Hi Fran,
Thanks for your support ! I already tried with
PostMaster::PreFilterModule, doing something like this on
Kernel/Config.pm:
$Self->{'PostMaster::PreFilterModule'}->{'CERT-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
Subject => "CERT #([0-9]{3,6})",
},
Set => {
'X-OTRS-TicketKey1' => CustomerReference,
'X-OTRS-TicketValue1 => [***],
'X-OTRS-Queue' => 'Incident',
},
};
The queue placement is ok, but the actions I want to perform automatically are:
1) Search already open tickets on our system matching the incoming ticketID.
2) Merge those on a single ticket.
PD: Is [***] the actual value of the previous regexp or is it an
example marker ? Isn't it "$1" by convention in perl ?
Thanks indeed !
Roman
On Fri, May 1, 2009 at 11:00 AM, Frans Stekelenburg
<frans.stekelenb...@netdialog.eu> wrote:
> 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
>> ---------------------------------------------------------------------
>> 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
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
> ---------------------------------------------------------------------
> 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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
---------------------------------------------------------------------
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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
