Hi Roman,
The [PostMaster Filter] is the best option available, before starting to
do complicated things.
The simpelest is similar like we have in use (one of our partners send
tickets as '##1234##'):
Wildcard matching with regexp like features is necessary, probably need
some testing.
The [***] as result is what you then need.
Add Postmaster filter:
Match
Header 1: Subject, Value: ##([0-9]{3,6})##
Header 2: From, value: EMAILADDRESS:serv...@someorganisation.inc
Set:
Header 1: X-OTRS-TicketKey1, Value: CustomerReference
Header 2: X-OTRS-TicketValue1, Value: [***]
Header 3: X-OTRS-Queue, Value: <SOMEORG queue>
Further more you have options available like, let the other party send
to a special e-mail address, have them send their ticket ID in a (OTRS)
header variable, filter form fixed values in the body etc. etc.
gr,
Frans
> -----Original Message-----
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of
> brainstorm
> Sent: donderdag 30 april 2009 13:37
> To: otrs@otrs.org
> Subject: [otrs] Merging tickets from other ticketing systems
>
> Hi ppl,
>
> I'm sure that this is answered somewhere in the ML archives, but I
> wasn't able to find it though :-/
>
> The issue is simple, but before jumping on writing a custom OTRS
> plugin I want to be sure that the functionality isn't already on
> mainline OTRS.
>
> We cooperate with other organizations but they use RT or others. My
> (simple) intention is to merge incoming tickets by the foreign ID
> present in the subject, such as:
>
> #193754
>
> I've tried with Generic agent, but I cannot figure out how can it
> match a variable pattern.
>
> Any suggestions or already done scripts/plugins for this ?
>
> Thanks in advance !
> Roman
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