New subject: [Close a ticket from a remote application]

6 Jun 2008

      Not tested very much, but i think that as long as the otrs can see "Ticket#:
<ticketid>" in the subject, it should be able to match it to an existing
ticket.
OTRS does this matching by default. I didn't create any filters for it.

I don't know how it works if otrs is configured to search the body for
ticket ids as well.

I'm not sure i'm seeing the same results everytime... I think the weekend
must have started early on me.

-- 
/Sune 

  _____  

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
olivia hime
Sent: 6. juni 2008 10:48
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] [Close a ticket from a remote application]

During your test you have closed an existing ticket by sending a new mail
with X-OTRS-FollowUp-State:closed successfully ( closed successfully, i
suppose is the name of the state you want to set)  in the header but how do
you precise the ticket number to modify ? Have you set it in the mail
subject like that : [Ticket#00000] where 00000 is the number of the ticket
to precise the ticket to close ? Peharps it don't work for me because i
don't precise correctly the ticket number to close. Is it necessary to
create in addition a filter to make-work this solution ?
Concerning the property "trusted", i have already verified, the pop3 account
is marked as trusted.

  _____  

From: stt@lyngsoesystems.com
To: otrs@otrs.org
Date: Fri, 6 Jun 2008 09:59:24 +0200
Subject: Re: [otrs] [Close a ticket from a remote application]

A quick test in my setup, shows that setting the X-OTRS-FollowUp-State
header to closed successful actually works.
One thing though, the pop3 account must be marked as trusted for it to work,
i think.
(Admin->PostmasterPOP3 Account-><account>)

-- 
/Sune 

  _____  

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
olivia hime
Sent: 5. juni 2008 23:51
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] [Close a ticket from a remote application]

Hi,

In fact i have already tested X-OTRS-State with the ticket number in the
subject but it didn't work. I haven't tried the one you propose :
X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket
state had been changed. I will test tomorrow. Concerning the SOAP Web
Service, i'm very interrested because i didn't know that OTRS proposes such
functionalities. Do you know where i can find more documentation about this.

Thank you very much for your help.
...
Date: Thu, 5 Jun 2008 21:21:23 +0200
From: sebastien.prudhomme@gmail.com
To: otrs@otrs.org
Subject: Re: [otrs] [Close a ticket from a remote application]
Hi,
I've not tested that case but it should be possible to do what you want.
Do you use an email with a X-OTRS-FollowUp-State header ? Do you set
the ticket number in the subject ?
You can also use the SOAP web service.
2008/6/5 olivia hime :
...
Hi,
My company uses OTRS version 2.2.5. I have to close tickets from a
remote
application and i don't know how to proceed. I tested X-OTRS Header but
unsuccessfully. Have you idea to resolve my problem ? Can i close a
ticket
if i know its number with a simple mail ?
In advance thank you for your help.
Best regards.
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Re: [otrs] [Close a ticket from a remote application]

Sune T. Tougaard

olivia hime

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