Change owner of ticket via email

[Coobs]

So I'm essentially trying to manually set up something similar to the premium add-on Agent Email Interface (https://www.otrs.com/feature-add-on/age ... -interface) in which agents can reply to tickets via email as well as close or change the owner of tickets via commands without ever using the OTRS interface. I have it set up using PostMaster Filters and everything seems to be working except for changing the owner of a ticket. I am attempting to use the X-OTRS-OWNER header and the value of the agent id from the OTRS database users table. However, this only seems to set the owner on new tickets rather than change the owner of already existing tickets. Is there a way to modify OTRS so that I can accomplish this?

Here's my current process:
1) Customer submits ticket
2) Tickets get routed to specific queue and applicable agents receive new ticket notification
3) Agents reply to the new ticket notification with command <OTRS_CMD>agent id<OTRS_CMD> to lock the ticket and make them this agent the owner (this is where I am having problems)
4) Agents then reply to the customer again via new ticket notification. I have an ArticleCreate event notification that sends email to customer with agent's reply.
4) Agent closes ticket via command <OTRS_CMD>close<OTRS_CMD>

Thanks in advance!

[crythias]

X-OTRS-FollowUp-Owner

[Coobs]

I don't see that on my list of possible email headers. Do I need to create this? If so, how?

[crythias]

How did you get X-OTRS-Owner?

[Coobs]

It was already included in OTRS. I think I read it was a new feature they added in version 3.3 but don't hold me to that.

[crythias]

also, unless these agent emails are internal, customers will see the codes you send.

Edit Config Settings in Ticket -> Core::PostMaster

[Coobs]

So once I add the X-OTRS-FollowUp-Owner to Core::PostMaster::PostmasterX-Header and create the PostMaster filter, do I need to edit any other files?

[crythias]

Try it first. If it doesn't work, it doesn't work.

[Coobs]

Nope, same result using X-OTRS-FollowUp-Owner

[crythias]

might be OWNER instead of Owner. But if still not, not sure.

[reneeb]

https://github.com/OTRS/otrs/blob/rel-3 ... ollowUp.pm doesn't handle an owner change.

[Coobs]

Could this be accomplished via Generic Agent?

[crythias]

No. This is not a good idea.