Hi, I am using Znuny 6.5.4
I am under the assumption that the X-OTRS-FollowUp-Title header will change the title of the ticket. However, this does not happen, the title will stay the same as it was when the ticked was initally created.
Mails are delivered via bin/otrs.Console.pl Maint::PostMaster::Read, so headers are trusted. Other headers work as intended, like the pending auto close timer.
Is this intended?
X-OTRS-FollowUp-Title - what does it do?
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X-OTRS-FollowUp-Title - what does it do?
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Re: X-OTRS-FollowUp-Title - what does it do?
Hi,
*FollowUp* headers only affect when the email is a follow-up to an existing ticket. Have you tried X-OTRS-Title?
- Roy
*FollowUp* headers only affect when the email is a follow-up to an existing ticket. Have you tried X-OTRS-Title?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Re: X-OTRS-FollowUp-Title - what does it do?
Hi Roy, thanks for responding.
this is a followup mail to an existing ticket.
My workflow is as follows: Icinga sends a mail to Znuny with "WARNING" or "CRITICAL". If the checked service goes to "OK" another mail is sent as reply to the original mail. This is done by setting Reference and In-Reply-To header.
In the first mail I set the X-OTRS-Title header, example: "server01 - Load CRITICAL", with the same text as the subject header.
this is a followup mail to an existing ticket.
My workflow is as follows: Icinga sends a mail to Znuny with "WARNING" or "CRITICAL". If the checked service goes to "OK" another mail is sent as reply to the original mail. This is done by setting Reference and In-Reply-To header.
In the first mail I set the X-OTRS-Title header, example: "server01 - Load CRITICAL", with the same text as the subject header.
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Re: X-OTRS-FollowUp-Title - what does it do?
Hi,
Maybe the filter is not working as expected. You can check this with the CommunicationLog and see if you filter is matching or not.
Another question: Is there any specific reason why you don't use the SystemMonitoring add-on?
- Roy
Maybe the filter is not working as expected. You can check this with the CommunicationLog and see if you filter is matching or not.
Another question: Is there any specific reason why you don't use the SystemMonitoring add-on?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
- Posts: 8
- Joined: 12 Dec 2023, 18:49
- Znuny Version: 6.5.4
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Re: X-OTRS-FollowUp-Title - what does it do?
Hi, X-OTRS-FollowUp-Title does not show up in the communication log.
Other X-OTRS-* do show up:
Other X-OTRS-* do show up:
Code: Select all
Kernel::System::PostMaster::FollowUp Pending time update via 'X-OTRS-FollowUp-State-PendingTime'! State-PendingTime: +60m. 13/12/2023 14:00:21
Kernel::System::PostMaster::FollowUp X-OTRS-FollowUp-State: pending auto close+ 13/12/2023 14:00:21
Kernel::System::PostMaster::FollowUp X-OTRS-FollowUp-State-PendingTime: +60m 13/12/2023 14:00:21
No reason, have not tried it.Another question: Is there any specific reason why you don't use the SystemMonitoring add-on?
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Re: X-OTRS-FollowUp-Title - what does it do?
Hi,
Search for the name of the PostMaster filter. Maybe the filter does not match. If so, you'll see it there.
- Roy
Search for the name of the PostMaster filter. Maybe the filter does not match. If so, you'll see it there.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
- Posts: 8
- Joined: 12 Dec 2023, 18:49
- Znuny Version: 6.5.4
- Real Name: Harald
Re: X-OTRS-FollowUp-Title - what does it do?
I solved it, X-OTRS-FollowUp-Title was not in the PostmasterX-Header setting. Works now, thanks!