Thanks Jack, this is what I did! But now users will have to delete emails manually in the original mailbox, but as we say in French : "on ne peut pas avoir le beurre, l'argent du beurre et le cul de la crémière" :)
-----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: lundi, 23. novembre 2009 00:44 To: otrs@otrs.org Subject: otrs Digest, Vol 14, Issue 71 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: freefield autofill (James Morgan) 2. Re: How to change the automatic deleting of emails in outlook when creating tickets automatically from emails (Jie(Jack) Zhu) 3. Re: freefield autofill (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Mon, 23 Nov 2009 09:54:45 +1100 From: "James Morgan" <james.mor...@vernet.net.au> Subject: Re: [otrs] freefield autofill To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <fd117052e8135b49afb3904193f418ed713...@vnfs1.vernet.local> Content-Type: text/plain; charset="us-ascii" I did something similar to this with RT and OTRS. There's a department here that uses RT and we use OTRS, so I wrote a script that can accept the piped output from sendmail (as an alias), parse the message subject (which had the RT number in it) and add the RT number to one of the FreeText fields. It also did a MySQL lookup on the ticket table to work out which ticket number in OTRS was correct for that RT number and then modified the subject line of the message to suit (added [Ticket#...] because RT strips it out). I suggest it might be a decent option for you. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Monday, 23 November 2009 9:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] freefield autofill yes, it should be something like this. ie, this is the incoming mail from: ConfigurationManager to: deployment, otrs Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test Environment Body: Availability in System Test environment. Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System Test environment on the Italian StarTeam server Project: Business_Intelligence View: REV-EBIS_209.0.6.B1_IT CR implemented: n.a. Bug Solved: 75948;76004 for the last two row I would like to get (for CR) n.a (or the values that could be present) and (for Bug Solved) 75948;76004 and populate freetext7 and freetext8 respectively. On Sun, Nov 22, 2009 at 11:25 PM, James Morgan <james.mor...@vernet.net.au> wrote: Sorry, I don't understand the request. Are you wanting to parse the incoming message and then set FreeText fields accordingly? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Saturday, 21 November 2009 2:43 AM To: User questions and discussions about OTRS. Subject: [otrs] freefield autofill Hi all, Is there anyone that has an freefield autofiller just ready and modifiable ? I mean something like a mysql trigger or something else that parse incoming mail (so insert into) and take values and update the same record ? thanks in advance. MV --------------------------------------------------------------------- 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/ -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20091123/9aa4ae1d/attachment-0001.html> ------------------------------ Message: 2 Date: Sun, 22 Nov 2009 18:10:24 -0500 From: "Jie\(Jack\) Zhu" <j....@impactek.com> Subject: Re: [otrs] How to change the automatic deleting of emails in outlook when creating tickets automatically from emails To: "'User questions and discussions about OTRS.'" <otrs@otrs.org> Message-ID: <003d01ca6bc9$03b013b0$0b103b...@zhu@Impactek.com> Content-Type: text/plain; charset="UTF-8" Hi Philippe, To work around, I think you could probably set up an e-mail forwarding which forwards all e-mails to another mailbox when they come into your mail server. Maybe this is a easy way to achieve those e-mails. Regards, Jack -----Original Message----- From: Michiel Beijen [mailto:m...@otrs.org] Sent: Friday, November 20, 2009 4:04 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to change the automatic deleting of emails in outlook when creating tickets automatically from emails Hi Philippe, There is no setting in OTRS that will help you with this; OTRS can read emails from IMAP and POP mailboxes but will always delete those, in order to prevent duplicate tickets and such. I would recommend to set up a separate mailbox for OTRS. Now, on the existing mailbox, create a filter that will forward the email to OTRS based on your criteria (probably something like IF from != mydomain.example THEN FORWARD to otrs) and have OTRS process it. Hope this helps, ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: Andr? Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Wed, Nov 18, 2009 at 5:20 PM, Martignier, Philippe <philippe.martign...