External Ticket Utilization

Moderator: crythias

Post Reply
avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

External Ticket Utilization

Post by avinashillindra » 01 Jun 2016, 13:44

Hi OTRS Guru's,

We have created an External Ticket as per the admin guide. But, we are not succeeded with our work. If we change something in Subject, new ticket getting created.

Can someone please guide us if we need to add any other parameters or setups need to be done at OS level or Application level.

Thanks in advance.

Regards,
Avinash Illindra

EXG133
OTRS superhero
Posts: 217
Joined: 06 Aug 2012, 18:12
OTRS Version?: 3.1.7 & 4.04

Re: External Ticket Utilization

Post by EXG133 » 02 Jun 2016, 11:05

Show us your configuration, especially the regex filter and the Dynamic Field you're using.

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 02 Jun 2016, 13:00

Hi,

Thanks for your response.

Please find the attached screenshots of our configuration details.

Please check and let us know if we need to change or any modifications.

TIA

Regards,
Avinash Illindra
You do not have the required permissions to view the files attached to this post.

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 06 Jun 2016, 06:49

Any update?

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 06 Jun 2016, 13:13

We are expecting some guidance from OTRS guru's.

Thanks in advance.

Regards,
Avinash Illindra

EXG133
OTRS superhero
Posts: 217
Joined: 06 Aug 2012, 18:12
OTRS Version?: 3.1.7 & 4.04

Re: External Ticket Utilization

Post by EXG133 » 06 Jun 2016, 13:46

Can you check in a ticket if the value is filled in the dynamic field?

And show an example of the email that contains the external reference.

If you need fast support I suggest getting a support contract, I only reply here when I'm waiting on a server deployment at work 8)

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 07 Jun 2016, 06:06

Thanks for your reference.

Actually we have enable Dynamic field and linked the same dynamic field sysconfig Postmaster field name.

If we change any content in subject it is not adding to same Reference ID ticket.

Any other setups need to be done to use this External ticket option.

Regards,
Avinash Illindra

EXG133
OTRS superhero
Posts: 217
Joined: 06 Aug 2012, 18:12
OTRS Version?: 3.1.7 & 4.04

Re: External Ticket Utilization

Post by EXG133 » 07 Jun 2016, 12:07

the example you showed will only trigger if:

1) the mail is EXACTLY @gmail.com
2) the ticket is in state new or open
3) the subject or body contains:

'Ref: #(\d.*) #'

This regex will hit a lot of strange string, perhaps you meant to catch all numbers like this:

'Ref: #(\d*) #'

I assume 1) is simply because you removed the mail for privacy but 2) or 3) might be causing issues depending on what you need.

crythias
Moderator
Posts: 10096
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: External Ticket Utilization

Post by crythias » 07 Jun 2016, 16:50

Also, sample subjects: What works, what doesn't might be of interest.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 08 Jun 2016, 07:49

Thanks for your responses.

Please find the attached screenshot for better understanding what we required exactly.

Please check and let me know if any changes need to be done.

Thanks in advance.

Regards,
Avinash Illindra
You do not have the required permissions to view the files attached to this post.

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 10 Jun 2016, 08:27

Any update?

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 22 Jun 2016, 07:46

Any update ???

reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: External Ticket Utilization

Post by reneeb » 22 Jun 2016, 08:52

Did you check what EXG33 said?
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 22 Jun 2016, 09:17

Yes, I tried that and updated the changes screenshot also here.

Can you please check those once and give me your feedback if need to change anything.

Regards,
Avinash Illindra

reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: External Ticket Utilization

Post by reneeb » 22 Jun 2016, 09:28

Try to change the NumberRegex to

Code: Select all

'Ref:\s*\#\s*(\d+)\s*\#'
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 22 Jun 2016, 13:09

Thanks Reneeb for reply.

But still it is not working as expected functionality.

reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: External Ticket Utilization

Post by reneeb » 22 Jun 2016, 14:06

Can you provide some sample mails (please remove confidential information)?
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

avinashillindra
OTRS expert
Posts: 60
Joined: 31 Mar 2016, 06:13
OTRS Version?: OTRS 5 Free
Real Name: Avinash Illindra

Re: External Ticket Utilization

Post by avinashillindra » 24 Jun 2016, 06:38

Can I have email id to forward those mails?

crythias
Moderator
Posts: 10096
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: External Ticket Utilization

Post by crythias » 24 Jun 2016, 16:02

http://www.regexpal.com/

Code: Select all

Ref:\s*\#\s*(\d+)\s*\#

Code: Select all

IT HelpDesk - Request testing - Ref: # 9898 # - Update
IT HelpDesk - Request testing - Ref: # 9898 #
This seems to be appropriately working.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

crythias
Moderator
Posts: 10096
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: External Ticket Utilization

Post by crythias » 24 Jun 2016, 16:11

Some other things ...
\d.* from the original means "A digit (\d), zero or more (trailing *) of any character (.)"
EXG133 wrote:

Code: Select all

Ref: #(\d*) #
This missed a space after the first #

Code: Select all

Ref:\s*\#\s*(\d+)\s*\#
This means: Literal (Ref:), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #), zero or more (trailing *) space (\s), capture () one or more (trailing +) digit (\d), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #)

Code: Select all

Ref:\s*#\s*(\d+)\s*#
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

Post Reply