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OTRS 6 / AutoMerge by Regex search

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Access to attachments in a ticket?

Ml Ml

22 Feb 2019 22 Feb '19

8:10 a.m.

Hello again, we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic". Right now, i have to manually search for the existing ticket and merge it. How can i automate this? With the Postfilter or Generic Agent? A simple example would be awsome. Cheers, Mario

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Renee B

22 Feb 22 Feb

8:17 a.m.

Hi Mario, you could do this with the ExternalTicketNumber sysconfig settings. You need a dynamic field where the order number is stored. Then you can define in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it... Cheers, Renée Am 22.02.19 um 09:10 schrieb :

Hello again,

we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic".

Right now, i have to manually search for the existing ticket and merge it.

How can i automate this? With the Postfilter or Generic Agent?

A simple example would be awsome.

Cheers, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

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Ml Ml

27 Feb 27 Feb

10:24 a.m.

Hello Renee, that works pretty well. Thanks. Can i also control the folow up state? Right now the tickets get unlocked. But i want to control by the subject if they should be unlocked or untouched. Any ideas on that? Is this a job for the postmaster filter? Thanks, Mario On Fri, Feb 22, 2019 at 9:17 AM Renee B wrote:

Hi Mario,

you could do this with the ExternalTicketNumber sysconfig settings. You need a dynamic field where the order number is stored. Then you can define in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it...

Cheers, Renée

Am 22.02.19 um 09:10 schrieb :

...
Hello again,

we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic".

Right now, i have to manually search for the existing ticket and merge it.

How can i automate this? With the Postfilter or Generic Agent?

A simple example would be awsome.

Cheers, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Ml Ml

11:23 a.m.

PostMaster::PreFilterModule###2-Match seems to do the trick. How can i add a "PostMaster::PreFilterModule###3-Match" config? I can only choose up to ###2-Match. Thanks, Mario On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote:

Hello Renee,

that works pretty well. Thanks.

Can i also control the folow up state? Right now the tickets get unlocked. But i want to control by the subject if they should be unlocked or untouched.

Any ideas on that? Is this a job for the postmaster filter?

Thanks, Mario

On Fri, Feb 22, 2019 at 9:17 AM Renee B wrote:

...
Hi Mario,

you could do this with the ExternalTicketNumber sysconfig settings. You need a dynamic field where the order number is stored. Then you can define in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it...

Cheers, Renée

Am 22.02.19 um 09:10 schrieb :

...
Hello again,

we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic".

Right now, i have to manually search for the existing ticket and merge it.

How can i automate this? With the Postfilter or Generic Agent?

A simple example would be awsome.

Cheers, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Anthony F McInerney

28 Feb 28 Feb

5:37 a.m.

Hi. On mine the 3rd example is ticket reject. I just hijacked it and changed the module to match. Worked fine. To add more I believe you have e to add them as a module yourself. On Wed, 27 Feb 2019, 11:23 Ml Ml, wrote:

PostMaster::PreFilterModule###2-Match seems to do the trick.

How can i add a "PostMaster::PreFilterModule###3-Match" config?

I can only choose up to ###2-Match.

Thanks, Mario

On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote:

...
Hello Renee,

that works pretty well. Thanks.

Can i also control the folow up state? Right now the tickets get unlocked. But i want to control by the subject if they should be unlocked or untouched.

Any ideas on that? Is this a job for the postmaster filter?

Thanks, Mario

On Fri, Feb 22, 2019 at 9:17 AM Renee B

wrote:

...
...
Hi Mario,

you could do this with the ExternalTicketNumber sysconfig settings. You need a dynamic field where the order number is stored. Then you can

define

...
in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it...

Cheers, Renée

Am 22.02.19 um 09:10 schrieb :

...
Hello again,

we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic".

Right now, i have to manually search for the existing ticket and merge it.

How can i automate this? With the Postfilter or Generic Agent?

A simple example would be awsome.

Cheers, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Anthony F McInerney

6:41 a.m.

Look here https://blog.otrs.com/2016/12/21/using-postmaster-filters-raw-emails/ Check out the attachment at the bottom. I believe it just goes into the config XML folder. Will be testing later. Obviously you'll need to adjust it to your needs. On Thu, 28 Feb 2019, 05:37 Anthony F McInerney, wrote:

Hi. On mine the 3rd example is ticket reject. I just hijacked it and changed the module to match. Worked fine. To add more I believe you have e to add them as a module yourself.

On Wed, 27 Feb 2019, 11:23 Ml Ml, wrote:

...
PostMaster::PreFilterModule###2-Match seems to do the trick.

How can i add a "PostMaster::PreFilterModule###3-Match" config?

I can only choose up to ###2-Match.

Thanks, Mario

On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote:

...
Hello Renee,

that works pretty well. Thanks.

Can i also control the folow up state? Right now the tickets get unlocked. But i want to control by the subject if they should be unlocked or untouched.

Any ideas on that? Is this a job for the postmaster filter?

Thanks, Mario

On Fri, Feb 22, 2019 at 9:17 AM Renee B

wrote:

...
...
Hi Mario,

you could do this with the ExternalTicketNumber sysconfig settings.

You

...
need a dynamic field where the order number is stored. Then you can define in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it...

Cheers, Renée

Am 22.02.19 um 09:10 schrieb :

...
Hello again,

we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic".

Right now, i have to manually search for the existing ticket and merge it.

How can i automate this? With the Postfilter or Generic Agent?

A simple example would be awsome.

Cheers, Mario

...
...
...
OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Anthony F McInerney

10:46 a.m.

Hi just to follow up. Don't bother checking that link. Goto Kernel/Config/Files/XML look in Ticket.xml Create a new Whatever.xml with copied entries of match 1 etc as you need. You have to rebuild the db to apply the changes. I've been waiting on confirmation that the db is rebuild is non-destructive. Thanks! On Thu, 28 Feb 2019 at 06:41, Anthony F McInerney wrote:

Look here https://blog.otrs.com/2016/12/21/using-postmaster-filters-raw-emails/ Check out the attachment at the bottom. I believe it just goes into the config XML folder. Will be testing later. Obviously you'll need to adjust it to your needs.

On Thu, 28 Feb 2019, 05:37 Anthony F McInerney, wrote:

...
Hi. On mine the 3rd example is ticket reject. I just hijacked it and changed the module to match. Worked fine. To add more I believe you have e to add them as a module yourself.

On Wed, 27 Feb 2019, 11:23 Ml Ml, wrote:

...
PostMaster::PreFilterModule###2-Match seems to do the trick.

How can i add a "PostMaster::PreFilterModule###3-Match" config?

I can only choose up to ###2-Match.

Thanks, Mario

On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote:

...
Hello Renee,

that works pretty well. Thanks.

Can i also control the folow up state? Right now the tickets get unlocked. But i want to control by the subject if they should be unlocked or untouched.

Any ideas on that? Is this a job for the postmaster filter?

Thanks, Mario

On Fri, Feb 22, 2019 at 9:17 AM Renee B wrote:

...
Hi Mario,

you could do this with the ExternalTicketNumber sysconfig settings. You need a dynamic field where the order number is stored. Then you can define in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it...

Cheers, Renée

Am 22.02.19 um 09:10 schrieb :

...
Hello again,

we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic".

Right now, i have to manually search for the existing ticket and merge it.

How can i automate this? With the Postfilter or Generic Agent?

A simple example would be awsome.

Cheers, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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participants (3)

Anthony F McInerney
Ml Ml
Renee B