Re: [otrs] respect foreign ticket IDs

[Jan.Dreyer]

Hi David,

your solution sounds easy and I think I would be able to write such a script, 
thanks!
But:
On one hand I don't like the idea of spreading this work away from the OTRS, on 
the other hand I _don't_ control the mail server.
I _could_ do a fetchmail/procmail solution though, if nothing else works.

Regards
Jan Dreyer
IT Administrator / Operations Team / M-IT OMS

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von David 
Boyes
Gesendet: Dienstag, 15. Januar 2013 16:47
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] respect foreign ticket IDs


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?

I would do this outside OTRS. If you control the mail server that receives mail 
for OTRS, give the client a specific alias for the automated reports and make 
sure their ticket number is in the Subject line. Write a script that extracts 
the subject line, parses out the foreign ticket # and looks it up in a database 
table. If not found, make an entry, and use the SOAP interface to create a 
ticket in OTRS. Capture the ticket # and put in the database table. If the 
foreign ticket # IS found, append it to the OTRS ticket # recorded in the 
database table.

No OTRS magic required, and no additional configuration to carry over to the 
next version of OTRS. Also pretty much transparent to the client, and can be 
easily replicated for multiple clients.

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Re: [otrs] respect foreign ticket IDs

[Renee B]

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

-- 
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Re: [otrs] respect foreign ticket IDs

[David Boyes]

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?

I would do this outside OTRS. If you control the mail server that receives mail 
for OTRS, give the client a specific alias for the automated reports and make 
sure their ticket number is in the Subject line. Write a script that extracts 
the subject line, parses out the foreign ticket # and looks it up in a database 
table. If not found, make an entry, and use the SOAP interface to create a 
ticket in OTRS. Capture the ticket # and put in the database table. If the 
foreign ticket # IS found, append it to the OTRS ticket # recorded in the 
database table.

No OTRS magic required, and no additional configuration to carry over to the 
next version of OTRS. Also pretty much transparent to the client, and can be 
easily replicated for multiple clients.

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Re: [otrs] respect foreign ticket IDs

[Jan.Dreyer]

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 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








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Re: [otrs] Why don?t work for me ACL with Dynamic Fields

[Carlos Andrés Gallego Arboleda]

Hi

Do you use other ACL on this form??

Try to change the name of the ACL

> $Self->{TicketAcl}->{'-250-ACL-CATEGORIA'} = {


$Self->{TicketAcl}->{'PUNTO DE PERSONALIZACION SUMINISTRO ELECTRICO'} =
{
Properties =>
 {
Frontend =>
{
Action => ['AgentTicketClose'],
},
 Ticket =>
{
Service => ['PUNTO DE PERSONALIZACION::SUMINISTRO ELECTRICO'],
},
},
Possible =>
 {
Ticket =>
{
DynamicField_TipoFalla => [
 'FALLA DE REGULADOR DE VOLTAJE',
'FALLA DE ENERGIA COMERCIAL'],
 },
}
};





This is an example of the ACL works, on my server, use as reference, but I
don't see diference.



