Create individual auto-ticket assignment based on email content

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Scott R. Morgan

2 Jan 2015 2 Jan '15

6:23 p.m.

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/

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Gerald Young

2 Jan 2 Jan

8:09 p.m.

Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan wrote:

...

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future.

Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

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Scott R. Morgan

9:08 p.m.

New subject: Create individual auto-ticket assignment based on email content

It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 2:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229tel:512.949.3229 Help desk (NEW!) 512-949-3236tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.comhttp://scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ --------------------------------------------------------------------- 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

LQ Marshall

9:18 p.m.

New subject: Create individual auto-ticket assignment based on email content

There is an “External/Foreign” ID recognition feature (add-on?) in ver3.3… It may be of use. Further Integration of External Systems with OTRS Help Desk 3.3 * Usage of multiple customer company databases. * Automatic storage of customer user data in ticket dynamic fields: This enables permanent storage in the ticket to improve reporting. * Recognition of external ticket numbers: In case two or more ticketing systems exchange emails, OTRS is now able to recognize ticket numbers from external systems and correctly assign incoming emails to existing tickets. * OTRS can now fetch email over POP3/TLS connections. This sounds like add-on feature which was introduced a few versions ago. Might be worth your investigation…? ps – Sorry for the top post… just following trends. ;) From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Scott R. Morgan Sent: Friday, January 2, 2015 4:08 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ From: otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 2:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Please let me know if http://forums.otterhub.org/viewtopic.php?f=60 http://forums.otterhub.org/viewtopic.php?f=60&t=22681 &t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan mailto:smorgan@mamafus.com > wrote: We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 tel:512.949.3229 Help desk (NEW!) 512-949-3236 tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.com http://scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ --------------------------------------------------------------------- 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

Gerald Young

9:19 p.m.

Yes. It's designed to receive inbound requests and match 98765 in an existing ticket. LQ Marhall's post is relevant. On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan wrote:

...

It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10)

Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, January 02, 2015 2:09 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Create individual auto-ticket assignment based on email content

Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this.

On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan wrote:

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future.

Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

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Gerald Young

9:20 p.m.

LQ Marshall (sorry about the misspelling). On Fri, Jan 2, 2015 at 4:19 PM, Gerald Young wrote:

...

Yes. It's designed to receive inbound requests and match 98765 in an existing ticket. LQ Marhall's post is relevant.

On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan wrote:

...
It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10)

Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, January 02, 2015 2:09 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Create individual auto-ticket assignment based on email content

Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this.

On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan wrote:

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future.

Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

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Scott R. Morgan

9:54 p.m.

New subject: Create individual auto-ticket assignment based on email content

I think I understand how this setup is supposed to work: 1. Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID) 2. Create a Postmaster Filter to source out the location of the ticket ID in the email in either the subject or body and using the (\d+) function assign this to an X-OTDRHEADER ex: X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+) 3. Add the code in the otter hub post to activate the filter Questions: · The header from one of our vendors changes based on the type or response. The body of the helpdesk ticket always has the service order info required like this (Notice the tab in the line): “SONumber: 1234567” Filter set to w/out the quotes: “SONumber: (\d+)” Do I need to escape the tab character in the Filter condition? · How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data? Thank you! Scott R. Morgan From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 3:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Yes. It's designed to receive inbound requests and match 98765 in an existing ticket. LQ Marhall's post is relevant. On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229tel:512.949.3229 Help desk (NEW!) 512-949-3236tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.comhttp://scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 2:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229tel:512.949.3229 Help desk (NEW!) 512-949-3236tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.comhttp://scott@mamafus.com / http://www.mamafus.com http://www.mamafus.com/ --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Gerald Young

10 p.m.

...

Do I need to escape the tab character in the Filter condition? you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or includes (-), you'll need to appropriately address. Use RegExPal.com to test.

...

How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data? One might manually fill the field?

On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan wrote:

...

I think I understand how this setup is supposed to work:

1. Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID)

2. Create a Postmaster Filter to source out the location of the ticket ID in the email in either the subject or body and using the (\d+) function assign this to an X-OTDRHEADER ex: X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+)

3. Add the code in the otter hub post to activate the filter

Questions:

· The header from one of our vendors changes based on the type or response. The body of the helpdesk ticket always has the service order info required like this (Notice the tab in the line): “SONumber: 1234567” Filter set to w/out the quotes: “SONumber: (\d+)” Do I need to escape the tab character in the Filter condition?

· How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data?

Thank you!

*Scott R. Morgan *

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, January 02, 2015 3:20 PM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Create individual auto-ticket assignment based on email content

Yes. It's designed to receive inbound requests and match 98765 in an existing ticket. LQ Marhall's post is relevant.

On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan wrote:

It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10)

Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, January 02, 2015 2:09 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Create individual auto-ticket assignment based on email content

Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this.

On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan wrote:

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future.

Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis?

Thank you!

*Scott R. Morgan *Director of Information Systems

Mama Fu's Franchise Group

512.949.3229 Help desk* (NEW!)*

512-949-3236 Office/Cell* (NEW!)*

scott@mamafus.com / http://www.mamafus.com

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Create individual auto-ticket assignment based on email content

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