[otrs-de] Re: Kunde aus E-Mail-Text mit PM-Filter

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Content-Language: de-DE
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Hallo Markus,

ich nehme daf=C3=BCr das PreFilterModul =C3=BCber die SysConfig und ersetze=
 die Mail-Adresse im
From, da unsere Agenten nicht unbedingt die Nutzerkennung kennen:
Unter: Ticket =E2=86=92 Core::PostMaster
PostMaster::PreFilterModule###1-Match

Schl=C3=BCssel: Module
Inhalt: Kernel::System::PostMaster::Filter::Match
Match: Body
Inhalt: (?i)OTRS-Kunde:(?:.*<mailto:)?\s*([a-zA-Z0-9@.\-_\+]*@[a-zA-Z0-9@.\=
-_\+]*)
Zuweisen: From
Inhalt: [***]

Das Muster funktioniert dann f=C3=BCr [email protected] und mailto=
: Mustermann, Max <
[email protected]>

Au=C3=9Ferdem gibt es noch einen Postmasterfilter, um direkt ein Ticket in =
der "eigenen" Queue
zu erstellen:
Body =3D (?i)OTRS-Queue:\s*(\V+\S)
X-OTRS-Queue =3D [***]

Viele Gr=C3=BC=C3=9Fe aus Essen

Martin

Am Dienstag, den 13.04.2021, 09:32 +0000 schrieb Ludwig Markus:
> Hallo Liste,
> da unsere Kunden h=C3=A4ufig die Mitarbeiter im Service immer noch pers=
=C3=B6nlich anschreiben,
> anstatt die Funktionsadressen zu benutzen, m=C3=BCssen Mails relativ h=C3=
=A4ufig weitergeleitet
> werden. Das Ticket wird dann nat=C3=BCrlich mit dem falschen Kunden erste=
llt und muss
> nachbearbeitet werden.
> Meine Idee w=C3=A4re jetzt gewesen, z. B. in der ersten Zeile der weiterz=
uleitenden Nachricht
> an das Ticketsystem etwas wie <Kunde: CustomerUserID> oder so einzusetzen=
, um den Kunden
> via PM-Filter korrekt zu setzen. Ich scheitere allerdings an der Umsetzun=
g, vermutlich
> aufgrund der nicht vorhandenen Kenntnisse der richtigen RegEx-Syntax. Kan=
n hier
> vielleicht jemand weiterhelfen?
>=20
> Viele Gr=C3=BC=C3=9Fe
> Markus
>=20
> --
> _______________________________________________
> otrs-de Mailing-Liste -- [email protected]
> Zum abbestellen schreibe eine E-Mail an [email protected]
> Abonnementverwaltung und Nachrichtenarchiv unter:
>   https://lists.otrs.org/postorius/lists/otrs-de.lists.otrs.org/
--=20
Martin Zeiler

Universit=C3=A4t Duisburg-Essen,
Zentrum f=C3=BCr Informations- und Mediendienste (ZIM)
- Gesch=C3=A4ftsbereich IT-Infrastruktur (ITI)  -

Sch=C3=BCtzenbahn 70, Raum  SH 210
45141 Essen
Telefon: 0201-183-6028

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--===============2283365999388978764==--