[otrs] otrs auto merge feature

[Neil Simpson]

Hi,

We are using a "drop" system for mails that we want in otrs, if there's an
email chain of 5 emails however and then you drop them all into otrs, you
get 5 new tickets, not one ticket with 5 articles which is what i'd like as
they all have same subject and relate to same issue. i know otrs like's to
match by OTRS number but is there no way for it to check subject line
aswell?

thanks

Neil

[David Boyes]

Well, it DOES check the subject line - for the OTRS ticket # that would associate those emails. Does the subject line contain that?

Otherwise is there some unique identifier that OTRS could use to tell they were associated? You could try to scan for it in the postmaster input, but there has to be some unique identifier that ties the issues together that OTRS can be programmed to find.

From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of Neil Simpson
Sent: Monday, October 08, 2012 10:01 AM
To: User questions and discussions about OTRS.
Subject: [otrs] otrs auto merge feature

Hi,

We are using a "drop" system for mails that we want in otrs, if there's an email chain of 5 emails however and then you drop them all into otrs, you get 5 new tickets, not one ticket with 5 articles which is what i'd like as they all have same subject and relate to same issue. i know otrs like's to match by OTRS number but is there no way for it to check subject line aswell?

thanks

Neil

[Neil Simpson]

the unique identifier is the subject of the email. but without any otrs
number as these emails are all outside of otrs until i drag them in
together. it needs to say "ohh here are 5 emails with the same subject, i
will merge them into one ticket, 5 articles" but currently it says "ohh
here are 5 emails without any otrs number, i will create a new ticket for
each" which then means everyone gets 5 "new ticket" notifications for what
is essentially only 1 issue and an Agent has to then merge the 5 together.

Well, it DOES check the subject line – for the OTRS ticket # that would
associate those emails. Does the subject line contain that? ****
** **
Otherwise is there some unique identifier that OTRS could use to tell they
were associated? You could try to scan for it in the postmaster input, but
there has to be some unique identifier that ties the issues together that
OTRS can be programmed to find. ****
** **
Of *Neil Simpson
*Sent:* Monday, October 08, 2012 10:01 AM
*To:* User questions and discussions about OTRS.
*Subject:* [otrs] otrs auto merge feature****
** **
Hi,
We are using a "drop" system for mails that we want in otrs, if there's an
email chain of 5 emails however and then you drop them all into otrs, you
get 5 new tickets, not one ticket with 5 articles which is what i'd like as
they all have same subject and relate to same issue. i know otrs like's to
match by OTRS number but is there no way for it to check subject line
aswell?
thanks
Neil****
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[Steven Carr]

Have you tried enabling Ticket -> Core::Postmaster ->
PostmasterFollowUpSearchInReferences ?

Steve

Post by Neil Simpson
the unique identifier is the subject of the email. but without any otrs
number as these emails are all outside of otrs until i drag them in
together. it needs to say "ohh here are 5 emails with the same subject, i
will merge them into one ticket, 5 articles" but currently it says "ohh here
are 5 emails without any otrs number, i will create a new ticket for each"
which then means everyone gets 5 "new ticket" notifications for what is
essentially only 1 issue and an Agent has to then merge the 5 together.

Well, it DOES check the subject line – for the OTRS ticket # that would
associate those emails. Does the subject line contain that?
Otherwise is there some unique identifier that OTRS could use to tell they
were associated? You could try to scan for it in the postmaster input, but
there has to be some unique identifier that ties the issues together that
OTRS can be programmed to find.
Sent: Monday, October 08, 2012 10:01 AM
To: User questions and discussions about OTRS.
Subject: [otrs] otrs auto merge feature
Hi,
We are using a "drop" system for mails that we want in otrs, if there's an
email chain of 5 emails however and then you drop them all into otrs, you
get 5 new tickets, not one ticket with 5 articles which is what i'd like as
they all have same subject and relate to same issue. i know otrs like's to
match by OTRS number but is there no way for it to check subject line
aswell?
thanks
Neil
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[David Boyes]

