Hi Jan, no magic. You said in the response to Davids mail that you are able to write a script for that purpose, so you likely will be able to write a postmaster filter for that. As I said the Postmaster filters you can create via web frontend aren't suitable here. You have to create a Perl module
see http://forums.otterhub.org/viewtopic.php?f=81&t=18362&hilit=+Postmaster http://forums.otterhub.org/viewtopic.php?f=61&t=10837&p=42520&hilit=postmaster+attachment#p42520 http://forums.otterhub.org/viewtopic.php?f=61&t=18186&p=71564&hilit=Postmaster+filter#p71562 ... This is not that much work... - Renée On 16.01.2013 09:05, jan.dre...@bertelsmann.de wrote: > 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 --------------------------------------------------------------------- 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
