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/