Hi Jan, What you're asking for is exactly what our "External Ticket Number Recognition" Feature Add-On does:
http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Wed, Jan 16, 2013 at 8:52 AM, <jan.dre...@bertelsmann.de> wrote: > Hi David,**** > > ** ** > > your solution sounds easy and I think I would be able to write such a > script, thanks!**** > > But:**** > > On one hand I don’t like the idea of spreading this work away from the > OTRS, on the other hand I _*don’t*_ control the mail server.**** > > I _*could*_ do a fetchmail/procmail solution though, if nothing else > works.**** > > ** ** > > Regards**** > > Jan Dreyer**** > > IT Administrator / Operations Team / M-IT OMS**** > > ** ** > > *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag > von *David Boyes > *Gesendet:* Dienstag, 15. Januar 2013 16:47 > *An:* User questions and discussions about OTRS. > > *Betreff:* Re: [otrs] respect foreign ticket IDs**** > > ** ** > > ** ** > > I think that’s Utopia, isn’t it? Are there any other ways? Do I have to > modify the sources to let OTRS recognize the foreign numbers?**** > > ** ** > > I would do this outside OTRS. If you control the mail server that receives > mail for OTRS, give the client a specific alias for the automated reports > and make sure their ticket number is in the Subject line. Write a script > that extracts the subject line, parses out the foreign ticket # and looks > it up in a database table. If not found, make an entry, and use the SOAP > interface to create a ticket in OTRS. Capture the ticket # and put in the > database table. If the foreign ticket # IS found, append it to the OTRS > ticket # recorded in the database table. **** > > ** ** > > No OTRS magic required, and no additional configuration to carry over to > the next version of OTRS. Also pretty much transparent to the client, and > can be easily replicated for multiple clients. **** > > ** ** > > --------------------------------------------------------------------- > 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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