Thanks for your suggestions, Frans ;) Indeed, [***] does not work in OTRS 2.3 for me :_S...
Just for the record, I'm attaching a (quick & dirty) custom OTRS script (may it be called like this?) to do what I was looking for. You only have to change "$USERID" and "OTHER_TICKETING" strings to your liking. Enjoy ! Roman On Mon, May 4, 2009 at 3:05 PM, Frans Stekelenburg <frans.stekelenb...@netdialog.eu> wrote: > Hi Roman, > > [***] is indeed OTRS's equivalent of $1 (and $2, if more expressions > are filtered, although I think that was broken until fixed in 2.4) > > If you actually want to match on the foreign (external) reference#, I > think you will have to run an external script (checking OTRS, the > database). Either simple, a unix script querying the database for the > open OTRS case ID, or a 'real' perl script, using OTRS. I have a similar > question outstanding. > > If you Google 'OTRS external script' you may find some ideas. I found > similar threads concerning Nagios and Airt integration. > > > Kind regards, > > Frans > >> -----Original Message----- >> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf > Of >> brainstorm >> Sent: maandag 4 mei 2009 14:12 >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Merging tickets from other ticketing systems >> >> 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! 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otrs.regexp_merge
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