Closing ticket with fetched e-mail information

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angeljux
Znuny newbie
Posts: 1
Joined: 07 Mar 2017, 17:56
Znuny Version: OTRS5
Real Name: Angel Julca

Closing ticket with fetched e-mail information

Post by angeljux »

Hello,

I fetch e-mails each time one of my equipments go down or up.
Whenever one goes down OTRS creates a ticket, for example, Ticket 1 and places it on Queue 1.
First, what I want to do is to send this Ticket 1 to Queue 2 after 1 hour of its creation only if OTRS hasn't received an e-mail telling the same equipment went up again within that hour. Also, if it went up, it should close Ticket 1.

I think it would be better if I don't create tickets when e-mail tell me the equipments go up, and use it only for ticket closing.
So, is it possible to trigger an event (close the already created Ticket 1) with information from an e-mail?
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