Postmaster Filter[solved]

[atoajay]

Hi Guys,

I am not able to understand how the default postmaster header works. I want to make a filter so that any email to the postmaster mailbox containing ticket number anywhere in the subject of the email should get updated in the ticket no matter what ever queue that ticket is in. If the ticket number is not present a new ticket should be created.

As of now , i'm not using any filter. It is creating new tickets of what ever email comes to the postmaster mailbox. Any help would be appreciated

Thanks
Ajay
OTRS 3.0.12 Windows 2008 Server

[sdombora]

Hi,

Try to use the Postmaster Filter menu, and create rules as you see at the bottom of the page.

I have created a postmaster filer job like in the admi manual at the end of Config.pm

IT does not executes.

When I configured it on the web interface it is stored in the ZZZAuto.pm file, and the system exectes it. But I need more than the Admin page enables, how do I make it work from the Config.pm?


Here is the code:


$Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = {
'Match' => {
'Subject' => 'STATUS=bill'
},
'Module' => 'Kernel::System::PostMaster::Filter::Match',
'Set' => {
# 'X-OTRS-State-PendingTime' => strftime "%Y-%m-%d %H:%M:%S", localtime(time),
'X-OTRS-FollowUp-State-PendingTime' => strftime "%Y-%m-%d %H:%M:%S", localtime(my $tm =time + 24*3600)
},

'StopAfterMatch' => '0'
};

Best regards,
Sándor

[atoajay]

Yes thanks but i dont understand how it works from the web interface.

Can you suggest what filter i must use and what to set if that condition is met

[atoajay]

Just to make clear about my question.
I have a mailbox to fetch emails and get created as a new ticket. I want the emails to be updated(instaed of new ticket) if it is a follow up for the existing ticket . I thought postmaster filter does that. If so please explain me the filter and the values to be used in it.
I want to match the ticket number from the email subject for follow up.

Thanks again

[crythias]

The postmaster filter does not do that.

The Ticket number parser handles that.

If a queue has followup possible, and the ticket number conforms to the layout, the customer response will add to the ticket.
If the queue has followup new, a followup to a ticket in that queue will create a new ticket.
If the queue has followup reject, a followup to a ticket will be denied.

What is parsed? The word(s) that are identified prior to the ticket hash, the ticket hash itself, the ticket number, and the ticket system id.
For a ticket that has a subject that includes:
[Ticket#2012041610000059]
and the ticket number scheme is date checksum, the number "10" after the eight digits representing the date YYYYMMDD is the system ID.
Once the ticket arrives, the numbering scheme is parsed and then the queue is queried to determine what to do with followups.

[atoajay]

Thanks Crythias