Hi,
I wanted to configure OTRS in such a way that if i recieve ticket from other ticket system,it should carry that systems ticket number and OTRS shouldnt create a new ticket instead.
Through PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 i am able to recognize third party ticket number but i couldnt find any help on how to use this as my ticket number.
Can anyone help me please?
Honour third-party ticket number
Moderator: crythias
Re: Honour third-party ticket number
Thats not possible
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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vinesh
- Znuny newbie
- Posts: 76
- Joined: 01 Sep 2012, 09:51
- Znuny Version: 5.0.16
- Real Name: Vinesh Narayanan
- Company: NTS
Re: Honour third-party ticket number
In that case how can i avoid looping?
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RStraub
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Honour third-party ticket number
Create a postmaster filter that matches the address and set the header "X-OTRS-Loop".
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS