Can someone explain this one? I see there is also a status of owner. . .since I submitted these tickets via email and then had the customer info changed with the postmaster filters. . .is that why it doesn't show up under the customer's open tickets?? ----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Monday, May 10, 2010 5:50:16 PM Subject: [otrs] Bug? Admin Filter changing Customer

I have a Postmaster filter changing the customerID for incoming reply to a ticket. The problem is that the ticket is not showing up in the agent interface as being open for that customer. Also, I just closed one such ticket and no email notice was sent to the customer. I thought it was supposed to.

----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Friday, May 07, 2010 8:36:36 PM Subject: [otrs] Accounted Time set via postmaster filters?

...

I did figure out how to use the postmaster filter with RegEx and get a least a variable. I did find a couple limitations. I was not able to use the Body field twice in a single rule.

I was trying to get C:(test@domain.com) and C:(test)@guamsda.com both from searching the body, but the rule wouldn't allow it. I am not sure if there is another way to get two variables with one rule from one "header"? I was also wondering what syntax would be for having the regex work in multiline mode. . .so ^ matches the first position of every line instead of just the first line of Body. . .

In the process it seems I discovered a bug?? I set the customerID and customer User X-header tags and the ticket shows the correct info. But, the little box on the right that shows how many tickets are open for a customerID does not reflect tickets that have had the customerID changed in this way. If I open the customerID by clicking on the customer ID link up above also does not show these tickets, but if I login as the customer themselves via the customer web interface, all the tickets show. I am not sure what is different, but it sure seems they should show there (yes, I did set them to open as well).

I still don't see a header that can set the Accounted time. . .hopefully there is a way.

Thanks.

----- Original Message ----- From: TechFan To: otrs@otrs.org Sent: Friday, May 07, 2010 12:11:40 PM Subject: [otrs] Accounted Time set via postmaster filters?

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Hello all,

We are implementing OTRS for our support department. We are very dependent on tracking issues and responding via email. We have set up some filters that allow us to update a ticket's status with an email response, but I am hoping to be able to do more.

Is there a Header that can be set somehow that will automatically add to the Accounted time when a response is received via email?

I would like to be able to add time to the ticket accounted time by putting some value in an email response.

I don't see any headers in the postmaster filter (2.4.7 on windows) that can be set to accomplish this. Is there a hidden filter that can be set?

In a related question, I am hoping to set the owner of new tickets created via email by putting the information in the body of the email. I do not see a way to use a value found by a filter as the data for the X-header I am trying to set. Is this possible?

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