LQ Marshall (sorry about the misspelling). On Fri, Jan 2, 2015 at 4:19 PM, Gerald Young <cryth...@gmail.com> wrote:
> Yes. It's designed to receive inbound requests and match 98765 in an > existing ticket. LQ Marhall's post is relevant. > > On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan <smor...@mamafus.com> > wrote: > >> It kind of addresses what we are trying to do. I am not sure of >> exactly what this modification is doing though. It seems like this is a >> setting to prevent looping of helpdesk systems. I don’t seem to be >> encountering that as an issue (I am running a Jumpbox amazon instance >> running OTRS 3.2.10) >> >> >> >> Does this code modification provide a way to associate OTRS helpdesk >> ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO >> 98765]? >> >> >> >> Thank you! >> >> >> >> >> *Scott R. Morgan *Director of Information Systems >> >> Mama Fu's Franchise Group >> >> 512.949.3229 Help desk* (NEW!)* >> >> 512-949-3236 Office/Cell* (NEW!)* >> >> sc...@mamafus.com / http://www.mamafus.com >> >> >> >> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf >> Of *Gerald Young >> *Sent:* Friday, January 02, 2015 2:09 PM >> *To:* User questions and discussions about OTRS. >> *Subject:* Re: [otrs] Create individual auto-ticket assignment based on >> email content >> >> >> >> Please let me know if >> http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. >> >> >> >> On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan <smor...@mamafus.com> >> wrote: >> >> We have several support vendors that have their own helpdesk systems. >> When a report comes in from the field that is then assigned to a third >> party support vendor, I would like my agents to be able to setup a OTRS >> ticket rule that will automatically assign emails from the vendors helpdesk >> ticket to the correct OTRS helpdesk ticket. We have 9 different queues >> setup with each queue assigned to a specific IT system that will typically >> (but not always) have a specific vendor(s) associated with the system that >> would be added as a third party referral to take over support of a ticket >> request. I would like an agent to be able to setup an auto-rule in the >> ticket management that would allow the vendors helpdesk ticket number to be >> added and from email address to be added that would then auto assign future. >> >> >> >> Is there an add-in or built in feature that would allow an agent to do >> this on a per ticket basis? >> >> >> >> Thank you! >> >> >> >> >> *Scott R. Morgan *Director of Information Systems >> >> Mama Fu's Franchise Group >> >> 512.949.3229 Help desk* (NEW!)* >> >> 512-949-3236 Office/Cell* (NEW!)* >> >> sc...@mamafus.com / http://www.mamafus.com >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >
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