bind MAILER-DAEMON responses to ticket?
Hi, we use a web form which sends email to OTRS. Unfortunately the users sometimes have problems to type their email address correcty. In this cases the answer will bounce but is not added to the ticket. Did anyone figure out how to 'manipulate' the incoming mails that way to bind them to the appropriate ticket? -- Best regards, Frank mailto:otrs_ml@allesklar.com
Hi Frank, On Fri, Nov 14, 2003 at 01:15:05PM +0100, Frank Adler wrote:
we use a web form which sends email to OTRS. Unfortunately the users sometimes have problems to type their email address correcty. In this cases the answer will bounce but is not added to the ticket.
Did anyone figure out how to 'manipulate' the incoming mails that way to bind them to the appropriate ticket?
You need to put the ticket number (Ticket# 1234556) into the subject. That's all! .-) PS: You could do this with procmail or for OTRS 1.2 with the new PostMaster modules: http://doc.otrs.org/cvs/html/receiving-email-filter-module.html
Best regards, Frank mailto:otrs_ml@allesklar.com
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Does OTRS have capability to only allow a customer user to submit ticket to certain category? If not, I am willing to write some code myself to make this happen. But would also like to hear your suggestions on this. This is what I have been thinking: 1. under admin interface, have check box available (list all categories) , when admin check certain boxes, some values will be written to customer table. 2. under customer interface, customer table will be looked upon to determine which categories will be displayed for customer to submit a ticket. Would like to hear your suggestion on: 1. which table to hold values of categories that a customer is allowed to submit his ticket to. 2. modules to changes etc.. Thanks. Alex
Hi Alex, On Mon, Nov 17, 2003 at 03:08:40PM -0800, Alex Zheng wrote:
Does OTRS have capability to only allow a customer user to submit ticket to certain category?
No.
If not, I am willing to write some code myself to make this happen. But would also like to hear your suggestions on this.
This is what I have been thinking:
1. under admin interface, have check box available (list all categories) , when admin check certain boxes, some values will be written to customer table. 2. under customer interface, customer table will be looked upon to determine which categories will be displayed for customer to submit a ticket.
Would like to hear your suggestion on: 1. which table to hold values of categories that a customer is allowed to submit his ticket to. 2. modules to changes etc..
I would to it with customer_user <-> group relations (like syste_user <-> group relations). And the customer can just create tickets with rw permissions to the group/queue.
Alex
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
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Alex Zheng -
Frank Adler -
Martin Edenhofer