how to configure PostMaster Filters to send FollowUp ticket

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vaishali_dolas
OTRS newbie
Posts: 17
Joined: 13 Sep 2010, 13:03
OTRS Version?: 2.4.7
Location: India,Pune

how to configure PostMaster Filters to send FollowUp ticket

Post by vaishali_dolas »

Hi,
Can any one help me to configure PostMaster Filters to send FollowUp ticket.
Im trying to integrate otrs and zabbix.
I can able to do it successfully. But zabbix is sending each and every alert to otrs.
I want to apply filter to do something like this.
1.) Zabbix send alert to otrs(e.g. Problem ticket on xyz host)
2.) When Zabbix send Ok ticket to otrs ,instead of opening new ticket it should send followup to previous ticket and it should close previous ticket.


Any kind of help is appreciated.
Please help. :(

ferrosti
OTRS superhero
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: how to configure PostMaster Filters to send FollowUp tic

Post by ferrosti »

You´d need zabbix to reply with the respective TicketID. Then you could setup a filter to close the ticket on certain kinds of words in its body.

There was a monitoring package for OTRS, but I am not sure whether this is ported to 3.0, already. Maybe this could do some more tricks.
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