[SOLVED]More Email Header for PostMaster Mail

[Gonzalo]

Hi!

I configured the PostMaster Mail Account and Ireceived in OTRS the incoming mails. I configured the PostMaster Filter but I only have 4 Headers to sort.

If i want more, should i configure more than 4 headers in config.pl?

Thanks

[crythias]

if you really need to scan more, just add another filter.

[Gonzalo]

HI @crythias

I don't know how can I add more email header or filter condition to more complex PostMaster. I attach a image where i need more email header.

Thanks for the help.

[RStraub]

Pre OTRS 4.x you had to hardcode more filtesr in the .dtl files.

My advice would be to upgrade to 4.x, there you can configure the amount of filters in the SysConfig (where the deafult is 12 or something).

[Gonzalo]

Thank you RStraub!

I changed the AdminPostMasterFilter.dtl to add more fields for both (Filter Condition and Email headers).

Last question, is it possible to catch some values for filter conditions in the Header-Body, for example SLA and Service. Because if I set up to header with the same type, I click submit but OTRS only save one type of header.

Thank you.

[RStraub]

What exactly do you mean? You want to catch multiple values?

The filter is a regex field, you could type (as shown in the example at the bottom of the page):

(me|you|everybody)@testdomain.com

[reneeb]

For each header field, you can use only one filter rule... You have to combine the regular expressions. If you give more details about what you want to achieve, we could help...

[crythias]

When I said, add a filter, I mean, add a filter, not a filter condition.

[Gonzalo]

I read my reply and I explained bad.

I try to explain better:

For example if I received a incoming email from the customer with this format:

[From]: @customer.com

[Body]:

Description of the incident/request: Description...
SLA: Incident High
Service: Support 1
Prioriry: High

Is it possible to capture all the value in only one filter condition (four in the example) and only in one rule with the header Body?
Should I create four differents rules for capture the four values (in the case of this example)? I know that the value of Stop after mutch must be NO.

Other thing is that the Body Header only read the first line. ¿How can i dela with?


I understood that with regexpre I can filter differents values (me or you or everybody with the domain @testdomain.com) (me|you|everybody)@testdomain.com, but is there any way to use 'AND' expression in case of OR. maybe with &? I try with & but now work for me.

Thanks a lot.

[crythias]

note that if you somehow know how to format an email that fills this as specified, you're just as likely to make the fields in the header.

X-OTRS-SLA: Incident High
X-OTRS-Priority: High
X-OTRS-Service: Support 1

But, since *all* PostMasterFilters are processed (unless you indicate "Stop after this one"), generally in ABC order of label, you could very well have effectively had one PostMasterFilter that looks for Service: in the body and adjusts the service separately and another that looks for Priority and adjusts the priority.

Edit to add: Do one thing at a time, do it well, and know that granularity means you can troubleshoot or disable/enable one thing at a time without making the whole part fail on a poor inadvertent change or misspelling.

[reneeb]

This is what http://opar.perl-services.de/dist/Enhan ... lter-4.0.1 is for.

In your case:

Check Header1: From => \@customer\.com
Check Header2: Body => SLA:\s+(?<sla>.*?)\r?\nService:\s+(?<service>.*?)\r?\nPriority:\s+(?<priority>.*?)

Set Header1: X-OTRS-SLA => [**\sla**]
Set Header2: X-OTRS-Service => [**\service**]
Set Header3: X-OTRS-Priority => [**\priority**]

[Gonzalo]

Thanks everybody!

I am trying to build a Regular expresion like @reneeb explain me.

[Gonzalo]

Hi again!

I have problem to capture the second line of the body with this regular expression:

RegExp
\s*SLA:\s*(Incidencia Media.*)\r+?\n\s*Tipo:\s*(Incidencia.*)

Input:
SLA: Incidencia Media
Tipo: Incidencia

I try in a RegExpre Tester and it works but in OTRS doesn't work ¿Someone see anything wrong?

Thanks

[reneeb]

Incidencia Media should be Incidencia\s+Media, I think

[Gonzalo]

Hi reneeb!

I try to use Incidencia\s+Media but it doesn't work.

Anyone know what is the problem? Because if I separate the rule in two different \s*SLA:\s*(Incidencia Media.*)\r+?\n\ and \s*Tipo:\s*(Incidencia.*) its works but together not. I think that the RegExp didn't "read" the second line.

Thanks

[Gonzalo]

Hi!

I found the problem,I deleted the Carriage return and now works.

Thanks everybody for the help!