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by kongyong92
14 Nov 2017, 04:41
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 2888

Re: Send ticket notifcations based on email address stored in dynamic field

Dear Roy,

Ah okay, apologies for the misunderstanding.

We are currently running on version 5.0.10
by kongyong92
13 Nov 2017, 08:14
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 2888

Re: Send ticket notifcations based on email address stored in dynamic field

Hi Roy,

Thanks for the reply.

Kindly refer to the attached screen shots.

Ticket notification method:
ss1.PNG


Dynamic field setting:
ss2.PNG
by kongyong92
10 Nov 2017, 07:35
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 2888

Send ticket notifcations based on email address stored in dynamic field

Hello all, I have created an additional dynamic field named 'EmailAddress'. I was planning to use the named capture function to 'catch' the email address and have it populated from the email body into this dynamic field. When setting up the ticket notification, i set the field 'Additional receipient...
by kongyong92
08 Nov 2017, 05:59
Forum: General
Topic: Customer portal; display tickets based on queues
Replies: 1
Views: 2981

Customer portal; display tickets based on queues

Is there anyway to configure the customer portal such that when they log in, they are able to see all the tickets in the predefined queues of which they are assigned to? I tried using the Customer users<-> groups function but it doesn't seem to work; the customer portal still only shows the tickets ...
by kongyong92
01 Nov 2017, 12:17
Forum: OTRS Developers
Topic: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?
Replies: 2
Views: 295

Re: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

not sure if this would resolve your issue.

Alternatively, i think you can go to sys config
GO to Core::Ticket
Look for
Ticket::EventModulePost###910-ForceUnlockOnMove
And
Ticket::EventModulePost###120-ForceOwnerResetOnMove

then, you can amend the settings accordingly.
by kongyong92
01 Nov 2017, 07:04
Forum: General
Topic: No ticket number in Survey stats
Replies: 0
Views: 4038

No ticket number in Survey stats

Hello all, I installed the survey module and responses have been received. However, there was no ticket number indicated for the respective response. Does anyone has any idea why? I think it would be useful for which ticket the response is for; allows the helpdesk team to track and make any necessar...
by kongyong92
30 Oct 2017, 12:52
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

Dear reneeb, Yes, I used X-OTRS-CustomerNo. There are no other filters that set this field. Anyone has an idea for this? any way that we can overwrite the field? It seems to work fine now! Only pending issue is that the customer information section is not overwritten. Hi reneeb, Is there anyway to ...
by kongyong92
30 Oct 2017, 06:54
Forum: General
Topic: Unable to install packages
Replies: 1
Views: 4654

Re: Unable to install packages

Hello, I am trying to import the following packages but was told that I would require ImportExport v5.0.1: 1. ServiceImportExport 2. CustomerCompanyImportExport 3. CustomerUserImportExport Searched online but was not able to locate the correct ImportExport v5.0.1. Anyone is able to help me out on t...
by kongyong92
30 Oct 2017, 06:49
Forum: General
Topic: Unable to install packages
Replies: 1
Views: 4654

Unable to install packages

Hello, I am trying to import the following packages but was told that I would require ImportExport v5.0.1: 1. ServiceImportExport 2. CustomerCompanyImportExport 3. CustomerUserImportExport Searched online but was not able to locate the correct ImportExport v5.0.1. Anyone is able to help me out on th...
by kongyong92
27 Oct 2017, 08:29
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

kongyong92 wrote:
kongyong92 wrote:Dear reneeb,

Yes, I used X-OTRS-CustomerNo.

There are no other filters that set this field.


Anyone has an idea for this? any way that we can overwrite the field?



It seems to work fine now!

Only pending issue is that the customer information section is not overwritten.
by kongyong92
25 Oct 2017, 10:42
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

kongyong92 wrote:Dear reneeb,

Yes, I used X-OTRS-CustomerNo.

There are no other filters that set this field.


Anyone has an idea for this? any way that we can overwrite the field?
by kongyong92
17 Oct 2017, 12:22
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

Dear reneeb,

Yes, I used X-OTRS-CustomerNo.

There are no other filters that set this field.
by kongyong92
17 Oct 2017, 06:24
Forum: Help
Topic: [SOLVED] Testing MultipleSMTP
Replies: 9
Views: 887

Re: [SOLVED] Testing MultipleSMTP

Dear gecelann,

I am trying to achieve what you've done but I don't seem to be able to find the exact place to do the necessary configuration though.

Could you kindly share more with regard to the steps taken?

Really appreciate your help on this.

Thanks!
by kongyong92
17 Oct 2017, 06:03
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

Dear reneeb, As always, thank you so much for your help. I've tried and it seems that the customer ID is not overwritten though. We have an automated system (ABC@system.com) sending daily emails to OTRS with the customer ID included. ABC@system.com is registered in our customer module. When the emai...
by kongyong92
16 Oct 2017, 12:44
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

I tried the following reg exp but not too sure how i can integrate the named capture component into it.

Code: Select all

([^\/]+)\/?$


I used the following text as an example:
4500253107/113086 <- trying to extract only 113086 and set it as the customer ID
by kongyong92
16 Oct 2017, 12:07
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

Dear reneeb, Any ideas if the function is able to capture information from the email subject and email body simultaneously? For e.g. Email subject: 93928320/9392 <-- i want to only capture 9392 i.e. number after the forward slash "/" as the customer ID. Email body: as per the conversation ...
by kongyong92
06 Oct 2017, 12:18
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

reneeb wrote:http://perldoc.perl.org/perlretut.html
http://www.regular-expressions.info/tutorial.html
https://regexr.com/


Thanks! appreciate it! :D
by kongyong92
06 Oct 2017, 07:58
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

Dear reneeb,

Thank you soooo much for the assistance! It works! :)

Last question: Do you have a list of references in order to better understand and write those regular expressions? A link/reference guide will be greatly appreciated! :)
by kongyong92
05 Oct 2017, 06:15
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

Can you provide a sample mail? Yes sure, apologies, realized that I have missed that out. Kindly refer below: PO: 4500255891 VENDOR: ABC COMPANY Import & Export HOI_INDICATOR: ABC LOAD_PORT: CNSHA PLAN_RCV_DT: 2018/01/09 <--i have excluded this for now due to the 100 characters limit in the tex...
by kongyong92
04 Oct 2017, 12:51
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

You use alternations in the regex. So it stops when the first part matched (in this case it's the "Field 1: (?<eg1>\d+)" part). Try this regex: (Field 1: (?<eg1>\d+)\s+Field 2: (?<eg2>\d+)\s+Field 3: (?<eg3>\d+)) Dear reneeb, Thanks for the reply. I tried but it don't seem to work though....
by kongyong92
03 Oct 2017, 10:26
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Re: Extracting email body information into Dynamic fields

You can use https://opar.perl-services.de/dist/EnhancedPostmasterFilter-5.0.2 (that will be included in OTRS6). That way you can use named captures in the postmaster filter (see description of the addon) Thanks for the suggestion! But it is not working 100% for me right now. I am only able to extra...
by kongyong92
15 Sep 2017, 12:10
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 23
Views: 771

Extracting email body information into Dynamic fields

Hello, I am new to OTRS here and hopefully someone can help me with this. There is a service from HQ that will be sending structured emails to our OTRS set up. The email body content would be as such: Field A: Information A Field B: Information B Field C: Information C Field D: Information D I have ...

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