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
Postmater Ticket Update
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Re: Postmater Ticket Update
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.
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Re: Postmater Ticket Update
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 ?
Or can you search for a ticket and updated that specific one ?
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Re: Postmater Ticket Update
If the mail is a followup, you can set the state of the ticket the mail belongs to via X-OTRS-FollowUp-State
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Re: Postmater Ticket Update
How does the otrs system recognizez that the email is a follow-up?
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Re: Postmater Ticket Update
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
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
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Re: Postmater Ticket Update
Thank you very much for the info.