How to identify 'State' in SystemMonitoring?

[Sofia]

Hi all,

I'm trying the SystemMonitoring addon to get around a problem with an external system that sends automated e-mail notifications into OTRS. What I hope to accomplish is to add these new tickets that miss an OTRS-x-header and 'merge' them to the same ticket.


All of these e-mails each have
* a ticket number in the subject line and body
* a status in the subject and body (like 'New comment', 'New attachment', 'Ticket closed' etc)
* A user ID and an agent-ID in the body

The formula of the subject line is like:
From: noreply@partner.com
Subject: Message from PartnerCo: <Ticket ID like 1234> - New comment

I thought it would be easy to pick out hostname (1234), service (Agent-ID) and state (New comment) and match Host with a value entered into FreeTextField1. But I don't get it to work. I have tried several ways and the best I'm getting is to get the module to recognize the ticket ID but it will then drop the e-mail silently as it can't match the state.

Now I would prefer to not use state or service at all as we do not keep this in FreeTextfield as it is for now (we only use internal-OTRS status), but if needed I can add an extra field to work around that. (Already tried that with no luck, but the problem might be something else.)

I've played around with it some, and this is what the values I have changed looks like now:

FreeTextHost=5
FreeTextService=5
FreeTextState=7
CloseTicketRegExp=\s*Ticket closed
FromAddressRegExp=noreply@partner.com
HostRegExp=(\d\d\d\d)
NewTicketRegExp=\s*New ticket
ServiceRegExp=(\d\d\d\d)
StateRegExp=\s*Comment:

This will give the following in the log:
Could not find host address and/or state in mail => Ignoring

If I set the State to match the ticket ID (1234) I will get
Mail Dropped, no matching ticket found, no open on this state - Host: 1234, State: 1234, Service: 1234

I'm grateful for any input here.