close ticket using email client

[aamira]

What we want to do is to be able to close the tickets created on OTRS by using mail client like outlook. Currently we have to go on the web interface and close it. I know there is a paid add-on "Agent Email Interface" to do exactly what we want if there is a way to get that function working by tweaking otrs?

Thanks

[reneeb]

You could use a postmaster filter...

Simple version:
create a postmaster filter via web frontend, search for "close#<ticketnr>" in body, set ticket state to "closed"

Better version:
create a postmaster filter as Perl module, search for "close" in body, check that the sender is allowed to close the ticket, set ticket state to "closed"

[aamira]

Thanks reneeb,

worked like a charm, just a few changes for anyone who might be looking for it in future. I will explain what exactly you want to do.

1. Open OTRS
2. Admin Panel
3. Postmaster Filters
4. Add Filter
5. Configure the settings as per in the image attached.

Hope this helps.

Cheers,

[sale1902]

Hi all,

wanted to join abit on this subject.

I implemented this some time ago already, but now i am in need of abit more complicated scenario. What i need is:

Match =>
body == <<closed,yes,()\w*>>

Set =>
x-otrs-state == closed successfully
x-otrs-dynamicfieldvalue_custom == yes
x-otrs-TIMEUNITS == third value from body of message (if values are comma separated)

First two are fine and tested, working as intended.
I am missing only third part in this one, there is no otrs header for Time units, and even if there is, i don't know how to retrieve the value from email and insert it as Time unit.

Is this doable easily or it requires coding?

[reneeb]

If you capture the third value with () in the match and you have no other capturing group, then you can use "[***]" in the set part.

Is Timeunits a dynamic field? Do you use the standard timeunit functionality? If it is a dynamic field, you can use X-OTRS-DynamicField-<name>, otherwise it requires development.

[sale1902]

I use standard timeunit functionality for now. However, my idea was to "convert" it to dynamic field aswell (since i already have a working one). I only hoped that there is maybe something i'm missing regarding timeunits and x-otrs headers. But apparently there is no x-otrs header.

Thanks for your answer