OTRS 6 CE - ExternalTicketRecognition

Moderator: crythias

Post Reply
Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Hello
I need urgent help with OTRS 6 Community Edition
We moved from OTRS 4 Free to OTRS 6 CE by manually forwarding tickets to temp mail and sending it to OTRS6

But now when customers answers with "Old" OTRS number , "New" OTRS keeps opening new tickets
Example :
Sending email with subject "[10829856]" creates new ticket 88xxxxxx
Sending email with subject "Incident nr:88xxxxxx - [10829856]" attaches answer to created above ticket
Sending another email with subject "[10829856]" creates another ticket with new numer

We set up PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 (config in attached picture) but it's not working for any email

Anyone can please explain why it's not working ? :D Cause I'm working now over 36 hrs moving tickets and trying get postmaster to work

Looking forward to hear from you mates
Norbert
You do not have the required permissions to view the files attached to this post.

root
Administrator
Posts: 2563
Joined: 18 Dec 2007, 12:23
OTRS Version?: Znuny LTS and 4/5/6
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: OTRS 6 CE - ExternalTicketRecognition

Post by root »

Hi,

It looks like you did not complete the configuration: what about the FromAddressRegExp? Really @example.com?

- Roy

P.S.: Two other things: if it's urgent and import consider professional help, and why did you not just migrate your OTRS 4 to 6?
Znuny LTS and ((OTRS) Community Edition CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know why ?

Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Hello

"FromAddressRegExp" is mistery to me cause most of "examples" was writen over 10 years ago and have one specific domain to recieve mails from , if we delete that option , all mails create new tickets no matter if they have "New OTRS" ticket number. Any clue what I supose to write here for filer to work for all incoming mails ?

We currently have over 1,5 TB Database on OTRS 4 Free , our administrators tried upgrade it which took over 2 weeks and ended up with fail log for 90% records :D
also my budget for that upgrade is exacly "0 Euro" :D

Norbert

zzz
OTRS superhero
Posts: 718
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x–6.0.x
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: OTRS 6 CE - ExternalTicketRecognition

Post by zzz »

Hello Norbert,

That value comes preconfigured as an example. Changing it to .* will accept all senders. Or just removing the "FromAddressRegExp" key-value field will do the work as well.
Moving attachments from DB to file system will have a lot of benefits. Keeping 1,5 TB on your database is - for many reasons - not a good idea.

Best regards
Emin
Professional OTRS & ((OTRS)) Community Edition services: efflux.de | efflux.de/en/

Free and premium OTRS add-ons: German | English

Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Hello :)

Thanks ! Will test that
Sadly as "Main OTRS Specialist which I never claim to be in my company" I have no access to DB or ever OTRS machine , everything I ask is preformed by our Admins (Yeah I know....)
Using Free OTRS version in our company is bad for soooo many reasons but I'm not here to judge :D I'm just doing my job

Edit . Sorry for my English but all I do all days is moving tickets from Otrs 4 to OTRS 6 (No idea if there is any "automatic" way to do this outside DB) :D

Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

No luck :/
Our company require Polish ticket subject so :
Sending mail
Zgłoszenie nr:88002533 — [Zgłoszenie nr:10829856] test - adds reply to ticket 88002533
Sending mail
[Zgłoszenie nr:10829856] test - creates new ticket
Sending mail
[10829856] test - creates new ticket

"Zgłoszenie nr:" translates to "Incident nr:"
NumberRegExp :
/10[0-9]{6}/g , tried also 10[0-9]{6}

jojo
OTRS Employee
Posts: 14884
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: OTRS 6 CE - ExternalTicketRecognition

Post by jojo »

I really suggest to buy proper help of an OTRS expert. Escpecially if the system has some importance to your company. With SAP you would not try this kind of stunt?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Hello
They are not ever paying me for that "Upgrade" :D and I've spend last 6 months trying to get Business Solution support for this with no luck :/

And for amount of crapstorm I'm getting for ticket linking not working , I just want to get it to work and be done with it....lost all my passion for IT because of this company :(

Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Anyone please have idea how to fix it ?

zzz
OTRS superhero
Posts: 718
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x–6.0.x
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: OTRS 6 CE - ExternalTicketRecognition

Post by zzz »

Change the regex to (\d{8}) and get sure that the other settings are set correctly.

— Emin
Professional OTRS & ((OTRS)) Community Edition services: efflux.de | efflux.de/en/

Free and premium OTRS add-ons: German | English

Gyozmmrog
OTRS newbie
Posts: 7
Joined: 15 Dec 2020, 18:23
OTRS Version?: 6.0.30
Real Name: Norbert

Re: OTRS 6 CE - ExternalTicketRecognition

Post by Gyozmmrog »

Not working
Also now every email that came to us is seen as "Outbound" so we can't send reply to them

jojo
OTRS Employee
Posts: 14884
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: OTRS 6 CE - ExternalTicketRecognition

Post by jojo »

then change sendeer type and article type.

Actually you should consider training or professional support.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

Post Reply