Re: Reading Ticket Number from Email Body

On 2017-05-30 04:04 PM, Parag Bhalerao wrote:
> Hello,
> 
> I have a customer who sends ticket number in email body in pre-defined 
> format. I see that OTRS can read ticket numbers form email body (ref: 
> http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Core_PostMaster.html), 
> but I am not sure where I can specify format of the ticket number.
> 
> The format of ticket number in email body is
> 
> {CMI: MCID089682}
> 
> ·         Will it always be enclosed in pair of {}
> 
> ·         Will it always start with CMI:
> 
> ·         Will ticket number always be MCID followed by exactly 6 digits
> 

What do you want to do with this number? Put it in a dynamic field or 
use it as the OTRS ticket #?  You could do the dynamic field, but I 
doubt you can use it as the OTRS ticket.  OTRS decides the ticket#.


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