Hi Peter Any chance you can supply the script ? and a quick and dirty howto. would be greatly appreciated !
On Thu, May 24, 2012 at 4:47 PM, Peter Eckel <[email protected]> wrote: > Hi, > > this is *exactly* what I just implemented for a customer of mine this week. > > I did not find any way to implement the functionality with out-of-the-box > OTRS functions, so I wrote a PostMaster module that does, essentially, the > following: > > 1. Parse incoming mails from the 'upstream' ticket management system to > find out the external ticket ID > 2. If there is already an OTRS ticket with the same external ticket ID, > mark the new mail as a followup to it by changing the subject (must include > the OTRS ticket ID) > 3. If there isn't, store the ticket ID in a dynamic field in OTRS for the > ticket > > There is some additional magic that replicates external ticket state and > priority in OTRS, but essentially that's all there is to it. You'll need > some experience in Perl, and some digging around in the OTRS developer API > to make it work, but it's definitely not rocket science. Note that the > dynamic field stuff reqires at least OTRS 3.1, with 3.0 and below you would > need to use a TicketFreeText field for that purpose. > > Best regards, > > Peter. > > > On 24.05.2012, at 01:24, ipguy 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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