I have already tested with english state and frensh state and both don't give
results. I have precised the number ticket
in the subject and also in the body of the mail because i read that OTRS can
match in all the mail elements. But everytime
a new ticket is created without taking in consideration the existing ticket.
For the log files i don't have access to the OTRS Server so i can't check the
error logs.
From: [EMAIL PROTECTED]
To: [email protected]
Date: Fri, 6 Jun 2008 15:06:42 +0200
Subject: Re: [otrs] [Close a ticket from a remote application]
I think that you may need to use the english states
when setting them like this.
Do you see a "StateType 'Fermé avec succès' not found!"
in your log files?
So, to close it, try using "X-OTRS-FollowUp-State:
closed successful" instead.
Does that work?
--
/Sune
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of olivia hime
Sent:
6. juni 2008 12:13
To: User questions and discussions about
OTRS.org
Subject: Re: [otrs] [Close a ticket from a remote
application]
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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>
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