Auto close tickets based on postmaster filter

[diya4911]

Hi,

A third party service desk system sends new ticket notification Email to our OTRS System which the Email includes a ticket no. in the subject,

I already setup a postmaster filter to open a new ticket according to these Emails received from the third party system and assign those to a certain queue in our OTRS system for tracking,

When the ticket is closed in the third party system, a ticket closure Email is received with the ticket no. and the word "Closed" in the ticket subject and body,
Is there a way to setup a postmaster filter to close the perspective ticket in the OTRS system?

Thanks

[crythias]

At first blush, this sounds like System Monitoring, but you can set X-OTRS-FollowUp-State closed successfully

[jojo]

in OTRS 3.3 you can use the external ticketnumber recognition settings (Core::Postmaster) to have the answer attached to the correct ticket.

You might use additional postmaster filter to close the ticket or if this won't work an event based Generic Agent

[diya4911]

yep was resolved using ticket recognition 1 and 2 (in combination with postmaster filters):


1- first created a dynamic field to store the external ticket number call it externnumber


ticket -> Core::PostMaster
2- configure PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1
to match for initial new ticket email and store xxxxx external ticket number in dynamic field with state types open, new
3- and PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition2
to match for close ticket and store xxxxx external ticket number with state types open,new (to make sure closure email does not create a new ticket)
4- create postmaster filter to change status to closed successfully for "X-OTRS-State" and "X-OTRS-FollowUp-State" for the subject of closer email

[gopi0013]

Hi ,

Can you please anyone explain how to close the otrs tickets via email.

Otrs Version: 3.3.8

Thanks
Gopi