Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list?
Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. --------------------------------------------------------------------- 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/
