[otrs] Updating ticket X-OTRS-State based on external email response from agent

Adam Knight

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Jul 24, 2009, 9:11:59 AM7/24/09

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Hi,

I am in the process of reviewing OTRS with the aim of piloting soon. Most of the configuration options work well and suit my requirements, however there is one that I cannot get to work, I have not found any information relating to this problem on the web.

I have tried creating the following filter:

Filtername: 01_agentresponse'

Hit:
Header 1: From Contents: (.*)@clearpace.com
Header 2: X-OTRS-State Contents: new

Set:
Header 1: X-OTRS-State Contents: open

The aim of the filter is to allow agents to email a first response to the customer from BlackBerry/Mobile devices and for this to update the ticket state on the system so that the system does not log a missed SLA if the response is emailed in.

The rule is not being applied - I check the logs, other rules are appearing but not this one.

If I remove the Header2 element then it tries to apply the rule but the state of the ticket does not change.

[Fri Jul 24 12:48:03 2009][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: <[MESSAGE_ID]>)

I have tried adding the values in quotes,
I have tried using the numeric values for the states from the database instead of state names.

I have tried specifying the rule in the Kernel/Config.pm

Without any success.

Any help would be greatly appreciated.

Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com

This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person.

LQ Marshall

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Jul 24, 2009, 10:36:47 AM7/24/09

to User questions and discussions about OTRS.

Adam,

I am not able to quote a specific response at this time but might point you to assistance.

A month or two ago a user posted on a similar inquiry. In response, another OTRS's user poster a filter used to allow email updates.

Wish I could remember the details but age gets me. However you could easily check the archives & will likely give you the piece you need.

LQ
- Sent from my Palm Pre

Martin Edenhofer

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Jul 26, 2009, 5:15:02 AM7/26/09

to User questions and discussions about OTRS.

Hi Adam,

if I understood it correctly, you want to change the ticket state of
an already existing ticket by using an agent follow up?

If it is so, you can do this by using "X-OTRS-FollowUp-State" or in
case you want also to update service+sla "X-OTRS-FollowUp-Service", "X-
OTRS-FollowUp-SLA".

Important is the "FollowUp" in the header key. Only this headers are
used for follow messages.

I also would do it a litte bit different to be able to cover more
actions based on subjects. ;) For example:

"Acknowledge by Agent Email":

Hit:
From: (.*)@clearpace.com # to only allow this action your agents
Subject: [ack] # to identify the action
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent

Set:
X-OTRS-FollowUp-State: open

a other example:

"Close by Agent Email":

Hit:
From: (.*)@clearpace.com # to only allow this action your agents
Subject: [close] # to identify the action
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent

Set:
X-OTRS-FollowUp-State: closed successful

I hope it will help you! ;)

Greetings,
-Martin

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Adam Knight

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Jul 27, 2009, 3:46:53 AM7/27/09

to User questions and discussions about OTRS.

Thanks, that looks great. I have a clarification question:-

When you hit on
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent
Are you assuming that I have a separate rule to set all mails from
clearpace.com to agent and email_internal? If so how do I ensure that
this rule is processed first?

Many thanks,

Adam

Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com

This e-mail and any files attached may contain privileged and/or
confidential information. If you are not the intended recipient please
immediately notify the sender by reply e-mail and delete the message
from your system. You should not copy it or use it for any purpose nor
disclose its contents to any other person.

Martin Edenhofer

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Jul 27, 2009, 4:32:43 AM7/27/09

to User questions and discussions about OTRS.

Hi Adam,

it depends on your scenario. If you know that all "@clearpace.com"
will be only internal agents (nobody of them will be a customer some
day in OTRS).

Then you could create an extra "global" postmaster filter just like
this:

Hit:
From: (.*)@clearpace.com

Set:
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent

If you only want to define this "BlackBerry/Mobile" with actions as
agent/email-internal you only should add this Set-Headers to your
explicit postmaster filter.

PS: It's not importent which postmaster filter gets processed first
till no Set-Header gets overwritten.

-Martin

Adam Knight

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Jul 27, 2009, 5:54:44 AM7/27/09

to User questions and discussions about OTRS.

I have tried this and it is working well although the First Response
Time in the ticket is still set. Which field do I need to update in
order to cancel this escalation timeout? I tried setting the
X-OTRS-FollowUp-State-PendingTime to blank but this does not seem to
help.

Regards,

Martin Edenhofer

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Jul 27, 2009, 6:35:15 AM7/27/09

to User questions and discussions about OTRS.

Hi Adam,

"first response time" gets only stopped by adding an article with
sender "agent" and article type "email-external", "note-external",
"phone", "fax" or "sms".

In other words after responding the customer at first time.

In your case it should help to set:

> X-OTRS-FollowUp-ArticleType: email-external

-Martin

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-Martin

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