Trying to find out the time taken to close a ticket

I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea

May not understand the question... but are you refering to "accounted time"? Seems that what you're looking for is already there? Q _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Wednesday, June 13, 2007 4:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] Trying to find out the time taken to close a ticket I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea

No, I'm not looking for accounted time, I'm looking for the real freom the opening of a ticket and its closure. ----- Original Message ----- From: LQ Marshall To: 'User questions and discussions about OTRS.org' Sent: Wednesday, June 13, 2007 11:13 PM Subject: RE: [otrs] Trying to find out the time taken to close a ticket May not understand the question... but are you refering to "accounted time"? Seems that what you're looking for is already there? Q ---------------------------------------------------------------------------- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Wednesday, June 13, 2007 4:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] Trying to find out the time taken to close a ticket I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- 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/

Hi Gabriele, are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket. (b) for the time-units a agent reported for working on the ticket? select t.id, t.tn, (select sum(time_unit) from time_accounting where ticket_id = t.id) as sum_time_units from ticket t (I haven't verified this query) Bye, Alex Gabriele D'Andrea schrieb:
I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql.
Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events.
Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again?
I my reasoning right or am I missing something?
-- Gabriele D'Andrea

Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain:
I think it's not possible to calculate the time between ticket creation and
closure, due to the partciular database design.
Gabriele
----- Original Message -----
From: "Alexander Scholler"
Hi Gabriele,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
(b) for the time-units a agent reported for working on the ticket? select t.id, t.tn, (select sum(time_unit) from time_accounting where ticket_id = t.id) as sum_time_units from ticket t (I haven't verified this query)
Bye, Alex
Gabriele D'Andrea schrieb:
I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- 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/

Hi Gabriele, Gabriele D'Andrea schrieb:
Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain: I think it's not possible to calculate the time between ticket creation and closure, due to the partciular database design.
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
Gabriele
Bye, Alex

Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
But how can I retrieve the state_change?
I can lookup for ticket "close succesful" state, but there are plenty if
operations have been executed after the ticket closure...
----- Original Message -----
From: "Alexander Scholler"
Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain: I think it's not possible to calculate the time between ticket creation and closure, due to the partciular database design.
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
Gabriele
Bye, Alex _______________________________________________ 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/