2013/1/15 Antonio Sarmiento 

> Thanks Nils for your quick response, but I'm NOT using root@localhos, I'm
> using other agent in admin group
> Best regards
>
> Antonio
>
> Date: Tue, 15 Jan 2013 14:23:14 +0100
> From: Nils Leideck 
> Subject: Re: [otrs] Why don?t work for me  ACL with  Dynamic Fields
>
> Are you logged in with root@localhost ?
>
> On 15.01.2013, at 13:46, Antonio Sarmiento wrote:
>
> > Hi,
> > I'm trying to restrict the values shows in a phone ticket for a Dynamic
> > Field, depending on the Service selected using the following ACL in
> > config.pm :
> >
> > $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = {
> ># match properties
> >Properties => {
> ># current action match properties
> >Frontend => {
> >Action => ['AgentTicketPhone','AgentTicketEmail'],
> >},
> ># current ticket match properties
> >Ticket => {
> >Service=> ['INCIDENTES::Comunicaciones::REDES'],
> >}
> >},
> ># return possible options (white list)
> >Possible => {
> >Ticket => {
> >DynamicField_DF1  => ['HUB','WIFi'],
> > },
> >},
> > };
> >
> > But it don?t work because shows the 8 values stored in DF1
> >
> > The names of services are ok and name and key of the dynamic field is the
> > same
> > Dynamic field where defined, store with data and declare in phone ticket
> > Other ACL which not involves Dynamic fields are working ok
>NOT Using root@localhost, I using other agent in admin group
> > win7,OTRS3.1.12, ITSM3.1.7,Mysql
> >
> > Somebody could help me?
> >
> > I appreciate your help
> >
> > Best regards
> >
> > Antonio
> >
> > -
> > 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
>
> Cheers, Nils
> --
> http://webint.cryptonode.de / a Fractal project
>
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Re: [otrs] respect foreign ticket IDs

[Renee B]

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
>
>
>
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


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Re: [otrs] Why don?t work for me ACL with Dynamic Fields

[Antonio Sarmiento]

Thanks Nils for your quick response, but I'm NOT using root@localhos, I'm
using other agent in admin group
Best regards 

Antonio

Date: Tue, 15 Jan 2013 14:23:14 +0100
From: Nils Leideck 
Subject: Re: [otrs] Why don?t work for me  ACL with  Dynamic Fields

Are you logged in with root@localhost ?

On 15.01.2013, at 13:46, Antonio Sarmiento wrote:

> Hi,
> I'm trying to restrict the values shows in a phone ticket for a Dynamic
> Field, depending on the Service selected using the following ACL in
> config.pm :
> 
> $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = {
># match properties
>Properties => {
># current action match properties
>Frontend => {
>Action => ['AgentTicketPhone','AgentTicketEmail'],
>},
># current ticket match properties
>Ticket => {
>Service=> ['INCIDENTES::Comunicaciones::REDES'],
>}
>},
># return possible options (white list)
>Possible => {
>Ticket => {
>DynamicField_DF1  => ['HUB','WIFi'], 
> },
>},
> };
> 
> But it don?t work because shows the 8 values stored in DF1
> 
> The names of services are ok and name and key of the dynamic field is the
> same
> Dynamic field where defined, store with data and declare in phone ticket
> Other ACL which not involves Dynamic fields are working ok
   NOT Using root@localhost, I using other agent in admin group
> win7,OTRS3.1.12, ITSM3.1.7,Mysql
> 
> Somebody could help me?
> 
> I appreciate your help
> 
> Best regards
> 
> Antonio
> 
> -
> 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

Cheers, Nils
-- 
http://webint.cryptonode.de / a Fractal project

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[otrs] respect foreign ticket IDs

[Jan.Dreyer]

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

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Re: [otrs] Are config options ViewableSenderTypes and UnlockStateType dead-weight?

[Gerald Young]

Seems as if your assessment is valid. It may have been a legacy issue that
no longer applies yet wasn't fully removed.



On Tue, Jan 15, 2013 at 7:14 AM, Bogdan Iosif wrote:

> Hi everyone,
>
> I was looking into the config options from subject and was unable to find
> any use for them even after I searched through the source code.
>
> Here are a couple of details I was able to gather:
>
> - Ticket::ViewableSenderTypes
> = Help is incomplete saying only: Defines the default viewable sender
> types of a ticket (default: customer)
> = Unable to find anything useful by searching v3.1.9 sources for the
> text "ViewableSenderTypes". I found this config option referenced in only
> two places, the new() methods of "Kernel::Modules::AgentTicketQueue" and
> "Kernel::Modules::CustomerTicketOverview" but then I wasn't able to
> determine where/how it is actually used.
>
> - Ticket::UnlockStateType
> = Help is incomplete saying only: Defines the valid states for
> unlocked tickets
> = Unable to find anything useful by searching v3.1.9 sources for the
> text "UnlockStateType". I found this config option referenced in only one
> place, the new() method of "Kernel::System::State" but then I wasn't able
> to determine where/how it is actually used.
>
> *** Does anyone know about the usefulness of these options? ***
>
> /bogdan
>
>
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Re: [otrs] Why don´t work for me ACL with Dynamic Fields

[Nils Leideck]

Are you logged in with root@localhost ?

