External Ticket Number Recognition

[ipguy]

HI all

Is there any alternative to the "External Ticket Number Recognition" for the OSS version of OTRS ?

[jojo]

this feature will be included in upcomming OTRS 3.3.

[kalyana1315]

HI all

Is there any alternative to the "External Ticket Number Recognition" for the OSS version of OTRS ?

use External ticket number in dynamic field option . using filter option recognition number and set as dynamic value.

[ipguy]

HI all

Is there any alternative to the "External Ticket Number Recognition" for the OSS version of OTRS ?

use External ticket number in dynamic field option . using filter option recognition number and set as dynamic value.

do you have a howto ?

[kalyana1315]

HI all

Is there any alternative to the "External Ticket Number Recognition" for the OSS version of OTRS ?

use External ticket number in dynamic field option . using filter option recognition number and set as dynamic value.

do you have a howto ?

viewtopic.php?f=62&t=21423

[ipguy]

i'm not sure this does what I need.

What I need is a feature that will recognise a external ticket and merge the external tickets to the first ticket received by OTRS for the same external ticket number instead of OTRS opening a new ticket with each new external ticket with the same ticket number.

e.g.
we interact with an external ticketing system by directly opening cases in the portal.
once a case is opened, we receive a "new case created" email
the email subject contains the external ticket number and of course, it now also contains the OTRS ticket.
when log into the external ticketing system to update the case
when the external case has a comment added by the external support person, we are notified by email with a "new case comment" email, the email preserves the external case number but since it's a new email it does not include the OTRS ticket number and as such OTRS opens a new ticket which we then need to merge, very painful.

can the DynamicField feature assist here ?
i just can't see how