies, D-IT5 Information & Technology Services | D-IT ___________________________________________________ arvato distribution GmbH Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany http://www.arvato-services.com/ http://www.arvato-services.com e-mail: jan.dreyer@bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689 arvato distribution GmbH Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke ____________________________________________________________________________ __________________________________________________________ Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet ____________________________________________________________________________ __________________________________________________________ This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden. Bitte denken Sie über Ihre Verantwortung gegenüber der Umwelt nach, bevor Sie diese E-Mail ausdrucken! Please consider the environment before printing this e-mail!
If the subject of the email contains a properly formatted TicketID block:
for example: [Ticket#2010120810000014] , it will assign the article to the
ticket. As I see from the PostMaster Headers, there is no other way to set a
ticket number in the header, neither via direct assignment nor via
PostMasterFilter.
You'd have to have the ticket number in order to assign the new emails to
the ticket.
Other options are:
Note Internal or External and Copy/Paste.
or
Log into the ticket Admin and zoom the ticket
Compose a Reply to yourself with a blank body
when you receive the email, reply to it with the other email as attachment
or inline, one at a time or all at once.
or
somehow use a procmail or other pre-filter that puts the ticket number in
the subject based upon your header
or
change the PostMasterFilter code to look at your header information for
ticket number
On Thu, Dec 9, 2010 at 1:52 AM,
Hi,
I would like to convert incoming mails into articles of the same ticket.
Example:
Mail A, B, C all contain the same unique ID in their header. I wish to merge all these mails into the same ticket as different articles. I’m able to define the format the unique ID; so it’s possible to use it as ticket ID, if needed.
Is that possible or do we have to modify the Postmaster Filter script for that? I found no clue in the docs for defining/changing the Ticket ID with Postmaster filter.
Mit freundlichen Grüßen
Jan Dreyer
IT-Administrator
Document Management | Enterprise Technologies, D-IT5
Information & Technology Services | D-IT ___________________________________________________ *arvato distribution GmbH* Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany http://www.arvato-services.com
e-mail: jan.dreyer@bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689
*arvato distribution GmbH *
Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke
______________________________________________________________________________________________________________________________________
Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder
diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte
Weitergabe dieser E-Mail sind nicht gestattet
______________________________________________________________________________________________________________________________________
This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error)
please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden.
Bitte denken Sie über Ihre Verantwortung gegenüber der Umwelt nach, bevor Sie diese E-Mail ausdrucken!
Please consider the environment before printing this e-mail!
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participants (2)
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Gerald Young -
Jan.Dreyer＠bertelsmann.de