i would have thought that the creation of a filter, with regex, applied to the subject of am email would be straight forward, i guess not.
your right in saying that the emails have nothing to do with OTRS, other than the fact that the first email opened a ticket, with a case number in it's subject. I would have thought I could, as above, find a way of identifying the case number in the subject and then merging tickets with the same case numbers? On Thu, May 24, 2012 at 3:02 PM, Steven Carr <[email protected]> wrote: > I think the short answer is no, their emails have nothing in them that > OTRS can use to identify the ticket within OTRS to attach the case to. > > One thing you might be able to do is look at the GenericAgent scripts, you > might be able to write a custom script that runs every 10 mins that locates > any new tickets from the external helpdesk and tries to see if it can match > them with an existing ticket, but that would be quite a complex thing to do > and I'm not sure if it would even be possible. > > Steve > > > > > On 24 May 2012 00:24, ipguy <[email protected]> wrote: > >> Thanks, unfortunately it's already set. >> >> To clarify, we're not emailing another helpdesk system from OTRS, the >> emails are generated by the other helpdesk system due to our staff opening >> a case with our upstream provider. >> >> Notification emails are then sent to our OTRS with there ticket number in >> the subject. >> >> Can we filter against there ticket number to merge tickets ? instead of >> each new correspondance opening a new ticket in our OTRS >> >> >> >> ---------- Forwarded message ---------- >> From: Steven Carr <[email protected]> >> Date: Wed, May 23, 2012 at 5:45 PM >> Subject: Re: [otrs] subject change opens new ticket >> To: "User questions and discussions about OTRS." <[email protected]> >> >> >> Generally I would avoid emailing other ticketing systems from OTRS, you >> can get into a very nasty "Thank you for your reply" email loop if >> auto-responses are enabled. >> >> But you might want to enable PostmasterFollowUpSearchInReferences in >> Ticket -> Core::PostMaster - this will search the reference headers to see >> if it can match the email with an existing ticket. >> >> Steve >> >> >> >> On 23 May 2012 03:19, ipguy <[email protected]> wrote: >> >>> hi all >>> >>> just a quick question >>> >>> i've setup OTRS months ago and all is working well except for one >>> slightly annoying issue >>> >>> as part of our support process, we are now asked to open a case with >>> our upstream provider in there own support portal. >>> >>> when doing so, our OTRS support email address is emailed with a "case >>> opened" and then a "new case comment" email during interaction with the >>> case. >>> >>> does anyone know how I can get OTRS to merge all case tickets with the >>> same case number in the subject ?? regardless of whether the case email >>> includes additional text ? >>> >>> This is done by default for any email to and from OTRS but our upstream >>> providers case tickets are making a little difficult as we need to manually >>> merge the tickets >>> >>> Hope this made sense. >>> >>> --------------------------------------------------------------------- >>> 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 >>> >> >> >> --------------------------------------------------------------------- >> 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 >> >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >
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