External Ticket Recognition and Postmaster Filter

[jff]

Hello,

I have a strict rule of accepting e-mail only from one address but I want to use the external ticket recognition that will come from several customers.


Right now I use the e-mail outbound to send an e-mail to my client, he receives the e-mail, he replies and my postmaster filter block is (obviously).

What can I do to OTRS don't block the external e-mails but check the subject for the ticket number?

Thanks

[jff]

Anyone?

I see that the External Ticket Recognition is a PRE-Filter module, which should let the e-mail through, check the subject and then update or block the message accordingly.

Can someone tell me how you are making this work?

[jff]

UP

[alexus]

Hello,

External Ticket Recognition doesn't block email but just checks it for external ticket number. If you need to check external ticket number you can try to use regexp for From field or use separate pre filters.

[jff]

Hello Alexus, thanks for your reply.

I'm not I'm thinking this right.

What I want to do is that OTRS checks for subject and if there is a valid ticket number in subject then adds a follow up, if there is not tt number on subject or a unkown number then it completely discard.

Maybe I should drop the Postmaster filter and use only the external tt.

Is there an easier way to do what I need?

Thank you

[EXG133]

Try this, sounds right for your scenario:

PostMaster::PreFilterModule###3-NewTicketReject

Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.

[jff]

Hello EXG133,

Thank you very much for your reply, I believe it's working now.

Let me ask you a question:

I see that the recogniton only work in the following format:

Ticket#XXXXXXXXXXXX

I you remove the Ticket# it does not work and get rejected, do you know any way I can manipulate that, my template is like the following:

[ABC#XXXXXXXXXXXXX] Some Text Here

After testing I know OTRS searches for this format Ticket#XXXXXXXXXXXX, doesn't matter what before or after, I could event do it [Ticket#XXXXXXXXXXXX] but I have to keep the Ticket#.

Thank you!

[EXG133]

It's looking for:

if ( $String =~ /\Q$TicketHook$TicketHookDivider\E($SystemID\d{$MinSize,$MaxSize})/i )

If you're using autoreplies or are simply replying in the ticket it should set Ticket::Hook , Ticket::HookDivider and the ticketnumber automatically... Do you have an example perhaps? Don't forget to remove any real names and mail addresses.

[jff]

Hi,

My question is if it's possible to manipulate the ticket hook, after opening a ticket we have the following data:



EDIT: Image is not showing, copy this: http://imgur.com/xYlgZZP

In this case in all follow ups I need to have the exact same format in the subject so the system knows it's a follow up, my "problem" is that my notifications are a bit different, for example:

Taking the same ticket in the image:

[ABC#2016040542000018] Outage Notification

In my scenario, ABC is my HOOK, the divider and system ID remains the same.

I can send this way no problem using e-mail outbound but if my customer reply to my e-mail then OTRS will not recognise it's a follow up because it is "missing" the hook (Ticket).

But by the code line you posted if I were to change the value of the ticket hook I may create a lot of issues, right?

Did you understand my question?