-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Maurice,
> 200710051226 system ID is 12). I would create a ticket in one system and > send an email to the other system through composing an email from the > ticket itself. This would create a new ticket on the other system. (All > is well). > > When I tried to respond to the originating system from the newly > generated ticket, instead of appending the original ticket it would > create a new ticket. I found that system ID served no purpose. I had to > completely change the ticket hook from Ticket# to something like > NYTicket# 20071005102127 and LATicket# 200710051226. Only after this > change could I append tickets back and forth between both systems. If IMO, this is because the postmaster looks for the first occurence of the ticket hook and takes the following number to look for in the database. Since this is probably the ticket number from the other system, it creates a new ticket. > any one knows of a better more efficient way to have multiple systems > interact with each other, please feel free to lay it out > ...a more appropiate and useful way would be the implementation of a real interface between two (or even many) OTRS-instances. You could use ticket events to identify which changes or actions on tickets should be copied/transfered to the other system(s) => you don't need to send email-answers. The actual transfer could happen via the rpc-interface or by sending encrypted emails. Then the destination system(s) would need a corresponding postmaster filter, which does the information handling. I implemented such an interface a while ago for v2.04 - it worked quite well. regards & a happy new year Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHd++SvXo8m5PgoXQRAqSkAJ0WyjthOUDQhe4CVfMUhbTQcIiH+QCdHRZy MGyw56wVsnzMe+f7nzibqg8= =pc31 -----END PGP SIGNATURE----- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
