Hi Renée, thanks for your answer. The installation I was referring to has 2.4.11 (upgrade is planned), but either with 3.X I have no idea how to link the incoming articles referring to the same case to ONE OTRS ticket via dynfields :(
Gruß Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Renee B Gesendet: Dienstag, 15. Januar 2013 15:44 An: otrs@otrs.org Betreff: Re: [otrs] respect foreign ticket IDs 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<mailto: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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