X-OTRS-FollowUp-Title - what does it do?

[flappybird]

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?

[root]

Hi,

*FollowUp* headers only affect when the email is a follow-up to an existing ticket. Have you tried X-OTRS-Title?

- Roy

[flappybird]

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.

[root]

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

[flappybird]

Hi, X-OTRS-FollowUp-Title does not show up in the communication log.

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

Another question: Is there any specific reason why you don't use the SystemMonitoring add-on?

No reason, have not tried it.

[root]

Hi,

Search for the name of the PostMaster filter. Maybe the filter does not match. If so, you'll see it there.

- Roy

[flappybird]

I solved it, X-OTRS-FollowUp-Title was not in the PostmasterX-Header setting. Works now, thanks!