External Ticket Utilization
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External Ticket Utilization
Hi OTRS Guru's,
We have created an External Ticket as per the admin guide. But, we are not succeeded with our work. If we change something in Subject, new ticket getting created.
Can someone please guide us if we need to add any other parameters or setups need to be done at OS level or Application level.
Thanks in advance.
Regards,
Avinash Illindra
We have created an External Ticket as per the admin guide. But, we are not succeeded with our work. If we change something in Subject, new ticket getting created.
Can someone please guide us if we need to add any other parameters or setups need to be done at OS level or Application level.
Thanks in advance.
Regards,
Avinash Illindra
Re: External Ticket Utilization
Show us your configuration, especially the regex filter and the Dynamic Field you're using.
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Re: External Ticket Utilization
Hi,
Thanks for your response.
Please find the attached screenshots of our configuration details.
Please check and let us know if we need to change or any modifications.
TIA
Regards,
Avinash Illindra
Thanks for your response.
Please find the attached screenshots of our configuration details.
Please check and let us know if we need to change or any modifications.
TIA
Regards,
Avinash Illindra
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Re: External Ticket Utilization
Any update?
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Re: External Ticket Utilization
We are expecting some guidance from OTRS guru's.
Thanks in advance.
Regards,
Avinash Illindra
Thanks in advance.
Regards,
Avinash Illindra
Re: External Ticket Utilization
Can you check in a ticket if the value is filled in the dynamic field?
And show an example of the email that contains the external reference.
If you need fast support I suggest getting a support contract, I only reply here when I'm waiting on a server deployment at work
And show an example of the email that contains the external reference.
If you need fast support I suggest getting a support contract, I only reply here when I'm waiting on a server deployment at work
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Re: External Ticket Utilization
Thanks for your reference.
Actually we have enable Dynamic field and linked the same dynamic field sysconfig Postmaster field name.
If we change any content in subject it is not adding to same Reference ID ticket.
Any other setups need to be done to use this External ticket option.
Regards,
Avinash Illindra
Actually we have enable Dynamic field and linked the same dynamic field sysconfig Postmaster field name.
If we change any content in subject it is not adding to same Reference ID ticket.
Any other setups need to be done to use this External ticket option.
Regards,
Avinash Illindra
Re: External Ticket Utilization
the example you showed will only trigger if:
1) the mail is EXACTLY @gmail.com
2) the ticket is in state new or open
3) the subject or body contains:
'Ref: #(\d.*) #'
This regex will hit a lot of strange string, perhaps you meant to catch all numbers like this:
'Ref: #(\d*) #'
I assume 1) is simply because you removed the mail for privacy but 2) or 3) might be causing issues depending on what you need.
1) the mail is EXACTLY @gmail.com
2) the ticket is in state new or open
3) the subject or body contains:
'Ref: #(\d.*) #'
This regex will hit a lot of strange string, perhaps you meant to catch all numbers like this:
'Ref: #(\d*) #'
I assume 1) is simply because you removed the mail for privacy but 2) or 3) might be causing issues depending on what you need.
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Re: External Ticket Utilization
Also, sample subjects: What works, what doesn't might be of interest.
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Re: External Ticket Utilization
Thanks for your responses.
Please find the attached screenshot for better understanding what we required exactly.
Please check and let me know if any changes need to be done.
Thanks in advance.
Regards,
Avinash Illindra
Please find the attached screenshot for better understanding what we required exactly.
Please check and let me know if any changes need to be done.
Thanks in advance.
Regards,
Avinash Illindra
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Re: External Ticket Utilization
Any update?
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Re: External Ticket Utilization
Any update ???
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Re: External Ticket Utilization
Did you check what EXG33 said?
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
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Re: External Ticket Utilization
Yes, I tried that and updated the changes screenshot also here.
Can you please check those once and give me your feedback if need to change anything.
Regards,
Avinash Illindra
Can you please check those once and give me your feedback if need to change anything.
Regards,
Avinash Illindra
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Re: External Ticket Utilization
Try to change the NumberRegex to
Code: Select all
'Ref:\s*\#\s*(\d+)\s*\#'
Perl / Znuny development: http://perl-services.de
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Re: External Ticket Utilization
Thanks Reneeb for reply.
But still it is not working as expected functionality.
But still it is not working as expected functionality.
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Re: External Ticket Utilization
Can you provide some sample mails (please remove confidential information)?
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
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Re: External Ticket Utilization
Can I have email id to forward those mails?
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Re: External Ticket Utilization
http://www.regexpal.com/
This seems to be appropriately working.
Code: Select all
Ref:\s*\#\s*(\d+)\s*\#
Code: Select all
IT HelpDesk - Request testing - Ref: # 9898 # - Update
IT HelpDesk - Request testing - Ref: # 9898 #
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: External Ticket Utilization
Some other things ...
\d.* from the original means "A digit (\d), zero or more (trailing *) of any character (.)"
This means: Literal (Ref:), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #), zero or more (trailing *) space (\s), capture () one or more (trailing +) digit (\d), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #)
\d.* from the original means "A digit (\d), zero or more (trailing *) of any character (.)"
This missed a space after the first #EXG133 wrote:Code: Select all
Ref: #(\d*) #
Code: Select all
Ref:\s*\#\s*(\d+)\s*\#
Code: Select all
Ref:\s*#\s*(\d+)\s*#
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
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