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: [EMAIL PROTECTED]
To: [email protected]
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: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] 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: [EMAIL PROTECTED]
> To:
[email protected]
> 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 <[EMAIL PROTECTED]>:
> >
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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