On 15.01.2013, at 13:46, Antonio Sarmiento wrote:

> Hi,
> I'm trying to restrict the values shows in a phone ticket for a Dynamic
> Field, depending on the Service selected using the following ACL in
> config.pm :
> 
> $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = {
># match properties
>Properties => {
># current action match properties
>Frontend => {
>Action => ['AgentTicketPhone','AgentTicketEmail'],
>},
># current ticket match properties
>Ticket => {
>Service=> ['INCIDENTES::Comunicaciones::REDES'],
>}
>},
># return possible options (white list)
>Possible => {
>Ticket => {
>DynamicField_DF1  => ['HUB','WIFi'], 
> },
>},
> };
> 
> But it don´t work because shows the 8 values stored in DF1
> 
> The names of services are ok and name and key of the dynamic field is the
> same
> Dynamic field where defined, store with data and declare in phone ticket
> Other ACL which not involves Dynamic fields are working ok
> win7,OTRS3.1.12, ITSM3.1.7,Mysql
> 
> Somebody could help me?
> 
> I appreciate your help
> 
> Best regards
> 
> Antonio
> 
> -
> 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

Cheers, Nils
-- 
http://webint.cryptonode.de / a Fractal project

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[otrs] Why don´t work for me ACL with Dynamic Fields

[Antonio Sarmiento]

Hi,
I'm trying to restrict the values shows in a phone ticket for a Dynamic
Field, depending on the Service selected using the following ACL in
config.pm :

$Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = {
 # match properties
 Properties => {
 # current action match properties
 Frontend => {
 Action => ['AgentTicketPhone','AgentTicketEmail'],
 },
 # current ticket match properties
 Ticket => {
 Service=> ['INCIDENTES::Comunicaciones::REDES'],
 }
 },
 # return possible options (white list)
 Possible => {
 Ticket => {
 DynamicField_DF1  => ['HUB','WIFi'], 
  },
 },
 };

But it don´t work because shows the 8 values stored in DF1

The names of services are ok and name and key of the dynamic field is the
same
Dynamic field where defined, store with data and declare in phone ticket
Other ACL which not involves Dynamic fields are working ok
win7,OTRS3.1.12, ITSM3.1.7,Mysql

Somebody could help me?

I appreciate your help

Best regards

Antonio





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[otrs] Are config options ViewableSenderTypes and UnlockStateType dead-weight?

[Bogdan Iosif]

Hi everyone,

I was looking into the config options from subject and was unable to find
any use for them even after I searched through the source code.

Here are a couple of details I was able to gather:

- Ticket::ViewableSenderTypes
= Help is incomplete saying only: Defines the default viewable sender
types of a ticket (default: customer)
= Unable to find anything useful by searching v3.1.9 sources for the
text "ViewableSenderTypes". I found this config option referenced in only
two places, the new() methods of "Kernel::Modules::AgentTicketQueue" and
"Kernel::Modules::CustomerTicketOverview" but then I wasn't able to
determine where/how it is actually used.

- Ticket::UnlockStateType
= Help is incomplete saying only: Defines the valid states for unlocked
tickets
= Unable to find anything useful by searching v3.1.9 sources for the
text "UnlockStateType". I found this config option referenced in only one
place, the new() method of "Kernel::System::State" but then I wasn't able
to determine where/how it is actually used.

*** Does anyone know about the usefulness of these options? ***

/bogdan
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