Laurent Minost schrieb: > Hi, > > Checked on Google and OTRS mailing list archives for an answer to this > question but can't find one. This may have something to do with > development. > I'm currently on the process of migrating to OTRS for a specific > platform and in this way I was asked to restore back on OTRS all of > our old Double Choco Latte tickets data so we wil have all historical > tickets accessible through OTRS. > > For the moment, I run into creating data in OTRS by sending custom > mails containing old data and so let it create all necessaries entries > by itself, so I'm using a lot all of these useful X-OTRS-* Headers BUT > I wonder : > > - is there any "hidden"/undocumented headers like X-OTRS-TicketID or > X-OTRS-EmailDate ? It would help a lot because we need to keep Ticket > Numbers the same between old and new ticketing system and for dates it > would be better if we can keep original > creation/modification/resolution dates from original emails.
No, there isn't. And it's kind of intentionally this way. Passing a ticket number is dangerous, because the very same number may exist already. and where you expect a new ticket to be created the mail would just be attached (best case) or you would end up with two tickets having the same number (worst case). Passing a date would make it too easy to spoof mails and destroy the reliably of the record. I realize neither risk really exists in your case, but for the general case we need to be careful with such features. > > - does anyone see a better way to integrate back all of these datas > into OTRS ? > You could write a custom postmaster filter doing just what you descibribed and pipe your mails into it. In a custom filter you're not restricted to the X-OTRS headers, but can use the OTRS internals to accomplish what you're looking for. hth, BB
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