I don't have the database schema in front of me right now, but it sounds like you would probably want to query the ticket history for closing events, ordered by date descending, with a limit of one result? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Sunday, June 17, 2007 11:35 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Trying to find out the time taken to close a ticket
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
But how can I retrieve the state_change?
I can lookup for ticket "close succesful" state, but there are plenty if
operations have been executed after the ticket closure...
----- Original Message -----
From: "Alexander Scholler"
Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain: I think it's not possible to calculate the time between ticket creation and closure, due to the partciular database design.
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
Gabriele
Bye, Alex _______________________________________________ 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/
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Well,
there was something I still didn't understand about OTRS DataBase Schema.
Now finally I got it.
I've written a SQL query, that allow me to filter closed tickets, and see the time taken from ticket opening till the last closing.
SELECT t.tn, t.customer_id, t.create_time, MAX(th.change_time) AS change_time, DATEDIFF(MAX(th.change_time), t.create_time) AS open_days, TIMEDIFF(MAX(th.change_time), t.create_time) AS open_time
FROM ticket AS t JOIN ticket_history AS th ON t.id=th.ticket_id JOIN ticket_history_type AS tht ON th.history_type_id=tht.id
WHERE t.ticket_state_id=2 AND tht.id=27 AND th.name LIKE '%closed successful%'
AND t.customer_id LIKE '%'
GROUP BY t.id;
This lead to the following output
tn customer_id create_time change_time open_days open_time
2007051510000075 ecohmedia 2007-05-15 12:10:06 2007-05-15 12:18:28 0 00:08:22
2007051510000084 ecohmedia 2007-05-15 12:40:08 2007-05-15 14:46:34 0 02:06:26
2007051510000137 ecohmedia 2007-05-15 16:39:45 2007-05-15 16:44:13 0 00:04:28
2007051610000055 2007-05-16 11:22:09 2007-05-17 10:41:13 1 23:19:04
2007051710000044 2007-05-17 16:23:34 2007-05-17 16:24:08 0 00:00:34
2007051810000079 FATER 2007-05-18 14:48:07 2007-05-18 15:35:58 0 00:47:51
2007051810000122 FATER 2007-05-18 16:03:57 2007-06-19 17:55:30 32 769:51:33
2007061810000013 SANOFI 2007-06-18 09:41:25 2007-06-18 10:07:41 0 00:26:16
This is still not a perfect measurement of time spent to close the ticket, but is good enough for my purposes at the moment. Let's say that a ticket is closed, then reopened, then closed again: then I'm not able to calculate the time the ticket remained closed the first time. To do this, I think I need to use some programming language (like PHP or Perl), and maybe I'll do it later.
Then the output format is not perfect too, cause days are integer (and that colud be fine), but time is in hh:mm:ss (should be good to have days hh:mm:ss for longer periods), thus data may need some further manipulation.
In the end I wish to thank all the people in this community that give me feedbacks and precious informations, expecially Alexander Scholler
Further comments, advices, warnings are also appreciated.
Gabriele D'Andrea
----- Original Message -----
From: "Marcus Dennis"
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
But how can I retrieve the state_change?
I can lookup for ticket "close succesful" state, but there are plenty if
operations have been executed after the ticket closure...
----- Original Message -----
From: "Alexander Scholler"
Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain: I think it's not possible to calculate the time between ticket creation and closure, due to the partciular database design.
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
Gabriele
Bye, Alex _______________________________________________ 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/
_______________________________________________ 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/ _______________________________________________ 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/

Hi Gabriele, Gabriele D'Andrea schrieb:
Well, there was something I still didn't understand about OTRS DataBase Schema. Now finally I got it. I've written a SQL query, that allow me to filter closed tickets, and see the time taken from ticket opening till the last closing.
SELECT t.tn, t.customer_id, t.create_time, MAX(th.change_time) AS change_time, DATEDIFF(MAX(th.change_time), t.create_time) AS open_days, TIMEDIFF(MAX(th.change_time), t.create_time) AS open_time FROM ticket AS t JOIN ticket_history AS th ON t.id=th.ticket_id JOIN ticket_history_type AS tht ON th.history_type_id=tht.id WHERE t.ticket_state_id=2 AND tht.id=27 AND th.name LIKE '%closed successful%' AND t.customer_id LIKE '%' GROUP BY t.id;
I didn't check you query extensive, but I think it's not complete correct. State-changes are recorded in ticket_history with writing in ticket_history.names '%%prev_state%new_state%%'. You just query for '%closed successful%', so you also receive all tickets with prev_state = 'closed sucessful'. Correct would be '%\%\%closed sucessful\%' (if '%' is masked within SQL as '\%' - I don't know).
This lead to the following output
*tn* *customer_id* *create_time* *change_time* *open_days* *open_time* 2007051510000075 ecohmedia 2007-05-15 12:10:06 2007-05-15 12:18:28 0 00:08:22 2007051510000084 ecohmedia 2007-05-15 12:40:08 2007-05-15 14:46:34 0 02:06:26 2007051510000137 ecohmedia 2007-05-15 16:39:45 2007-05-15 16:44:13 0 00:04:28 2007051610000055 2007-05-16 11:22:09 2007-05-17 10:41:13 1 23:19:04 2007051710000044 2007-05-17 16:23:34 2007-05-17 16:24:08 0 00:00:34 2007051810000079 FATER 2007-05-18 14:48:07 2007-05-18 15:35:58 0 00:47:51 2007051810000122 FATER 2007-05-18 16:03:57 2007-06-19 17:55:30 32 769:51:33 2007061810000013 SANOFI 2007-06-18 09:41:25 2007-06-18 10:07:41 0 00:26:16
This is still not a perfect measurement of time spent to close the ticket, but is good enough for my purposes at the moment. Let's say that a ticket is closed, then reopened, then closed again: then I'm not able to calculate the time the ticket remained closed the first time. To do this, I think I need to use some programming language (like PHP or Perl), and maybe I'll do it later.
You can write a Static-stats-OTRS-module for this.
Then the output format is not perfect too, cause days are integer (and that colud be fine), but time is in hh:mm:ss (should be good to have days hh:mm:ss for longer periods), thus data may need some further manipulation.
In the end I wish to thank all the people in this community that give me feedbacks and precious informations, expecially Alexander Scholler Further comments, advices, warnings are also appreciated.
No problem.
Gabriele D'Andrea
Bye, Alex