the unique identifier is the subject of the email.
There are a lot of ugly failure and/or race condition scenarios here. What would happen if another agent dropped in an email from another customer that happened to have the same subject line while you were dropping a batch in? Would you want that email incorporated into the same ticket as well? Somehow, I don't think that's what you want to happen, but that would be the result.
You're going to have to create something else in each email that indicates that the multiple messages are somehow associated, either a custom header or manipulating the subject line in some special way outside OTRS. What implements your "drop box"? Is there a way that a script could be run when an item is dropped into the folder? If so, you could generate a unique id that would be applied to all messages dropped until it received a message with a special subject line that indicated a batch was complete and then obtained a OTRS ticket # and appended the messages to that ticket. Also, what should happen if another agent decides to do the same thing at the same time? Does every agent get a separate drop folder?
Short of that, I don't think there's a viable way to do what you want to do out of the box. Incoming messages are individual transactions, and OTRS can't read your mind. Somehow you have to link them together in a consistent way, and that would involve a lot of custom code outside OTRS, maybe like this idea:
If you have MS OneNote, look at how MS did the Send to OneNote button in Outlook. You'd have to write something like that, but you'd still have to have a unique identifier better than just the subject line.

[Steven Carr]

Not quite true David, like I commented, try enabling SearchInReferences.

OTRS can do some "intelligent" things, enabling that option tells OTRS
to read the email headers and look for the in-replyto and references
headers and match those with existing tickets, so aslong as the emails
are all part of the same trail then the in-replyto/references should
allow OTRS to pin them together. We use this function to mop up CC'd
emails that don't contain the ticket number in the subject.

Steve

Post by Neil Simpson
the unique identifier is the subject of the email.
There are a lot of ugly failure and/or race condition scenarios here. What
would happen if another agent dropped in an email from another customer that
happened to have the same subject line while you were dropping a batch in?
Would you want that email incorporated into the same ticket as well?
Somehow, I don’t think that’s what you want to happen, but that would be the
result.
You’re going to have to create something else in each email that indicates
that the multiple messages are somehow associated, either a custom header or
manipulating the subject line in some special way outside OTRS. What
implements your “drop box”? Is there a way that a script could be run when
an item is dropped into the folder? If so, you could generate a unique id
that would be applied to all messages dropped until it received a message
with a special subject line that indicated a batch was complete and then
obtained a OTRS ticket # and appended the messages to that ticket. Also,
what should happen if another agent decides to do the same thing at the same
time? Does every agent get a separate drop folder?
Short of that, I don’t think there’s a viable way to do what you want to do
out of the box. Incoming messages are individual transactions, and OTRS
can’t read your mind. Somehow you have to link them together in a consistent
way, and that would involve a lot of custom code outside OTRS, maybe like
If you have MS OneNote, look at how MS did the Send to OneNote button in
Outlook. You’d have to write something like that, but you’d still have to
have a unique identifier better than just the subject line.
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[David Boyes]

Post by Steven Carr
Not quite true David, like I commented, try enabling SearchInReferences.

I have. It still misses fairly frequently (at least for us), which is why I didn't mention it. But, that may be a function of our customer base often having very old MUA/MTAs that don't reliably implement a lot of the newer mail headers in consistently useful ways. We have to have a 100% solution.

SearchInReferences relies a lot on things out of your control (eg the algorithm that generates message ids at the sending MTA). It's a partial solution, but not a complete one. It also doesn't really address the race conditions of multiple agents dropping into the same folder from different customers.

Maybe a better approach would be to write something that you use to post process a private folder for each agent on an IMAP server (eg, dump a copy of all the related messages into a subfolder, then run a separate app that opened a OTRS ticket, iterated through the folder items posting them to that ticket # and deleting them from the folder). All further correspondence is then done via OTRS (key point -- otherwise your statistics are going to get progressively more useless over time because OTRS can't measure response times, etc for stuff submitted this way).

