![]() Neither OTRS or the outside world really needs to know about the translation process I would do this outside OTRS because it’s really a translation function between OTRS and something in the outside world. IT Administrator / Operations Team / M-IT OMS I think that's Utopia, isn't it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers? * OTRS automagically respects the foreign number * In Postmaster Mail Account definition enable "Trusted" * Insert a mail header X-OTRS-TicketNumber ![]() So I thought about the following possible solution: It's possible to modify the Mail headers (I think). * Following references to the foreign number append the article to the existing OTRS ticket * First appearance of a foreign number creates a ticket ![]() Is it possible to let OTRS sort the incoming mails into the corresponding ticket? E.g. The foreign system doesn't know about the corresponding ticket number in OTRS, but has own identification numbers of the cases. Our client wants to send reports automatically on regular basis to our ticket system.
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