Hi Renée
That sounds like a lot of magic with regexp?! I still did not understand how to
do the link.
I think, an example would be nice:
FID = foreign ID
OID = OTRS ID
Example:
We already received a ticket with FID 0815 and it got the OID 1234.
Incoming Mail with FID 0815.
PostmasterFilter:
Match:
Header 1: X-OTRS-TicketValue1
Value: [0-9]+ (????? No idea what has to go here)
Set:
Header 1: X-OTRS-?????
Value: ?????
As you see, I have no idea
* how to determine the corresponding OID
* how to SET the matching OID
I'm sure though it can't be too difficult ... :-/
Regards
Jan Dreyer
IT Administrator / Operations Team / M-IT OMS
-----Ursprüngliche Nachricht-----
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Renee B
Gesendet: Dienstag, 15. Januar 2013 18:16
An: otrs@otrs.org
Betreff: Re: [otrs] respect foreign ticket IDs
Hi Jan,
On 15.01.2013 16:20, jan.dre...@bertelsmann.de wrote:
> 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 :(
>
>
Instead of a dynamic field you can use TicketFreeText as well ;-)
Regarding the matching:
The postmaster filter looks for the foreign ticket id (either in the
subject or in any other mail header field -- should be configurable). If
it finds one, the filter searches for tickets with the foreign id in the
freetextfield. If a ticket is found, the mail is handled as a follow up,
otherwise it's a new ticket (and the foreign id is saved in the
freetextfield).
- Renée
--
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de
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