PostMaster and PostMasterFilter [SOLVED]

[SLESSARD]

I am exploring the PostMaster Filter right now and looking for inputs on how my scenario could work with Filters.

- Customers are creating tickets from the customer.pl page;
- During the processing, agents will require approval from the customer;
- Responses are used to send out an email to customer;
- Replies are fetched by OTRS to update tickets (PostMaster);

How can I effectively and consistently update the Status to Approved or Not Approved by replying to the Response:

- Enter comment in the Body / Subject (can be inconsistent - typos etc... )

- Configure a mailto type link in the Response with predefined To / Subject / Body
example: <a href="mailto:otrs@my_otrs_system.com?subject="Approved" body="This is my approval">Click here to approve</a>
(How will it link back to original ticket ID?!)

- Expert advice more than welcome ...

[crythias]

I'd put it at pending autoclosed unsuccessful (or add a state like that: pending autoclosed not approved). If the customer responds, it's likely to be in the affirmative. But on the other hand, how really automatic do you want a potential approve/disapprove to be? Are you willing to take the chance that the computer knows how to deal with "I'm not sure we're able to approve this right now."?

On the other hand, you can have aliases pointing to the same queue mailbox:

To approve this message, reply or click support-yes@yourdomain.com. To deny this message click support-no@yourdomain.com

If you're using pop/fetch, it's likely the account you're poping determines the queue, and if not, you can set it by way of the postmasterfilter Match To: support-yes@yourdomain.com Set X-OTRS-something

Edit: oh, yeah, you'd have to include the current subject to keep the ticket sane.

Code: Select all

<a href="mailto:support-yes@yourdomain.com?subject=somesortofticketsubject">yes</a>

[SLESSARD]

Thank you!!

I like the idea of aliases ... just not sure how to keep the Subject / Ticket ID in the mailto to ensure the right ticket gets updated

I'll play around with the idea and post my results

Thanks again ... inputs are greatly appreciated

[SLESSARD]

If I understand properly, using PostMasterFilter

Header 1 must equal Value

Is there any way to use the Filter in a more generic way?

example: Header 1 contains Value

??

[jojo]

as the value is a regex it depends on the regex. So just putting a word into will be "contains"

[SLESSARD]

I tested it and my results goes against the last post.

Example:

If the condition is Body=Approved

Approved works
This request is Approved doesn't work
Approved and thank you doesn't work

If the condition is Body=Approved*
Approved works
This request is Approved doesn't work
Approved and thank you works

For some reason I can't set the condition to Body=*Approved*

OTRS gives and invalid message when using the * symbol at the beginning of the condition value, not at the end of it
See below for screen shot

[jojo]

try it with (Approved) as * is not a regex

[SLESSARD]

I have investigated the regex syntax and tested it with simple words and all works so thanks for your inputs I'm that close to a solution.

Now my problem is to find a valid regex syntax to filter

| [ ] Approved |
and
| [X] Not Approved |

using () doesn't work and I believe it's conflicting with [ ]

Since the update coming from the fetched email looks like this:
Decision:
|------------------|
| [ ] Approved |
| [X] Not Approved |
|------------------|
Note that this is coming from an html dropdown menu selection. I am guessing the extra | are coming from OTRS or our mailing system.

Not an expert in regex and honestly I spent several hours testing this today - brain dead, need assistance!

[crythias]

Slash escape bracket

[SLESSARD]

Now working with

\[X\] Approved

Thanks

[grgelisha]

Hi,

I would see multiple tickets is getting created for To fields and CC fields, if customer sends a mail by keeping number of people in the loop.
I like to create PostMasterFilter for CC fields which shouldn't effect intended receptionist. i.e in To Field..