Postmaster regex

[gissberg]

Hi,

I'm trying to get the external ticket ID from some of our customers and I'm stuck at one customers numbers. I've done the dynamic fields and got it to work with one customers internal ticket ID. I'll stop yaping and give you an example:

id#1737874485 Hastighetsproblem / 46785798 #1734434

The purple id is our ticket ID and the red one is the on I'm trying to Catch, I've tested the following regex:

(#[0-9]{7})\b
(?<!id#)(#[0-9]{7})\b

They both work fine when tested on this site http://www.perlfect.com/articles/regextutor.shtml but it doesn't work in OTRS. Is there any tool to test regex to see if it works in OTRS or can anyone here correct my faulty ones?

Cheers

[reneeb]

Can you post a screenshot of the postmaster filter?

[gissberg]

Hello,

here's the screenshot.

[crythias]

Your filter is three AND criteria, including searching for and insisting the ticket number is in the body

[gissberg]

Aha, thanks alot. Editing the regex and make a new one to scan the body of the ticket.

[gissberg]

Hey again, shouldn't the same regex work in PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1? I get the following error in apache-logs:

Code: Select all

Net::POP3=GLOB(0x2cd2fd8)>>> RETR 2
Net::POP3=GLOB(0x2cd2fd8)<<< +OK
Unmatched ( in regex; marked by <-- HERE in m/ (#[0-9]{7})\b  <-- HERE / at /opt/otrs/Kernel/System/PostMaster/Filter/ExternalTicketNumberRecognition.pm line 77.
Net::POP3=GLOB(0x2cd2fd8)>>> RSET
Net::POP3=GLOB(0x2cd2fd8)<<< +OK
Net::POP3=GLOB(0x2cd2fd8)>>> QUIT
Net::POP3=GLOB(0x2cd2fd8)<<< +OK Microsoft Exchange Server 2003 POP3 server version 6.5.7638.1 signing off.

If you haven't guessed it yet I really suck at regex

[crythias]

dunno. I independently did one of these ... viewtopic.php?f=60&t=22681

[reneeb]

In the "ExternalTicketNumberRecognition" filter the Regex should look like

Code: Select all

(?<!id[#])([#][0-9]{7})\b

The module uses the x-modifier that allows to use comments (that starts with "#" in Perl) in regexes... In my opinion this is a bug that can be workaround by using a character class for the "#" - hence [#] in the regex.

[ipguy]

Hi gissberg

Did you manage to get this to work ?
I'm trying to do the same thing but I'm having a lot of problem setting it up, do we need to include the below in Config.pm ?

Code: Select all

    # Job Name: ExternalNumber
    # External Ticket Number Reconition, check for Incident-<number> in incoming mails subject and
    # body from the addeesses <sender>@externalticket.com, if number is found it will be stored in
    # the dynamic field 'ExternalNumber' (that need to be setup in the Admin Panel).
    $Self->{'PostMaster::PreFilterModule'}->{'000-ExternalTicketNumberRecognition5'} =  {
        'FromAddressRegExp' => '\\s*@externalticket.com',
        'NumberRegExp'      => 'Incident-(\\d.*)',
        'SearchInSubject'   => '1',
        'SearchInBody'      => '1',
        'TicketStateTypes'  => 'new;open'
        'DynamicFieldName'  => 'ExternalNumber',
        'Module'            => 'Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition',
        'Name'              => 'Test External Ticket Number',
        'SenderType'        => 'system',
    };

I can't get this to work no matter what I try.

[jojo]

this is done in the sysconfig. Do you use OTRS 3.3.?

[ipguy]

this is done in the sysconfig. Do you use OTRS 3.3.?

yes, i have 3.3.7
do i need to do anything in "Core::PostMaster" or "PostMaster Filter Management"
If i drop this into Config.pm i keep getting a server error, so am obviously not doing something right... does it need to go in at the end after 1; or before, i've tried both ?

[jojo]

check Core::Postmaster in sysconfig and alter settings there

[ipguy]

sure, thats where i'm adding the setting but it's not working...
do you use this feature ?

[jojo]

one of your regex might be wrong. Anything in the log?