OTRS 6 CE - ExternalTicketRecognition

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Gyozmmrog
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OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

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 ? :D Cause I'm working now over 36 hrs moving tickets and trying get postmaster to work

Looking forward to hear from you mates
Norbert
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root
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by root »

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?
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Gyozmmrog
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

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 :D
also my budget for that upgrade is exacly "0 Euro" :D

Norbert
zzz
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by zzz »

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
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Gyozmmrog
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

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 :D 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) :D
Gyozmmrog
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

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}
jojo
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by jojo »

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?
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Gyozmmrog
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Hello
They are not ever paying me for that "Upgrade" :D 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 :(
Gyozmmrog
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Anyone please have idea how to fix it ?
zzz
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by zzz »

Change the regex to (\d{8}) and get sure that the other settings are set correctly.

— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

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Gyozmmrog
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Not working
Also now every email that came to us is seen as "Outbound" so we can't send reply to them
jojo
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Re: OTRS 6 CE - ExternalTicketRecognition

Post by jojo »

then change sendeer type and article type.

Actually you should consider training or professional support.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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