Post Master Filter Option Old Ticket number.

[kalyana1315]

Hi All,

i am create one dynamic field Old Ticket Number .

i am trying Post master filter option subject or body field ticket number Like SAP50600007 filter this ticket number to enter Old ticket number field.

anybody know this type option possible in otrs Postmaster filter option.

[kalyana1315]

Hi OTRS Gurus

I am managing a small team (7 people) of security engineers. We are part of
a big company, who is now pushing everyone to use Siebel as a central CRM
*AND* ticketing system.

For us, Siebel is a real pain in the neck to work with, mainly because
ticketing is just an add-on, and it's definitely not the best one... We are
used to exchange a lot of information with customers (firewalls
configuration, full routing tables...), and Siebel cannot get that much
information in a ticket.

When a customer opens a new Service Request, we get an e-mail saying 'New
SR: 1-ABCDE'. 'ABCDE' can be any alphanumeric character. What I would like
to accomplish is to have OTRS get this e-mail, and actually open a NEW
ticket, with a number of '1-ABCDE'. This means that I first need a new
Ticket Numbering module to accomodate this strange Siebel numbering, and
then I need a way to *force* the ticket number of a new ticket received by
mail.

I have two questions:

1) Do you see this as feasible ?
2) How to choose the ticket number of a new ticket opened in OTRS ? (ie, not
coming as a Siebel e-mail)

To answer question 2, I don't see any other solution that having *two*
numbering modules... A regular OTRS one to open new tickets, and a *special*
one to accomodate incoming Siebel Service Requests.

Any chance to get this working ?

Thx a lot for your precious help (let's get rid of Siebel together...)

[jojo]

there is a feature add on which allows storing of external ticket numbers in a dynamic field and use it for follow up recognition

[reneeb]

Hi All,

i am create one dynamic field Old Ticket Number .

i am trying Post master filter option subject or body field ticket number Like SAP50600007 filter this ticket number to enter Old ticket number field.

anybody know this type option possible in otrs Postmaster filter option.

This should be possible, though I had no time to test it.

You have to enable the DynamicField as a "valid" Header:
* Go to DynamicField administration
* Open the DynamicField you want to set
* get the ID from the URL: The URL should look like [...]Action=AdminDynamicField[...];ID=# (where # is a number)
* Go to SysConfig (Ticket -> Core::Postmaster)
* add a new option to PostmasterX-Header: X-OTRS-DynamicField-# (where # is the ID of the field)

Add a new Postmaster filter:

* Add filter condition:
Header1: Subject
Value1: (SAP[0-9]+)
* Add Set Email Header
Header1: X-OTRS-DynamicField-#
Value1: [***]

[kalyana1315]

thank you,

Value1: [***] means ??? what values this display u tell me??

[crythias]

Read what's written on the left side of the postmaster filter screen.
whatever's filter in parentheses (sample) is inserted where [***] exists in the replacement/output.

[kalyana1315]

Hi

I am try this way but still error .
not getting values . any body help me

[crythias]

We did. Twice.

Once again, Read what it says on the left.
If something Matches, and it is in parentheses ()
The Set VALUE of the thing that is within parentheses will be placed where you put [***]

[kalyana1315]

crythias ,

I need same value dynamic field which one filter .

Example:

Subject: test SAP94575

postmaster filter:

header I : subject
value : (SAP[0-9]+)

set email header:
header: dynamic filed- old number (where old number field name is text)
value: ????? (? - need "SAP94575" this dynamic value)

where ? which values use . please any one help me . output need is "SAP94575 "

[crythias]

viewtopic.php?f=62&t=21423#p84815

[kalyana1315]

hi I got it.

Thank you very much crythias

[kalyana1315]

Hi crythias ,

can u possible this number based ticket update ?? .

if ticket subject SAP94575(dynamic filed) that ticket will update. currently number based update there.
how to change number base to other like old ticket number(dynamic filed value) base .

[crythias]

viewtopic.php?f=62&t=21423#p84813