Hi list!
We want to automatically add incoming email to existing tickets, but
being a newbie to OTRS, I have no idea of some of the details.
I have a POP3 address set up so that new tickets are automatically
created in a certain queue, let's say it's called "Queue1". This works fine.
Now some of the incoming mail is sent by users, and some is
auto-generated from an online system.
In the online system, every user generates an "order received user
12345" email, and optionally one or more additional emails which belong
to the same incident. Those optional emails come from a certain email
address and all contain the same user id in the subject (such as "user
12345 uploaded images" or "information request from user 12345").
I want OTRS to take those "additional" emails and add them to the
existing "user 12345 order received" ticket instead of each one
generating a new ticket.
My idea is to use an incoming filter which adds the user id to a custom
field for the "order received user 12345" ticket, and then use one
filter per kind of "additional" email, grep out the user id from the
subject, look up the original "order received" ticket with the matching
user id in the custom field, and add the email to the matching ticket
instead of creating a new one. The user id's are always 5-digit numbers,
so they should be easily grepable.
I tried to find out through the docs, but they're pretty light on how to
use regex in the filters, and as for looking up the original ticket and
adding stuff to it instead of creating new tickets, I'm completely lost.
I've seen the coding examples in
<http://doc.otrs.org/2.2/en/html/x1267.html#email-receiving-filter>, but
I don't know any perl fu, so that doesn't exactly help.
I'm using OTRS 2.2.2 in a VM running FreeBSD7-RELEASE, because that's
what was current in the ports collection. ;)
Any help with this is appreciated. I'm willing to update both the German
and English documentation if a solution is found, because I found it a
bit light about filtering and believe in giving back. ;)
Best regards and thanks in advance,
Thorsten
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