Hi Alex,
do you know about the X-OTRS-FollowUp-* headers (see doc/X-OTRS-
Headers.txt)?
Theses headers are used for follow ups.
The reason is, for example you use X-OTRS-Queue for a special sender
and you get also an follow up from this sender, the ticket will moved
on every follow up back to the queue which is set in the X-OTRS-Queue.
I hope it helps you!
Greetings,
-Martin
On Oct 25, 2007, at 3:00 PM, Alex Mihicinac wrote:
Hi,
I've noticed some strange behaviour, this is the story:
- articles are tagged via .procmail (X-OTRS headers)
- when initial (article which generates new ticket) article arrives,
header tags are read and properly stored into database
- when reply articles become to arrive, header tags are ignored,
values
are not stored into database
Can someone explain that?
Example articles:
- .procmailrc
:0 fhw :
* ^TO(xxx|yyyyy|zzzzz)@domain\.org
| formail -I "X-OTRS-Queue: somequeue" -I "X-OTRS-ArticleKey3: bounce"
-I "X-OTRS-ArticleValue3: new";
- initial article
mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where
id=423171;
+--------+-----------+------------+-------------+
| id | ticket_id | a_freekey3 | a_freetext3 |
+--------+-----------+------------+-------------+
| 423171 | 176914 | bounce | new |
+--------+-----------+------------+-------------+
1 row in set (0.01 sec)
- reply article
mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where
id=423172;
+--------+-----------+------------+-------------+
| id | ticket_id | a_freekey3 | a_freetext3 |
+--------+-----------+------------+-------------+
| 423172 | 176914 | NULL | NULL |
+--------+-----------+------------+-------------+
1 row in set (0.00 sec)
Best regards,
Alex
P.S. Powered by OTRS 2.1.7
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