Postmater Ticket Update

English! place to talk about development, programming and coding
Post Reply
stoicamarcus23
Znuny newbie
Posts: 18
Joined: 26 Jan 2016, 10:12
Znuny Version: OTRS 5

Postmater Ticket Update

Post by stoicamarcus23 »

Hello,

I would like to know if it possible using a postmaster filter to update some ticket attributes.
For example the agent creates the ticket using the Otrs tool and put`s the ticket on the status 'waiting for answer'.
The customer sends an email from a generic address containing some data, when this happens the postmaster should set the already created ticket status to "answered".

How can I do that ?

Thank you,

Marcus
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
Contact:

Re: Postmater Ticket Update

Post by reneeb »

It depends on your specific situation if you can use the postmast filters http://otrs.github.io/doc/manual/admin/ ... sterfilter or if you have to write your own postmaster filter module.
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
stoicamarcus23
Znuny newbie
Posts: 18
Joined: 26 Jan 2016, 10:12
Znuny Version: OTRS 5

Re: Postmater Ticket Update

Post by stoicamarcus23 »

I have worked a bit with the postmaster from otrs, and as far as I know you can only set these attributes to a newly created ticket not on a specific one.
Or can you search for a ticket and updated that specific one ?
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
Contact:

Re: Postmater Ticket Update

Post by reneeb »

If the mail is a followup, you can set the state of the ticket the mail belongs to via X-OTRS-FollowUp-State
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
stoicamarcus23
Znuny newbie
Posts: 18
Joined: 26 Jan 2016, 10:12
Znuny Version: OTRS 5

Re: Postmater Ticket Update

Post by stoicamarcus23 »

How does the otrs system recognizez that the email is a follow-up?
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
Contact:

Re: Postmater Ticket Update

Post by reneeb »

It checks the email...

With the default configuration it checks if there's a [<TicketHook>#<TicketNumber>] string in the subject. Then it checks whether the TicketNumber belongs to the OTRS system or not (the mail could be from an other OTRS system).

The code that runs the checks: https://github.com/OTRS/otrs/blob/maste ... er.pm#L480

And here you can find the modules for the different checks: https://github.com/OTRS/otrs/tree/maste ... lowUpCheck
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
stoicamarcus23
Znuny newbie
Posts: 18
Joined: 26 Jan 2016, 10:12
Znuny Version: OTRS 5

Re: Postmater Ticket Update

Post by stoicamarcus23 »

Thank you very much for the info.
Post Reply