Hi Roman, [***] is indeed OTRS's equivalent of $1 (and $2, if more expressions are filtered, although I think that was broken until fixed in 2.4)
If you actually want to match on the foreign (external) reference#, I think you will have to run an external script (checking OTRS, the database). Either simple, a unix script querying the database for the open OTRS case ID, or a 'real' perl script, using OTRS. I have a similar question outstanding. If you Google 'OTRS external script' you may find some ideas. I found similar threads concerning Nagios and Airt integration. Kind regards, Frans > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > brainstorm > Sent: maandag 4 mei 2009 14:12 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Merging tickets from other ticketing systems > > Hi Fran, > > Thanks for your support ! I already tried with > PostMaster::PreFilterModule, doing something like this on > Kernel/Config.pm: > > $Self->{'PostMaster::PreFilterModule'}->{'CERT-Match'} = { > Module => 'Kernel::System::PostMaster::Filter::Match', > Match => { > Subject => "CERT #([0-9]{3,6})", > }, > > Set => { > 'X-OTRS-TicketKey1' => CustomerReference, > 'X-OTRS-TicketValue1 => [***], > 'X-OTRS-Queue' => 'Incident', > }, > }; > > The queue placement is ok, but the actions I want to perform > automatically are: > > 1) Search already open tickets on our system matching the incoming > ticketID. > 2) Merge those on a single ticket. > > PD: Is [***] the actual value of the previous regexp or is it an > example marker ? Isn't it "$1" by convention in perl ? > > Thanks indeed ! > Roman > > On Fri, May 1, 2009 at 11:00 AM, Frans Stekelenburg > <[email protected]> wrote: > > Hi Roman, > > > > The [PostMaster Filter] is the best option available, before starting > to > > do complicated things. > > The simpelest is similar like we have in use (one of our partners > send > > tickets as '##1234##'): > > > > Wildcard matching with regexp like features is necessary, probably > need > > some testing. > > The [***] as result is what you then need. > > > > > > Add Postmaster filter: > > > > Match > > Header 1: Subject, Value: ##([0-9]{3,6})## > > Header 2: From, value: EMAILADDRESS:[email protected] > > > > Set: > > Header 1: X-OTRS-TicketKey1, Value: CustomerReference > > Header 2: X-OTRS-TicketValue1, Value: [***] > > Header 3: X-OTRS-Queue, Value: <SOMEORG queue> > > > > > > Further more you have options available like, let the other party > send > > to a special e-mail address, have them send their ticket ID in a > (OTRS) > > header variable, filter form fixed values in the body etc. etc. > > > > gr, > > Frans > >> -----Original Message----- > >> From: [email protected] [mailto:[email protected]] On Behalf > > Of > >> brainstorm > >> Sent: donderdag 30 april 2009 13:37 > >> To: [email protected] > >> Subject: [otrs] Merging tickets from other ticketing systems > >> > >> Hi ppl, > >> > >> I'm sure that this is answered somewhere in the ML archives, but I > >> wasn't able to find it though :-/ > >> > >> The issue is simple, but before jumping on writing a custom OTRS > >> plugin I want to be sure that the functionality isn't already on > >> mainline OTRS. > >> > >> We cooperate with other organizations but they use RT or others. My > >> (simple) intention is to merge incoming tickets by the foreign ID > >> present in the subject, such as: > >> > >> #193754 > >> > >> I've tried with Generic agent, but I cannot figure out how can it > >> match a variable pattern. > >> > >> Any suggestions or already done scripts/plugins for this ? > >> > >> Thanks in advance ! > >> Roman > >> -------------------------------------------------------------------- > - > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >> > >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > >> http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
