OTRS 6 CE - ExternalTicketRecognition
Moderator: crythias
OTRS 6 CE - ExternalTicketRecognition
Hello
I need urgent help with OTRS 6 Community Edition
We moved from OTRS 4 Free to OTRS 6 CE by manually forwarding tickets to temp mail and sending it to OTRS6
But now when customers answers with "Old" OTRS number , "New" OTRS keeps opening new tickets
Example :
Sending email with subject "[10829856]" creates new ticket 88xxxxxx
Sending email with subject "Incident nr:88xxxxxx - [10829856]" attaches answer to created above ticket
Sending another email with subject "[10829856]" creates another ticket with new numer
We set up PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 (config in attached picture) but it's not working for any email
Anyone can please explain why it's not working ? Cause I'm working now over 36 hrs moving tickets and trying get postmaster to work
Looking forward to hear from you mates
Norbert
I need urgent help with OTRS 6 Community Edition
We moved from OTRS 4 Free to OTRS 6 CE by manually forwarding tickets to temp mail and sending it to OTRS6
But now when customers answers with "Old" OTRS number , "New" OTRS keeps opening new tickets
Example :
Sending email with subject "[10829856]" creates new ticket 88xxxxxx
Sending email with subject "Incident nr:88xxxxxx - [10829856]" attaches answer to created above ticket
Sending another email with subject "[10829856]" creates another ticket with new numer
We set up PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 (config in attached picture) but it's not working for any email
Anyone can please explain why it's not working ? Cause I'm working now over 36 hrs moving tickets and trying get postmaster to work
Looking forward to hear from you mates
Norbert
You do not have the required permissions to view the files attached to this post.
-
- Administrator
- Posts: 4011
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: OTRS 6 CE - ExternalTicketRecognition
Hi,
It looks like you did not complete the configuration: what about the FromAddressRegExp? Really @example.com?
- Roy
P.S.: Two other things: if it's urgent and import consider professional help, and why did you not just migrate your OTRS 4 to 6?
It looks like you did not complete the configuration: what about the FromAddressRegExp? Really @example.com?
- Roy
P.S.: Two other things: if it's urgent and import consider professional help, and why did you not just migrate your OTRS 4 to 6?
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 ?
Re: OTRS 6 CE - ExternalTicketRecognition
Hello
"FromAddressRegExp" is mistery to me cause most of "examples" was writen over 10 years ago and have one specific domain to recieve mails from , if we delete that option , all mails create new tickets no matter if they have "New OTRS" ticket number. Any clue what I supose to write here for filer to work for all incoming mails ?
We currently have over 1,5 TB Database on OTRS 4 Free , our administrators tried upgrade it which took over 2 weeks and ended up with fail log for 90% records
also my budget for that upgrade is exacly "0 Euro"
Norbert
"FromAddressRegExp" is mistery to me cause most of "examples" was writen over 10 years ago and have one specific domain to recieve mails from , if we delete that option , all mails create new tickets no matter if they have "New OTRS" ticket number. Any clue what I supose to write here for filer to work for all incoming mails ?
We currently have over 1,5 TB Database on OTRS 4 Free , our administrators tried upgrade it which took over 2 weeks and ended up with fail log for 90% records
also my budget for that upgrade is exacly "0 Euro"
Norbert
-
- Znuny superhero
- Posts: 890
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: OTRS 6 CE - ExternalTicketRecognition
Hello Norbert,
That value comes preconfigured as an example. Changing it to .* will accept all senders. Or just removing the "FromAddressRegExp" key-value field will do the work as well.
Moving attachments from DB to file system will have a lot of benefits. Keeping 1,5 TB on your database is - for many reasons - not a good idea.
Best regards
Emin
That value comes preconfigured as an example. Changing it to .* will accept all senders. Or just removing the "FromAddressRegExp" key-value field will do the work as well.
Moving attachments from DB to file system will have a lot of benefits. Keeping 1,5 TB on your database is - for many reasons - not a good idea.
Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
Re: OTRS 6 CE - ExternalTicketRecognition
Hello
Thanks ! Will test that
Sadly as "Main OTRS Specialist which I never claim to be in my company" I have no access to DB or ever OTRS machine , everything I ask is preformed by our Admins (Yeah I know....)
Using Free OTRS version in our company is bad for soooo many reasons but I'm not here to judge I'm just doing my job
Edit . Sorry for my English but all I do all days is moving tickets from Otrs 4 to OTRS 6 (No idea if there is any "automatic" way to do this outside DB)
Thanks ! Will test that
Sadly as "Main OTRS Specialist which I never claim to be in my company" I have no access to DB or ever OTRS machine , everything I ask is preformed by our Admins (Yeah I know....)
Using Free OTRS version in our company is bad for soooo many reasons but I'm not here to judge I'm just doing my job
Edit . Sorry for my English but all I do all days is moving tickets from Otrs 4 to OTRS 6 (No idea if there is any "automatic" way to do this outside DB)
Re: OTRS 6 CE - ExternalTicketRecognition
No luck :/
Our company require Polish ticket subject so :
Sending mail
Zgłoszenie nr:88002533 — [Zgłoszenie nr:10829856] test - adds reply to ticket 88002533
Sending mail
[Zgłoszenie nr:10829856] test - creates new ticket
Sending mail
[10829856] test - creates new ticket
"Zgłoszenie nr:" translates to "Incident nr:"
NumberRegExp :
/10[0-9]{6}/g , tried also 10[0-9]{6}
Our company require Polish ticket subject so :
Sending mail
Zgłoszenie nr:88002533 — [Zgłoszenie nr:10829856] test - adds reply to ticket 88002533
Sending mail
[Zgłoszenie nr:10829856] test - creates new ticket
Sending mail
[10829856] test - creates new ticket
"Zgłoszenie nr:" translates to "Incident nr:"
NumberRegExp :
/10[0-9]{6}/g , tried also 10[0-9]{6}
Re: OTRS 6 CE - ExternalTicketRecognition
I really suggest to buy proper help of an OTRS expert. Escpecially if the system has some importance to your company. With SAP you would not try this kind of stunt?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: OTRS 6 CE - ExternalTicketRecognition
Hello
They are not ever paying me for that "Upgrade" and I've spend last 6 months trying to get Business Solution support for this with no luck :/
And for amount of crapstorm I'm getting for ticket linking not working , I just want to get it to work and be done with it....lost all my passion for IT because of this company
They are not ever paying me for that "Upgrade" and I've spend last 6 months trying to get Business Solution support for this with no luck :/
And for amount of crapstorm I'm getting for ticket linking not working , I just want to get it to work and be done with it....lost all my passion for IT because of this company
Re: OTRS 6 CE - ExternalTicketRecognition
Anyone please have idea how to fix it ?
-
- Znuny superhero
- Posts: 890
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: OTRS 6 CE - ExternalTicketRecognition
Change the regex to (\d{8}) and get sure that the other settings are set correctly.
— Emin
— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
Re: OTRS 6 CE - ExternalTicketRecognition
Not working
Also now every email that came to us is seen as "Outbound" so we can't send reply to them
Also now every email that came to us is seen as "Outbound" so we can't send reply to them
Re: OTRS 6 CE - ExternalTicketRecognition
then change sendeer type and article type.
Actually you should consider training or professional support.
Actually you should consider training or professional support.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com