Ticket Follow Ups

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Firewalk
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Posts: 13
Joined: 31 Mar 2011, 15:59
Znuny Version: 3.0.7

Ticket Follow Ups

Post by Firewalk »

I'm having a bit of a problem with having OTRS append a followup to a ticket instead of creating a new ticket for incoming email. The ticket subject comes in slightly changed (most of the time, it's adding another Re: to the front of the string of Re markers.) Within the body of the message, there is always an entry similar to this: "Ticket #401: Re: Server Error"

Here's what's going on: We are working with a client that uses ZenDesk for their ticketing system. All of their tickets are managed through ZenDesk, and ours are managed through OTRS. The systems email each other with ticket updates. Their system assigns a number and it gets sent to us and the postmaster process accepts it and creates a new ticket within OTRS. I'd like to be able search the body of for 'Ticket #***: Subject" and have it appended to an existing ticket if one already exists.

I've gone over the documentation for X-OTRS but I'm not sure what flags I need to be using to accomplish this. Any suggestions?

-Matt
OTRS 3.0.7 and ITSM 3.0.2 on Fedora 14 with MySQL database
ferrosti
Znuny superhero
Posts: 723
Joined: 10 Oct 2007, 14:30
Znuny Version: 3.0
Location: Hamburg, Germany

Re: Ticket Follow Ups

Post by ferrosti »

set Sysconfig => Core::PostMaster => PostmasterFollowUpSearchInBody to 'yes'
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
Firewalk
Znuny newbie
Posts: 13
Joined: 31 Mar 2011, 15:59
Znuny Version: 3.0.7

Re: Ticket Follow Ups

Post by Firewalk »

I have all four of the FollowUp search options set to yes. It is still creating a new ticket instead of updating the old one. Are those settings conflicting with each other?
OTRS 3.0.7 and ITSM 3.0.2 on Fedora 14 with MySQL database
ferrosti
Znuny superhero
Posts: 723
Joined: 10 Oct 2007, 14:30
Znuny Version: 3.0
Location: Hamburg, Germany

Re: Ticket Follow Ups

Post by ferrosti »

No, these do not conflict with one another. But you should set these to a minimum to reduce performance costs.
Make sure that your Ticketnumber is in the mails body, including TicketHook, as well es TicketHookDivider.
E.g.: [Ticket#: 1010-2343245]
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
Firewalk
Znuny newbie
Posts: 13
Joined: 31 Mar 2011, 15:59
Znuny Version: 3.0.7

Re: Ticket Follow Ups

Post by Firewalk »

Thanks for the tip. It's getting closer but I still have some work to do to get it updating properly, some of the tickets are updating others are creating new tickets. Not sure what the differences are, but I'm working on it.

-M
OTRS 3.0.7 and ITSM 3.0.2 on Fedora 14 with MySQL database
Firewalk
Znuny newbie
Posts: 13
Joined: 31 Mar 2011, 15:59
Znuny Version: 3.0.7

Re: Ticket Follow Ups

Post by Firewalk »

This is working fairly well now, as long as the ticket number assigned by OTRS is part of the message thread. If it's not included, it's still creating a duplicate ticket. The integration is coming along though, thanks again for the help.

-M
OTRS 3.0.7 and ITSM 3.0.2 on Fedora 14 with MySQL database
ferrosti
Znuny superhero
Posts: 723
Joined: 10 Oct 2007, 14:30
Znuny Version: 3.0
Location: Hamburg, Germany

Re: Ticket Follow Ups

Post by ferrosti »

To avoid this you could integrate the TN as part of some predefined text (signature, auto reply, etc.)
(Where signature is a bad idea when creating the ticket, since TN will be empty at this point)
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
Firewalk
Znuny newbie
Posts: 13
Joined: 31 Mar 2011, 15:59
Znuny Version: 3.0.7

Re: Ticket Follow Ups

Post by Firewalk »

Hehe.. I'd just finished customizing a few auto reply messages (generic and one specifically geared towards ZenDesk) that have the ticket number and state included for processing. :)

-M
OTRS 3.0.7 and ITSM 3.0.2 on Fedora 14 with MySQL database
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