[SOLVED]Adding Custom PostMaster Filters (Bugzilla Link)

[Waltero]

Hi All,

First a bit of background... I'm trying to link OTRS with Bugzilla using the Email interfaces of each. I have setup bugzilla to open a Bug on recipt of an email using the @ tags of its email interface and OTRS response templates. I can also update that bug and change the priority etc using the same method. What i'm trying to do now is have bugzilla update OTRS using the Postmaster filters. More info here for those interested -> http://www.bugzilla.org/docs/3.0/html/api/email_in.html

So...When bugzilla sends out bugs mails it uses custom headers like the ones below:


Subject: [Bug 15458] Re: [Ticket#2010120110000063]Testing Bugz link
implementing
X-Bugzilla-Reason: CC
X-Bugzilla-Type: changed
X-Bugzilla-Watch-Reason: None
X-Bugzilla-Product: Sysadmin
X-Bugzilla-Component: Email
X-Bugzilla-Keywords:
X-Bugzilla-Severity: normal
X-Bugzilla-Who: someon@company.co.uk
X-Bugzilla-Status: RESOLVED
X-Bugzilla-Priority: P4
X-Bugzilla-Assigned-To: sysadmins@company.co.uk
X-Bugzilla-Target-Milestone: ---
X-Bugzilla-Changed-Fields: Status Resolution


Can I get OTRS to look for these headers and update the OTRS ticket accordingly. so for example The developer closes the ticket in bugzilla, bugzilla sends out an email to OTRS which closes the ticket in OTRS.

Alos just to check that i have got my assumptions correct: Am i correct in thinking that The "filter conditions" are what OTRS will search for and the "set email headers" are what OTRS will change in the ticket if the filder conditions are met?

I'm using OTRS 3.0.5

Many thanks in advance for your help.

[crythias]

There doesn't seem to be a reason why you cannot add bugzilla headers to OTRS. Search sysconfig for the x-otrs- headers. You'll then match x-bugzilla-something and set x-otrs-something.

[Waltero]

Thanks Crythias. I've added the custom headers now but i'm still struggling to get fields to update in OTRS using the headers.

An example filter below:
Condition:
X-Bugzilla-Status RESOLVED
X-OTRS-State: Closed Succesful

I'm trying to get OTRS to close the ticket when the bugzilla is resolved. I'm also trying to get things like priority updates and owner updates in bugzilla copied across to OTRS.

Thanks again,
W

[crythias]

You should be able to Postmaster Filter

Match X-Bugzilla-Status RESOLVED
Set X-OTRS-State: closed successful

watch case and spelling. also check the System Log for actions.

[Waltero]

Hey,

Ok so according the logs it seems to be working...

Mon Feb 14 14:53:03 2011 notice OTRS-PostMasterMailbox.pl-10 POP3: Fetched 1 email(s) from otrsupdate/mail0.xxxxx.com.
Mon Feb 14 14:53:02 2011 notice OTRS-PostMasterMailbox.pl-10 FollowUp Article to Ticket [2011021410000011] created (TicketID=19, ArticleID=66). ,
Mon Feb 14 14:53:02 2011 notice OTRS-PostMasterMailbox.pl-10 Filter: 'Resolved test' Set param 'X-OTRS-State' to 'closed successful' (Message-ID: <20110214145219.B6E981FD37@xxxxx.com>)
Mon Feb 14 14:53:02 2011 notice OTRS-PostMasterMailbox.pl-10 Filter: 'Bugzilla update Priority P4' Set param 'X-OTRS-Priority' to '4 low' (Message-ID: <20110214145219.B6E981FD37@xxxx.com>)

but these actions aren't having any affect on the ticket. The state is still showing as Open and the priority is still 3!

Any ideas?

Thanks again!,
W

[Waltero]

I managed to get this one sorted by setting the X-OTRS-FollowUp-xxxx headers rather than the X-OTRS headers.