Agent open ticket from outlook

[luisforman]

I am new to OTRS and we are evaluating it, I am trying to configure some agents to open tickets sending messages from outlook.

I am trying to find a configuration that would allow agents to send tickets from outlook or thunderbird or gmail and show in the queu as an agent and not as a customer.

Thank you for the help

[crythias]

Customers send tickets... agents answer them...

http://wiki.otrs.org/index.php?title=Cr ... _API_calls


Filtername: Get the username from the email address (before @)
Match:
Header 1: Body Value: #customer ([a-zA-Z0-9_\-\.]+)@[a-z0-9-]+(\.[a-z0-9-]+)*(\.[a-z]{2,3})
Set:
Header 1: X-OTRS-CustomerUser Value: [***]


Agents send an email with body that contains:
#customer email@address.tld

[luisforman]

thank you for the help.

[luisforman]

crythias,

I had sucess with the email filter.
I am Trying to create another but I am having trouble definig the proper expression to get the result I want.

What i am inputing on the filter is:

Filtername: Service definition
Match:
Header 1: Body Value: #service [a-zA-Z0-9_\-\.]
Set:
Header 1: X-OTRS-Service Value: [***]

In the log i see that OTRS finds a Match, but instead of getting the hole service name (Estimates) it gets only E

I think the problem is on the expression but i do not know where i can find some documentation about it?

thanks

[crythias]

http://regexpal.com/

append + to your regex.
[a-zA-Z0-9_\-\.]+

What it means:
search for a letter, number, underscore, hyphen, or period PLUS one or more of the previous things up to something that isn't in the search criteria (such as space, !, $, comma, end of line/carriage return).

[luisforman]

Thank you again
the site was perfect for me to find the proper regexp.

Do you know where i can find the definition of the field X-OTRS-Service? because the post master is seting it to '1' so i think this is not the service name i want to add.