[otrs] OTRS Time related functions and granularity of one hour for TimeWorkingHours

[Luca Maranzano]

Hello All,

is there any future plan to support a granularity of one minute (or
something similar) for the TimeWorkingHours configration item?

https://otrs.github.io/doc/manual/admin/stable/en/html/time.html

When you have SLA in the order of 10-15 mintues related to business hours
like 08:30 to 17:30 it is hard to configure them properly.

Thanks in advance.
Best regards,
Luca
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Re: [otrs] : Re: : Link list position changed after 3.3 upgrade

[Florian Edlhuber]

Hi,

02/01/2015 06:42 - LQ Marshall wrote:
> 27/12/2014 23:59 - Ml Ml wrote:
>> after Upgrading to OTRS 3.3 the link (links to other related tickets)
>> are are the bottom. How do i get them back up to the top near the
>> notes section?
>>
> Prior to 3.x (or so?) the link were in the right-side banner

If the shown link is in "simple mode" it is in the right banner on the bottom,
if the link
is in "complex mode" it is on bottom. (changeable in sysconfig)

but it was never "on top" or something IIRC.

--
Florian
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[otrs] Create individual auto-ticket assignment based on email content

[Scott R. Morgan]

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

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Re: [otrs] Create individual auto-ticket assignment based on email content

[Gerald Young]

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  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
>
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Re: [otrs] Create individual auto-ticket assignment based on email content

[Scott R. Morgan]

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 
1231 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 
mailto: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


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Re: [otrs] Create individual auto-ticket assignment based on email content

[LQ Marshall]

There is an “External/Foreign” ID recognition feature (add-on?) in ver3.3… It 
may be of use.

Further Integration of External Systems with OTRS Help Desk 3.3

* Usage of multiple customer company databases.

* Automatic storage of customer user data in ticket dynamic fields: 
This enables permanent storage in the ticket to improve reporting.

* Recognition of external ticket numbers: In case two or more ticketing 
systems exchange emails, OTRS is now able to recognize ticket numbers from 
external systems and correctly assign incoming emails to existing tickets.

* OTRS can now fetch email over POP3/TLS connections.

This sounds like add-on feature which was introduced a few versions ago.

 

Might be worth your investigation…?

 

ps – Sorry for the top post… just following trends. ;)

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Scott 
R. Morgan
Sent: Friday, January 2, 2015 4:08 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Create individual auto-ticket assignment based on email 
content

 

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 
1231 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 mailto: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 
 

 


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Re: [otrs] Create individual auto-ticket assignment based on email content

[Gerald Young]

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  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 1231 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 
> 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
>
>
>
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> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Re: [otrs] Create individual auto-ticket assignment based on email content

[Gerald Young]

LQ Marshall (sorry about the misspelling).

On Fri, Jan 2, 2015 at 4:19 PM, Gerald Young  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 
> 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 1231 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 
>> 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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Re: [otrs] Create individual auto-ticket assignment based on email content

[Scott R. Morgan]

I think I understand how this setup is supposed to work:

1.   Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID)

2.   Create a Postmaster Filter to source out the location of the ticket ID 
in the email in either the subject or body and using the (\d+) function assign 
this to an X-OTDRHEADER ex:
X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+)

3.   Add the code in the otter hub post to activate the filter

Questions:

· The header from one of our vendors changes based on the type or 
response.  The body of the helpdesk ticket always has the service order info 
required like this (Notice the tab in the line):
“SONumber: 1234567”
Filter set to w/out the quotes: “SONumber: (\d+)”
Do I need to escape the tab character in the Filter condition?

· How does an agent assign a corresponding Ticket ID to a ticket to 
match against the new ticket header data?


Thank you!

Scott R. Morgan


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Friday, January 02, 2015 3:20 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Create individual auto-ticket assignment based on email 
content

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 
mailto: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 
1231 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 
mailto: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


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Re: [otrs] Create individual auto-ticket assignment based on email content

[Gerald Young]

> Do I need to escape the tab character in the Filter condition?
you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or
includes (-), you'll need to appropriately address. Use RegExPal.com to
test.

>How does an agent assign a corresponding Ticket ID to a ticket to match
against the new ticket header data?
One might manually fill the field?


