I thought too that OTRS made this matching by default. But visibly when i set
the ticket id "Ticket#<ticketid>" in the subject and i add a
"X-OTRS-FollowUp-State:Fermé avec succès" in the header it doesn't work and it
create a new Ticket. I want to be sure that it's not a bad manipulation from
me. Futhermore i searched informations about SOAP Interface but i'm not sure i
can interact from a SOAP Java Client with OTRS SOAP Interface.
From: [EMAIL PROTECTED]
To: [email protected]
Date: Fri, 6 Jun 2008 11:56:09 +0200
Subject: Re: [otrs] [Close a ticket from a remote application]
Not tested very much, but i think that as long as the otrs can see
"Ticket#: <ticketid>" in the subject, it should be able to match it to an
existing ticket.
OTRS does this matching by default. I didn't create any filters
for it.
I don't know how it works if otrs is configured to search the body
for ticket ids as well.
I'm not sure i'm seeing the same results everytime... I think the
weekend must have started early on me.
--
/Sune
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of olivia hime
Sent:
6. juni 2008 10:48
To: User questions and discussions about
OTRS.org
Subject: Re: [otrs] [Close a ticket from a remote
application]
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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