External Ticket Setup Assistance

[wlza]

Hi All,

I have been using OTRS for some time and am currently running 3.3.8 and have recently installed 4.0.7 (seperate dev system) and in both cases I'm struggling with external ticket recognition. I would like to detect an external ticket number and use this as follow up recognition in the event the external email does not include my OTRS ticket number.

I receive emails from the client with the following info:

Email address: help@exampleclient.com
External Ticket is located in the subject and body, example below:
Subject Line: VMware Service Manager Call : 2014801 : DB : Forwarded
Body Contents Extract:
Call Status: Forward to the Group
Event: Forwarded
Call Number: 2014801


I have configured the External Ticket number in Core::Postmaster as follows (Not working, each time I resend a email containing the external ticket, it logs a new ticket in OTRS), my intended detection is for the body line containing the number in bold above.

ArticleType: note-report
DynamicFieldName: Name_X
FromAddressRegExp: help@exampleclient.com
Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
Name: Ticket Detection
NumberRegExp: Call Number: [0-9][0-9][0-9][0-9][0-9][0-9][0-9]
SearchInBody: 1
SearchInSubject: 1
SenderType: system
TicketStateTypes: new;open


Any help on how this should be configured would be much appreciated, even if its to a page that contains a setup "guide"

[reneeb]

Try this regex:

Code: Select all

Call \s+ Number: \s+ ([0-9]+)

[wlza]

Hi reneeb

Thank you, that "worked".

It is now adding follow up's to my ticket, however if I increment the Call Number and send a follow up email, for example example:

Original Ticket: Call Number: 2012652

Follow up: Call Number: 2012654
Follow up: Call Number: 2012654
Follow up: Call Number: 2012653

They all add to the original ticket number. I'd expect (and require) that since 2012652 and 2012653 do not match, it would create a new OTRS ticket?

Any ideas? Thank you once again for your quick reply and help thus far!

[wlza]

Hi All,

Any update on the above issue? Anyone else experiencing this or have an alternative way to configure external ticket recognition / integration?

[crythias]

Original Ticket: Call Number: 2012652

Follow up: Call Number: 2012654
Follow up: Call Number: 2012654
Follow up: Call Number: 2012653

I'd expect (and require) that since 2012652 and 2012653 do not match, it would create a new OTRS ticket?

I would not expect this at all. I'd expect something that match means it's the same ticket. As soon as it matches...

[crythias]

viewtopic.php?f=60&t=22681

[EXG133]

Check if the Dynamic Field you have configured is getting the correct values and that the tickets are in one of the states defined in the TicketStateTypes parameter in the sysconfig.




Sidenote:

I like to use the most specific regex possible for 'interfacing' through email to avoid accidental matches. try this if you're SURE this will be the exact notation:

Call\sNumber:\s(\d{7})

Difference here is this one looks for exactly "Call Number:" + seven digits while reneebs regex is looking for one or more digits with one or more spaces. If the number of digits could possibly (and realistically) increase, try this:

Call\sNumber:\s(\d{7}(?:\d{2})?)

If the mails are not being generated automatically keep using the regex reneeb gave you.

Should you want to know what these regexes mean character by character, enter it in http://www.regexr.com/ and mouse over the regex.