Hi Ali,

this would only work if you write a custom Postmaster filter module, which would do what you described (Search for a regular expression pattern, that looks like a change number, and then use a change search to find such a change with that number, and link it with the ticket). It would be not so much effort, but requires some Perl programming.

The module would have to be registered in the sysconfig and put into Kernel/System/PostMaster/Filter. You could take a look at the existing modules there to get an idea.

If you need professional help to develop such a module please contact OTRS AG at milto:[email protected]

Best regards,
Udo


On 03.07.2013 10:31, Asma Ali wrote:
Thanks Udo for reply.

But I have different concern. I was wondering is it possible to have a
post master filter of changes for example if some one send an email with
Change Request number in email subject then system creates a ticket and
link this ticket with the change

this can be useful if the change implementor is third party and when
they finish their task   they just simply send email to OTRS with Change
number in subject and this email will automatically appended to existing
change


-----Ursprüngliche Mitteilung-----
Von: Udo Bretz <[email protected]>
An: ""\"OTRS:\"" <"OTRS:""@groupware01.otrs.com
Verschickt: Di, 2 Jul 2013 11:25 am
Betreff: Re: [itsm] Automatic creation of ticket when change is created

Hi,

this works out of the box if the ticket has the ticket type "RfC" (can
be changed or other ticket types can be added in the sysconfig option
ITSM Change Management -> Core::ITSMChange ->
"ITSMChange::AddChangeLinkTicketTypes"

But the agent must be in the group "itsm-change". Then a menu link
(ticket action) "Create Change" will be shown, which will lead you to
the ChangeAdd-Screen. After Cretaing a change, it will be linked
automatically with the ticket.

Best regards,
Udo


On 01.07.2013 21:23, Asma Ali wrote:
Hi I am looking for a way to create a ticket when change is created and
this ticket should be linked with this change automatically for example

Create an AutoLink between Change and Ticket .when a key User (Change
Manager) creates a new change then this change should be linked to a
automatically created ticket.

thanks


---------------------------------------------------------------------
OTRS mailing list: itsm - Webpage:http://otrs.org/
Archive:http://lists.otrs.org/pipermail/itsm
To unsubscribe:http://lists.otrs.org/mailman/listinfo/itsm

---------------------------------------------------------------------
OTRS mailing list: itsm - Webpage:http://otrs.org/
Archive:http://lists.otrs.org/pipermail/itsm
To unsubscribe:http://lists.otrs.org/mailman/listinfo/itsm



---------------------------------------------------------------------
OTRS mailing list: itsm - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/itsm
To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

---------------------------------------------------------------------
OTRS mailing list: itsm - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/itsm
To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

Reply via email to