External email ticket opening / closing

[iztok]

I'm doing some brainstorm for the following situation:

Multiple customers will send email to mailinglist@domain.com. (planned work, means customers will send email when work will start and when they end. OTRS is there only to log the planned work!)

1. OTRS will pickup the mails sent to that list. When picked up, OTRS would send ticket ID to customer who sent email.

2. When customer resolves issue and sends mail again with ticket ID to mailinglist@domain.com, OTRS should close ticket previously opened.

I managed to figure out the first part, about sending ticket ID to customer, but I'm unable to proceed further on the second issue. I read somewhere about setting X-OTRS-FollowUp-State: closed successful but I'm not sure about how to set up complete filter to achieve the desired result. Any detailed help appreciated

[crythias]

SysConfig
Ticket->Core::PostMaster

PostmasterFollowUpState

Default value: open
Defines the state of a ticket if it gets a follow-up.

change it to closed. Realize that this affects *any* followup, but you asked...

also you'll want to enable:
PostmasterFollowUpStateClosed

Default value: open
Defines the state of a ticket if it gets a follow-up and the ticket was already closed

and make the value closed again.

Alternative to that you might want to make a tag search:
Postmaster filter (not SysConfig)
Match: Body #close
Set: X-OTRS-State closed successful

and the customer puts #close in the body of the followup to close the ticket.

[iztok]

Okay, but how will the OTRS recognize that second email sent to mailinglist@domain.com?

I mean:
Email is sent to mailinglist@domain.com; notify mailing list users of start of planned work. - OTRS fetches this, assigns ticket ID, opens a ticket. - this part I know how to do.
Email is sent to mailinglist@domain.com; notify mailing list users of end of planned work. - OTRS should fetch this, reads ticket ID, closes ticket. - this part I'm unsure about.

This is what I want to achieve - in a simple way.

I asked about X-OTRS-FollowUp-State, because I'm not sure how that mechanism works.

[crythias]

OTRS will recognize it because they will reply to OTRS's from email which will be mailinglist@domain.com

[iztok]

OTRS will recognize it because they will reply to OTRS's from email which will be mailinglist@domain.com

I think you misunderstood me. Customers will NOT reply to OTRS. They will reply to mailinglist. OTRS is just there to fetch when work is started and close the ticket when it ends (when customer sends email to mailinglist, notifiying users work is finished.)

[crythias]

OTRS is a member of mailing list, right?

Then its auto-response reply-to is the mailing list email address.

[iztok]

OTRS is a member of mailing list, right?

Then its auto-response reply-to is the mailing list email address.

So if I get this right, this is the required setup to achieve what I want?

[crythias]

No. You configure the OTRS "reply-to" email address for the queue to be mailinglist@domain.com

Follow the earlier instructions how to either close all tickets at followup or upon receipt of special code in the body.

[iztok]

No. You configure the OTRS "reply-to" email address for the queue to be mailinglist@domain.com

Follow the earlier instructions how to either close all tickets at followup or upon receipt of special code in the body.

I'm really struggling here. Some more descriptive help would be appreciated. I am still unsure this is the right path (looks like I'm stupid enough not to catch the concept):

When customer sends reply to mailinglist@domain.com that work has finished, he has to put #close keyword somewhere in body of that email, right?

And I don't need the ticket ID for OTRS to recognize that it has to attach reply to the first email sent?

Code: Select all

Filter condition:

Header 1: Body
Value: #close

Header 2: Reply-To:
Value: mailinglist@domain.com

Set Email headers:

Header 1: X-OTRS-State
Value: closed successful.

[crythias]

The way it should work:
1) Customer sends a ticket request to mailing list
2) OTRS gets this notification in its email box ...
3) OTRS creates a the ticket and (hopefully) sends a "You have a new ticket" notification with:
From: mailinglist@domain.com
To: customeremail
Subject: Ticket#xxxxxxxxxxxxxx
Body:
You have a new ticket!
To close this ticket, just reply to this email.
If you have to update the ticket status, remove the word
#close
before sending.
4) Customer completes job and replies to the ticket, which goes to mailinglist@domain.com
5) otrs gets this "Oh, it's a followup"
6) If all followups are set to be closed in SysConfig, close the ticket //optional
7) If the ticket is a followup and the ticket is already closed, and the setting above is set for next-state closed, keep it closed //optional
Go to PostMasterFilter //this, if you want to filter/close the ticket
match: Body #close
set: X-OTRS-State closed successful

Where do you set the FROM email address?
Admin, Email Addresses. Choose the queue you want
Admin, Queues, select the queue you want that email to be from, then choose the System email address

[info]

Could you please let us know how to do step-1 ?

Also did you figure out, how to implement Step-2?

[crythias]

Could you please let us know how to do step-1 ?

OTRS's email address is subscribed to the list. That's it.

[aolgin]

How would you make OTRS open up a new ticket from an email sent to mailinglist@domain.com? I've been having issues trying to figure this out.

[crythias]

How would you make OTRS open up a new ticket from an email sent to mailinglist@domain.com? I've been having issues trying to figure this out.

The otrs support email address is subscribed to the mailing list.
This has been said multiple times in this thread.