On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan  wrote:

>  I think I understand how this setup is supposed to work:
>
> 1.   Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID)
>
> 2.   Create a Postmaster Filter to source out the location of the
> ticket ID in the email in either the subject or body and using the (\d+)
> function assign this to an X-OTDRHEADER ex:
> X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+)
>
> 3.   Add the code in the otter hub post to activate the filter
>
>
>
> Questions:
>
> · The header from one of our vendors changes based on the type or
> response.  The body of the helpdesk ticket always has the service order
> info required like this (Notice the tab in the line):
> “SONumber: 1234567”
> Filter set to w/out the quotes: “SONumber: (\d+)”
> Do I need to escape the tab character in the Filter condition?
>
> · How does an agent assign a corresponding Ticket ID to a ticket
> to match against the new ticket header data?
>
>
>
>
>
> Thank you!
>
>
>
>
>
> *Scott R. Morgan *
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Friday, January 02, 2015 3:20 PM
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Create individual auto-ticket assignment based on
> email content
>
>
>
> 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 
> 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 1231 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 
> 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
>
>
>
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
>
>
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>
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Re: [otrs] Create individual auto-ticket assignment based on email content

[Scott R. Morgan]

Thanks Gerald.
With regard to manually filling in the fields, where/how is this done?  In a 
ticket response dialog?  Where do you activate a Dynamic ticket text field in 
the interface?

Thank you!

Scott R. Morgan
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Friday, January 02, 2015 4:00 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Create individual auto-ticket assignment based on email 
content

> Do I need to escape the tab character in the Filter condition?
you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or 
includes (-), you'll need to appropriately address. Use RegExPal.com to test.

>How does an agent assign a corresponding Ticket ID to a ticket to match 
>against the new ticket header data?
One might manually fill the field?


On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
I think I understand how this setup is supposed to work:

1.   Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID)

2.   Create a Postmaster Filter to source out the location of the ticket ID 
in the email in either the subject or body and using the (\d+) function assign 
this to an X-OTDRHEADER ex:
X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+)

3.   Add the code in the otter hub post to activate the filter

Questions:

• The header from one of our vendors changes based on the type or 
response.  The body of the helpdesk ticket always has the service order info 
required like this (Notice the tab in the line):
“SONumber: 1234567”
Filter set to w/out the quotes: “SONumber: (\d+)”
Do I need to escape the tab character in the Filter condition?

• How does an agent assign a corresponding Ticket ID to a ticket to 
match against the new ticket header data?


Thank you!

Scott R. Morgan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Friday, January 02, 2015 3:20 PM

To: User questions and discussions about OTRS.
Subject: Re: [otrs] Create individual auto-ticket assignment based on email 
content

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 
mailto: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 
1231 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 
mailto: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


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Re: [otrs] Create individual auto-ticket assignment based on email content

[Gerald Young]

You ask how to make a change to a DynamicField on a ticket? You'd enable it
for a specific screen within SysConfig. Maybe it's in Note? It depends
where you want to change it.

On Fri, Jan 2, 2015 at 5:41 PM, Scott R. Morgan  wrote:

>  Thanks Gerald.
>
> With regard to manually filling in the fields, where/how is this done?  In
> a ticket response dialog?  Where do you activate a Dynamic ticket text
> field in the interface?
>
>
>
> Thank you!
>
>
>
>
> *Scott R. Morgan **From:* otrs-boun...@otrs.org [mailto:
> otrs-boun...@otrs.org] *On Behalf Of *Gerald Young
> *Sent:* Friday, January 02, 2015 4:00 PM
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Create individual auto-ticket assignment based on
> email content
>
>
>
> > Do I need to escape the tab character in the Filter condition?
>
> you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or
> includes (-), you'll need to appropriately address. Use RegExPal.com to
> test.
>
>
>
> >How does an agent assign a corresponding Ticket ID to a ticket to match
> against the new ticket header data?
>
> One might manually fill the field?
>
>
>
>
>
> On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan 
> wrote:
>
>  I think I understand how this setup is supposed to work:
>
> 1.   Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID)
>
> 2.   Create a Postmaster Filter to source out the location of the
> ticket ID in the email in either the subject or body and using the (\d+)
> function assign this to an X-OTDRHEADER ex:
> X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+)
>
> 3.   Add the code in the otter hub post to activate the filter
>
>
>
> Questions:
>
> · The header from one of our vendors changes based on the type or
> response.  The body of the helpdesk ticket always has the service order
> info required like this (Notice the tab in the line):
> “SONumber: 1234567”
> Filter set to w/out the quotes: “SONumber: (\d+)”
> Do I need to escape the tab character in the Filter condition?
>
> · How does an agent assign a corresponding Ticket ID to a ticket
> to match against the new ticket header data?
>
>
>
>
>
> Thank you!
>
>
>
> *Scott R. Morgan*
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Friday, January 02, 2015 3:20 PM
>
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Create individual auto-ticket assignment based on
> email content
>
>
>
> 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 
> 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 1231 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 
> 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*