Hi Alex --- State-changes are recorded in ticket_history with writing in ticket_history.names '%%prev_state%new_state%%'. You just query for '%closed successful%', so you also receive all tickets with prev_state = 'closed sucessful'. Correct would be '%\%\%closed sucessful\%' (if '%' is masked within SQL as '\%' - I don't know). --- Yes, I know, but since I filtered only closed tickets (WHERE t.ticket_state_id=2), it's not necessary cause the last state_change is surely the ticket closing. However you are right, a more accurate clause would be the following ... AND th.name LIKE '\%\%%\%\%closed successful%' ---
This is still not a perfect measurement of time spent to close the ticket, but is good enough for my purposes at the moment. Let's say that a ticket is closed, then reopened, then closed again: then I'm not able to calculate the time the ticket remained closed the first time. To do this, I think I need to use some programming language (like PHP or Perl), and maybe I'll do it later.
You can write a Static-stats-OTRS-module for this.
---
I know, but I don't know anything about Perl!!! :P
Bye
Gabriele
----- Original Message -----
From: "Alexander Scholler"
Well, there was something I still didn't understand about OTRS DataBase Schema. Now finally I got it. I've written a SQL query, that allow me to filter closed tickets, and see the time taken from ticket opening till the last closing.
SELECT t.tn, t.customer_id, t.create_time, MAX(th.change_time) AS change_time, DATEDIFF(MAX(th.change_time), t.create_time) AS open_days, TIMEDIFF(MAX(th.change_time), t.create_time) AS open_time FROM ticket AS t JOIN ticket_history AS th ON t.id=th.ticket_id JOIN ticket_history_type AS tht ON th.history_type_id=tht.id WHERE t.ticket_state_id=2 AND tht.id=27 AND th.name LIKE '%closed successful%' AND t.customer_id LIKE '%' GROUP BY t.id;
I didn't check you query extensive, but I think it's not complete correct. State-changes are recorded in ticket_history with writing in ticket_history.names '%%prev_state%new_state%%'. You just query for '%closed successful%', so you also receive all tickets with prev_state = 'closed sucessful'. Correct would be '%\%\%closed sucessful\%' (if '%' is masked within SQL as '\%' - I don't know).
This lead to the following output
*tn* *customer_id* *create_time* *change_time* *open_days* *open_time* 2007051510000075 ecohmedia 2007-05-15 12:10:06 2007-05-15 12:18:28 0 00:08:22 2007051510000084 ecohmedia 2007-05-15 12:40:08 2007-05-15 14:46:34 0 02:06:26 2007051510000137 ecohmedia 2007-05-15 16:39:45 2007-05-15 16:44:13 0 00:04:28 2007051610000055 2007-05-16 11:22:09 2007-05-17 10:41:13 1 23:19:04 2007051710000044 2007-05-17 16:23:34 2007-05-17 16:24:08 0 00:00:34 2007051810000079 FATER 2007-05-18 14:48:07 2007-05-18 15:35:58 0 00:47:51 2007051810000122 FATER 2007-05-18 16:03:57 2007-06-19 17:55:30 32 769:51:33 2007061810000013 SANOFI 2007-06-18 09:41:25 2007-06-18 10:07:41 0 00:26:16
This is still not a perfect measurement of time spent to close the ticket, but is good enough for my purposes at the moment. Let's say that a ticket is closed, then reopened, then closed again: then I'm not able to calculate the time the ticket remained closed the first time. To do this, I think I need to use some programming language (like PHP or Perl), and maybe I'll do it later.
You can write a Static-stats-OTRS-module for this.
Then the output format is not perfect too, cause days are integer (and that colud be fine), but time is in hh:mm:ss (should be good to have days hh:mm:ss for longer periods), thus data may need some further manipulation.
In the end I wish to thank all the people in this community that give me feedbacks and precious informations, expecially Alexander Scholler Further comments, advices, warnings are also appreciated.
No problem.
Gabriele D'Andrea
Bye, Alex
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Hi Gabriele, Gabriele D'Andrea schrieb:
Hi Alex
--- State-changes are recorded in ticket_history with writing in ticket_history.names '%%prev_state%new_state%%'. You just query for '%closed successful%', so you also receive all tickets with prev_state = 'closed sucessful'. Correct would be '%\%\%closed sucessful\%' (if '%' is masked within SQL as '\%' - I don't know). --- Yes, I know, but since I filtered only closed tickets (WHERE t.ticket_state_id=2), it's not necessary cause the last state_change is surely the ticket closing.
Sorry, I didn't see that.
However you are right, a more accurate clause would be the following
... AND th.name LIKE '\%\%%\%\%closed successful%'
---
This is still not a perfect measurement of time spent to close the ticket, but is good enough for my purposes at the moment. Let's say that a ticket is closed, then reopened, then closed again: then I'm not able to calculate the time the ticket remained closed the first time. To do this, I think I need to use some programming language (like PHP or Perl), and maybe I'll do it later.
You can write a Static-stats-OTRS-module for this. --- I know, but I don't know anything about Perl!!! :P Me too, but with using templates and some kind of perl tutorial, you can get into this.
But also note that the statistic framework is not my no. 1 tool for making stats in the future. I think OTRS is a great ticket-system, but there are several specialized tools for making stats - currently, I have a look to JasperReports.
Bye Gabriele
Bye, Alex

