Associating Tickets by Subject

[danielf]

Hello everybody,

I'm trying to associate my tickets that are received by email based on subject, i.e:

Subject: <TEXT> <00000000>: <DESCRIPTION>

where <TEXT> and <00000000> always will be in the same format.

So, i need to associate all tickets with "<TEXT> <00000000>".

Giving more information, my tickets subject:

First:
Subject: CONTACT 11223344: Mail system down

Second:
Subject: CONTACT 11223344: Mail system down -- Changing owner

Third:
Subject: CONTACT 11223344: Mail system down -- Treatment

Fourth:
Subject: CONTACT 11223344: Mail system down -- Solved

Can i do it using regex? Or another way?

Any further information, just let me known.

Thanks in advance for help!!

[crythias]

PostmasterFilter, but associate Subject with ... what?

[danielf]

Yes!

I tried it...

As only the <00000000> is variable, i thought in something about regex:

^text: [0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9]

But, how to get this content and associate whit other???

I'm sure that i can do it manually, but my intention is to automate...

Tks again!

[crythias]

read the gray box on the left. stuff that matches inside () will be placed where you use [***] (? I think) in the set.
<(\d{7,})>
(match at least 7 numbers)
set (something) [***]
http://regexpal.com/

[danielf]

And, where i need to put this?

[crythias]

You still haven't told me what you want to do. "associating tickets" doesn't mean much.

[danielf]

I get emails from another system that creates my tickets, but every interaction in the first system a new email is sent and it will create another new ticketid.

I need these emails are automatically associated side with the original ticket.

[MichaelR]

Make the first system to use an X mail header of some form?

[crythias]

so what you're saying is that you want all tickets with the same <xxxxx> format generated from another ticketing system to be under the same ticketid?

I think it could be programmed as a PostmasterFilter module, but I can't think how OTRS will know that a different subject is going to not create a new ticket.

If at all, I'd look here: http://forums.otrs.org/viewtopic.php?f=53&t=8242