Change Request / Approve from Mail

[colethegamer]

Hello Dear Community,

After a lot of trying and thinking I would like to ask your help, because I need some small help to make a solution for my Change requests.

I enabled the Change menu points, gave the right users and managers the right permissions, I can create a change request and they can approve.

The only issue, they does not really use OTRS or VPN to use local network, managers mostly use phone and they would like to have a solution for remote approve.

The only thing I can think of is a Postmaster Filter, if somebody answers to the notification of the change request with an "Approve" text in the body, it should set the change to Approved.

I have the right statuses for changes, It goes defaultly to Requested and you can decide "Approved" or "Declined". This is the two word I want to use in my mails.

I have the right notification triggered by change request creation going to change manager and I also have the Postmaster Filter to check if the subject is containing its a change and not a ticket and also its checking the body of the mail and looking for approved or declinded.

How to process? I tried ChatGPT but he is giving me ideas what is next exists, based on my knowledge.

Please try to help me, this is really a small thing what is missing to make it a perfect solution for our needs.

I have OTRS6. I would like to stick to this version if possible.

Thank you very much,
Gery

[root]

Hi,

A Postmaster Filter is the right approach, but I do not know an existing one that works with the Changemanagement. You will have to write your own filter or find someone doing this for you.

- root

[hkais]

Hi Gery,

I personally would use Postmasterfilter only as last resort. If you google for "postmaster filter vs generic agent" you will find a bunch of details for the pros and cons

the major point:
- you are unable to test and debug the Postmaster Filter.
- with generic agent you can even use past tickets to verify if the search/filter criteria will work
- also you will see which ticket maybe changed BEFORE you execute the operation

In your case I would use event based handling on the event "articleCreated"
and I would use a dynamic field for the status, which the generic agent is able to set too.

Be careful, the "approve" keyword will be included on further replies.
E.g. you got a approve, but you get a disapprove a few minutes later, and if a user replies to the previous approve
=> your process will re-approve again!
If intended? probably not