You ask how to make a change to a DynamicField on a ticket? You'd enable it for a specific screen within SysConfig. Maybe it's in Note? It depends where you want to change it.
On Fri, Jan 2, 2015 at 5:41 PM, Scott R. Morgan <smor...@mamafus.com> wrote: > Thanks Gerald. > > With regard to manually filling in the fields, where/how is this done? In > a ticket response dialog? Where do you activate a Dynamic ticket text > field in the interface? > > > > Thank you! > > > > > *Scott R. Morgan **From:* otrs-boun...@otrs.org [mailto: > otrs-boun...@otrs.org] *On Behalf Of *Gerald Young > *Sent:* Friday, January 02, 2015 4:00 PM > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Create individual auto-ticket assignment based on > email content > > > > > Do I need to escape the tab character in the Filter condition? > > you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or > includes (-), you'll need to appropriately address. Use RegExPal.com to > test. > > > > >How does an agent assign a corresponding Ticket ID to a ticket to match > against the new ticket header data? > > One might manually fill the field? > > > > > > On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan <smor...@mamafus.com> > wrote: > > I think I understand how this setup is supposed to work: > > 1. Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID) > > 2. Create a Postmaster Filter to source out the location of the > ticket ID in the email in either the subject or body and using the (\d+) > function assign this to an X-OTDRHEADER ex: > X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+) > > 3. Add the code in the otter hub post to activate the filter > > > > Questions: > > · The header from one of our vendors changes based on the type or > response. The body of the helpdesk ticket always has the service order > info required like this (Notice the tab in the line): > “SONumber: 1234567” > Filter set to w/out the quotes: “SONumber: (\d+)” > Do I need to escape the tab character in the Filter condition? > > · How does an agent assign a corresponding Ticket ID to a ticket > to match against the new ticket header data? > > > > > > Thank you! > > > > *Scott R. Morgan* > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* Friday, January 02, 2015 3:20 PM > > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Create individual auto-ticket assignment based on > email content > > > > Yes. It's designed to receive inbound requests and match 98765 in an > existing ticket. LQ Marhall's post is relevant. > > > > On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan <smor...@mamafus.com> > wrote: > > It kind of addresses what we are trying to do. I am not sure of exactly > what this modification is doing though. It seems like this is a setting to > prevent looping of helpdesk systems. I don’t seem to be encountering that > as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) > > > > Does this code modification provide a way to associate OTRS helpdesk > ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO > 98765]? > > > > Thank you! > > > > > *Scott R. Morgan *Director of Information Systems > > Mama Fu's Franchise Group > > 512.949.3229 Help desk* (NEW!)* > > 512-949-3236 Office/Cell* (NEW!)* > > sc...@mamafus.com / http://www.mamafus.com > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* Friday, January 02, 2015 2:09 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Create individual auto-ticket assignment based on > email content > > > > Please let me know if > http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. > > > > On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan <smor...@mamafus.com> > wrote: > > We have several support vendors that have their own helpdesk systems. > When a report comes in from the field that is then assigned to a third > party support vendor, I would like my agents to be able to setup a OTRS > ticket rule that will automatically assign emails from the vendors helpdesk > ticket to the correct OTRS helpdesk ticket. We have 9 different queues > setup with each queue assigned to a specific IT system that will typically > (but not always) have a specific vendor(s) associated with the system that > would be added as a third party referral to take over support of a ticket > request. I would like an agent to be able to setup an auto-rule in the > ticket management that would allow the vendors helpdesk ticket number to be > added and from email address to be added that would then auto assign future. > > > > Is there an add-in or built in feature that would allow an agent to do > this on a per ticket basis? > > > > Thank you! > > > > > *Scott R. Morgan *Director of Information Systems > > Mama Fu's Franchise Group > > 512.949.3229 Help desk* (NEW!)* > > 512-949-3236 Office/Cell* (NEW!)* > > sc...@mamafus.com / http://www.mamafus.com > > > > > --------------------------------------------------------------------- > 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 > > > > > --------------------------------------------------------------------- > 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 > > > > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 >
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