Is it possible to update OTRS tickets via email?

[Waltero]

Hi All,

I work for a travel software company. We use OTRS for all support tickets but Bugzilla / Jira for the development teams. This means that any tickets that need to be passed to our development teams for investigation have to be rekeyed into Bugzilla and the bugzilla reference entered into the OTRS Ticket. I'd like to add a degree of automation to this by having OTRS Mail raise the bugzilla ref. I can do this using the Bugzilla email_integration, but i haven't found a way of updating OTRS tickets via email.

Can anyone help?

thanks in advance for your time.

I'm currently using Version 2.4.9 but we'll be upgrading to 3.x once the ITSM pack has been signed off.

[Wolfgangf]

what do you mean by update?

Adding follow-up to tickets via mail is a standard feature of OTRS
Just make sure you have a reference to the ticket (Ticketnumber as given from OTRS) in your subject, body, ... and configure OTRS to look for such references in theses fields. Searching subject is standard, others have to be configured in Sysconfig -> Postmaster

[ferrosti]

I am not familiar with bugzilla, but in case you can configure it to send mails to OTRS (e.g. reply to a mail) automatically, it will update the opened ticket.
Just make sure that in case you open a bugreport throughout OTRS to bugzilla, that bz keeps the ticket number in its subject or its body. Last case will need OTRS to be configured to search the mailbody for tn, too.

[Waltero]

Hi, thanks for taking the time to reply, i think i'm missing something here!

I've got a test box running OTRS 3.0.5 on it. I've created an email address otrsupdate@xxxx.com and configured the postmaster to retrieve mail from it.

I've created a Phone Ticket and what i'd like to do now is be able to update it via email, to do this i've emailed otrsupdate@xxxx.com with the ticket number in the subject line and an update as the message body. Nothing seems to have happened!

Any ideas? Thanks again for your help.

[crythias]

If nothing happened, the email did not get to OTRS (either not sent or not received or not retrieved)
If nothing noticeable happened (check the OTRS logs) it didn't update the ticket you want, but may have created a new ticket.

[ferrosti]

I think I have had the same error here, when I did not have the complete TicketHook, Divider, etc. completely in its subject.
Can you try that please, to have the TN 'area' in its subject look just the way like it looks when sending mails from OTRS?!

[Waltero]

ok thanks guys. looks like we had a problem with our OTRS install which is now fixed. So OTRS is receiving mails and raising tickets automatically by email but I still can't get it to update an existing ticket via email. I've put the entire ticket reference in the subject for example "2011012010000055" I've tried the ticket reference plus the title "#2011012010000055 — Test Ticket"

What am i missing? I'm sure its something simple that i've not setup somewhere. I can't see details in the Admin guide either.

thanks again for your patience & help!

[crythias]

it's possible you're missing the word "Ticket" (as in, Ticket#xxxxxxxxxx) the same way it appears in an email.

[jojo]

You have to use: TicketHook + TicketHookDivider + Ticketnumber

which looks normally like this:

Ticket#2011012042008587

TicketHook: Ticket#
TicketHookDivider:
Ticketnumber: 2011012042008587

[Waltero]

it's possible you're missing the word "Ticket" (as in, Ticket#xxxxxxxxxx) the same way it appears in an email.

Thats done it! Its working!!!! Thanks so much!

[ferrosti]

Please have a look at your sysconfig frontend:
Core::Ticket

AFAIK you´ll need Ticket::Hook, Ticket::HookDivider followed by your TicketNumber. Make sure that you take possible spaces from your Ticket::HookDivider (e.g. ': ') to your other systems configuration.
It might also be possible, that OTRS requires a 'RE' or something similar at the beginning of the subject to recognize that it is no new ticket.