You "only" need a postmaster filter (a Perl module, no filter via web interface) and a dynamic field where the external ticket number is stored...
- Renée On 15.01.2013 15:02, jan.dre...@bertelsmann.de wrote: > Hi, > > our client wants to send reports automatically on regular basis to our ticket > system. The foreign system doesn't know about the corresponding ticket number > in OTRS, but has own identification numbers of the cases. > Is it possible to let OTRS sort the incoming mails into the corresponding > ticket? E.g. > > * First appearance of a foreign number creates a ticket > > * Following references to the foreign number append the article to > the existing OTRS ticket > > It's possible to modify the Mail headers (I think). So I thought about the > following possible solution: > > * Insert a mail header X-OTRS-TicketNumber > > * In Postmaster Mail Account definition enable "Trusted" > > * OTRS automagically respects the foreign number > > I think that's Utopia, isn't it? Are there any other ways? Do I have to > modify the sources to let OTRS recognize the foreign numbers? > > > Regards > Jan Dreyer > IT Administrator / Operations Team / M-IT OMS > > > > > --------------------------------------------------------------------- > 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 -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de
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