Tickets/Email

[barrett]

I would like to change the way tickets are added into the database. When support emails are fetched from the server and entered as tickets, I'd like to change the subject and body of the emails/tickets. How can I do this, or what script should I edit to do this?

[jojo]

Postmaster Filter

[barrett]

Where is that located?

[jojo]

in the admin interface

[barrett]

I see why you directed me there. However, in order to change it the way I'd like, I need to access a MySQL database for information, therefore I think I'd have to edit the actual script perhaps.
A list of customers is in the MySQL database, and I want to check that list, see if the email is recognized as a customer, then append, say "Recognized Customer" to the subject of the email before OTRS ingests it.

[jojo]

check Kernel/System/Postmaster.pm (and subfolder). OTRS is already checking if the mail is from a customer to assign CustomerUser and CustomerID to the ticket

[reneeb]

You have to write your own PostmasterFilter (see thread viewtopic.php?f=61&t=18186&p=71564&hili ... ter#p71564)

[barrett]

I don't think that will work. It needs to edit the actual email subject and body before the email is entered into OTRS. What is the script that actually creates a ticket from an email, and what is the script that actually harvests emails for OTRS?

[crythias]

It needs to edit the actual email subject and body before the email is entered into OTRS

Then you should do this at the point it enters the mailbox.

[jojo]

check Kernel/System/Postmaster.pm (and subfolder). OTRS is already checking if the mail is from a customer to assign CustomerUser and CustomerID to the ticket

[barrett]

Crythias,
It may not be a strictly OTRS issue, but do you have any idea how that might be done?

[reneeb]

@barret: That's what PostMaster-Pre-Filters are for. You can change the values of the mail before the ticket is created...

[barrett]

What/where are PostMaster prefilters and how can I change them?

[reneeb]

You have to write your own PostmasterFilter (see thread viewtopic.php?f=61&t=18186&p=71564&hili ... ter#p71564)

have you read the post that I've linked?