Auto CustomerID & Recurring Tickets

[Arry]

Hi,

thanks for trying to help me.

I am facing 2 problems with OTRS, that I am not able to find a solution to, even with Mr.Google's help.

1. I am running OTRS where all tickets are created from customers' e-mails coming with POP3. I would like that all e-mails from all addresses coming from one domain.com get the same CustomerID (say domain.com), ie. a@xyz.com and b@xyz.com get the same CustomerID called xyz.com. How do I do that?

Is it possible to do it retroactively on all the tickets?

2. How can I automatically create a recurring ticket in OTRS 3.0.8? I have found this: http://blog.otrs.org/2010/11/11/proof-o ... s-for-task, but my suspicion is that this doesn't apply to ver. 3 and above, since I haven't been able to find the described files on my entire Ubuntu box.

Bonus question: Is it allowed to translate queue names (like Raw) or stats or priorities (1 very low) to other languages directly in OTRS? If not - what's the best approach to do it? I have tried it, but got plenty of SQL errors instead and e-mails were not coming into the system.

Best regards,
Arry

[crythias]

I am running OTRS where all tickets are created from customers' e-mails coming with POP3. I would like that all e-mails from all addresses coming from one domain.com get the same CustomerID (say domain.com), ie. a@xyz.com and b@xyz.com get the same CustomerID called xyz.com. How do I do that?

Postmaster filter Match From: xyz.com Set CustomerNo xyz.com

Is it possible to do it retroactively on all the tickets?

maybe. Generic agent search for email address set customerID.

How can I automatically create a recurring ticket in OTRS 3.0.8? I have found this: http://blog.otrs.org/2010/11/11/proof-o ... s-for-task, but my suspicion is that this doesn't apply to ver. 3 and above, since I haven't been able to find the described files on my entire Ubuntu box.

Take a look at this thread: http://forums.otrs.org/viewtopic.php?f=53&t=7237

Bonus question: Is it allowed to translate queue names (like Raw) or stats or priorities (1 very low) to other languages directly in OTRS? If not - what's the best approach to do it? I have tried it, but got plenty of SQL errors instead and e-mails were not coming into the system.

http://forums.otrs.org/viewtopic.php?f=60&t=7890

[troffasky]

2. How can I automatically create a recurring ticket in OTRS 3.0.8?

I've used a cron job for this:

Code: Select all

cat /root/mc.html | mail -s "Morning Checks for week `date +%W,` `date +%Y`"  -a 'Content-Type: text/html; charset="UTF-8"' -a "From: support@domain" helpdesk@domain

mc.html contains instructions for the agent. The cron job runs at 0755 every Monday, and whoever's on the "early" shift on the Friday closes the ticket.