@wipo.int> wrote: > Hello there, > > > > Maybe a dummy question, but here is the problem I have now: > > > > Lets say I have one email. > > > > Tickets are generated from that email. > > > > The problem is that once the ticket is created, the email (in outlook) is > gone. > > > > Do you know if there is a parameter I can change to avoid that ? > > > > I tried to use Postmaster filters and to play with this and even if I set > the X-OTRS-Ignore to ?Yes? the email is still deleted (and the ticket is not > created but that is normal J > > > > Many thanks for any kind of response! > > > > Greetings > > > > Philippe > > > > PS : my goal is to do a filtering for internal messages only and to keep > them. > > Internal messages should not be created as tickets but have to stay in > Outlook. > > Messages that comes from customers (=external) should be created as tickets > and deleted from Outlook. > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : philippe.martign...@wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB I > > Office : 2,4 > > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > 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/ > ------------------------------ Message: 3 Date: Mon, 23 Nov 2009 00:43:25 +0100 From: Marco Vannini <marco.vann...@gmail.com> Subject: Re: [otrs] freefield autofill To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <7bd09e660911221543p3667ca6scb74b1e3c1937...@mail.gmail.com> Content-Type: text/plain; charset="windows-1252" Yes it might be, I thought that a trigger could be faster end easiest and would not impact the normal and clean flow that PostMasterMailbox implements. I was thinking at a script that could be executed by the GenericAgent too but I cannot see how having just ARG[0] and ARG[1] that I think they are not enougth for my job. So, probably I'll go through a fetchmail/procmail solution that I think it's similar to what you told me. Thank you very mutch. cheers. MV On Sun, Nov 22, 2009 at 11:54 PM, James Morgan <james.mor...@vernet.net.au>wrote: > I did something similar to this with RT and OTRS. There?s a department > here that uses RT and we use OTRS, so I wrote a script that can accept the > piped output from sendmail (as an alias), parse the message subject (which > had the RT number in it) and add the RT number to one of the FreeText > fields. It also did a MySQL lookup on the ticket table to work out which > ticket number in OTRS was correct for that RT number and then modified the > subject line of the message to suit (added [Ticket#...] because RT strips it > out). > > > > I suggest it might be a decent option for you. > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Marco Vannini > *Sent:* Monday, 23 November 2009 9:36 AM > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] freefield autofill > > > > yes, it should be something like this. > > > > ie, this is the incoming mail > > > > from: ConfigurationManager > > to: deployment, otrs > > Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test > Environment > > Body: > > Availability in System Test environment. > > Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System Test > environment on the Italian StarTeam server > > Project: Business_Intelligence > > View: REV-EBIS_209.0.6.B1_IT > > CR implemented: n.a. > > Bug Solved: 75948;76004 > > > > for the last two row I would like to get (for CR) n.a (or the values that > could be present) and (for Bug Solved) 75948;76004 and populate freetext7 > and freetext8 respectively. > > > > > > > > On Sun, Nov 22, 2009 at 11:25 PM, James Morgan <james.mor...@vernet.net.au> > wrote: > > Sorry, I don?t understand the request. Are you wanting to parse the > incoming message and then set FreeText fields accordingly? > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Marco Vannini > *Sent:* Saturday, 21 November 2009 2:43 AM > *To:* User questions and discussions about OTRS. > *Subject:* [otrs] freefield autofill > > > > Hi all, > > > > Is there anyone that has an freefield autofiller just ready and modifiable > ? I mean something like a mysql trigger or something else that parse > incoming mail (so insert into) and take values and update the same record ? > > > > thanks in advance. > > > > MV > > > > > > > --------------------------------------------------------------------- > 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/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20091123/af4d4022/attachment.html> ------------------------------ --------------------------------------------------------------------- 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/ End of otrs Digest, Vol 14, Issue 71 ************************************ World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. --------------------------------------------------------------------- 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/