Have been using OTRS as an Internal Ticketing system, working well. Next step is to use it as a ticketing system for a few external customers. What I would like to do is have it setup to allow the user to login as: {company1}{user1} or {company2}{user1}. Once logged in I would like the user to see his/her tickets and be able to see the tickets for their company. Tickets could be coming in from the Customer Web Interface or by email. Looking at the documentation and prior discussions in this group, I think I'm missing a general concept. Could someone just tell me how they are using groups for customers in 2.1.x or using the Company groupings in 2.2.x? Thanks for any insight. Greg Horne GEH GEHORNE

Hi Guys, Another question after the last couple, which were very nicely solved and made life much easier for us. At the moment we have a support form that sends us emails from an email address. and in this form which is turned into an email it lists a customers email address. Is there any way of getting OTRS to look at the email content, and take the value of this part of the mail: CUSTOMER EMAIL ADDRESS: test@test.com And change the default reply to address to include this rather than the webform@ address? Thanks Justin

I think this is not possible I had the same problem and I changed our webforms, so the sender of the e-mail is the customer e-mail address Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens justinjohnson@f2s.com Verzonden: maandag 18 juni 2007 12:52 Aan: OTRS List Onderwerp: [otrs] Grabbing Default Reply Address from Email? Hi Guys, Another question after the last couple, which were very nicely solved and made life much easier for us. At the moment we have a support form that sends us emails from an email address. and in this form which is turned into an email it lists a customers email address. Is there any way of getting OTRS to look at the email content, and take the value of this part of the mail: CUSTOMER EMAIL ADDRESS: test@test.com And change the default reply to address to include this rather than the webform@ address? Thanks Justin _______________________________________________ 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 (7)
-
Alexander Scholler
-
Gabriele D'Andrea
-
Greg Horne
-
justinjohnson@f2s.com
-
LQ Marshall
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Marcus Dennis
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Peter van Beugen