That should be fairly easy to write with the Perl IMAP library and the Perl SOAP library, and would be fairly easily to make work against any IMAP server implementation. Could be fairly easily batched if you used subfolders for each group of messages (schedule it in cron or somet

[Gerald Young]

Attach to master ticket and send the master ticket.

Post by David Boyes

Post by Steven Carr
Not quite true David, like I commented, try enabling SearchInReferences.

I have. It still misses fairly frequently (at least for us), which is why
I didn't mention it. But, that may be a function of our customer base often
having very old MUA/MTAs that don't reliably implement a lot of the newer
mail headers in consistently useful ways. We have to have a 100% solution.
SearchInReferences relies a lot on things out of your control (eg the
algorithm that generates message ids at the sending MTA). It's a partial
solution, but not a complete one. It also doesn't really address the race
conditions of multiple agents dropping into the same folder from different
customers.
Maybe a better approach would be to write something that you use to post
process a private folder for each agent on an IMAP server (eg, dump a copy
of all the related messages into a subfolder, then run a separate app that
opened a OTRS ticket, iterated through the folder items posting them to
that ticket # and deleting them from the folder). All further
correspondence is then done via OTRS (key point -- otherwise your
statistics are going to get progressively more useless over time because
OTRS can't measure response times, etc for stuff submitted this way).
That should be fairly easy to write with the Perl IMAP library and the
Perl SOAP library, and would be fairly easily to make work against any IMAP
server implementation. Could be fairly easily batched if you used
subfolders for each group of messages (schedule it in cron or something).
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[Neil Simpson]

@Steven, thanks for the tip. set it to "yes" this morning and it's working
beautifully.
@David, i don't have any concerns about the "other" agents doing crazy
things as it's only for my sysadmin team, we are using it slightly
unconventionally, our support wont be using it like i mentioned previously,
only us.

thank you both.

Neil

Post by Gerald Young
Attach to master ticket and send the master ticket.

Post by David Boyes

Post by Steven Carr
Not quite true David, like I commented, try enabling SearchInReferences.

I have. It still misses fairly frequently (at least for us), which is why
I didn't mention it. But, that may be a function of our customer base often
having very old MUA/MTAs that don't reliably implement a lot of the newer
mail headers in consistently useful ways. We have to have a 100% solution.
SearchInReferences relies a lot on things out of your control (eg the
algorithm that generates message ids at the sending MTA). It's a partial
solution, but not a complete one. It also doesn't really address the race
conditions of multiple agents dropping into the same folder from different
customers.
Maybe a better approach would be to write something that you use to post
process a private folder for each agent on an IMAP server (eg, dump a copy
of all the related messages into a subfolder, then run a separate app that
opened a OTRS ticket, iterated through the folder items posting them to
that ticket # and deleting them from the folder). All further
correspondence is then done via OTRS (key point -- otherwise your
statistics are going to get progressively more useless over time because
OTRS can't measure response times, etc for stuff submitted this way).
That should be fairly easy to write with the Perl IMAP library and the
Perl SOAP library, and would be fairly easily to make work against any IMAP
server implementation. Could be fairly easily batched if you used
subfolders for each group of messages (schedule it in cron or something).
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[Adi Ariyanto]

Dear All

Is it possible to be setup that status view only can be seen by certain user(ex:IT Manager,Section Head) but engineer only can see they queue

And how to make my queue is visble with out rw permission ? my account which is rw permission able to see my queue but one of my team is unable to see myqueue

Thank You


Best Regards
Adi Ariyanto
Computer Support & Maintenance
________________________________
This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.

________________________________
This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.
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[Gerald Young]

Group membership will prevent engineer from seeing queues to which engineer
does not belong.
In addition, you can assign group(s) to modules in
Sysconfig/Ticket/AgentModuleRegistration to prevent/assign access to that
entry (Status View) by group membership.


"My Queue" is intended for queues you control/can write to.

Dear All****
** **
Is it possible to be setup that status view only can be seen by certain
user(ex:IT Manager,Section Head) but engineer only can see they queue****
** **
And how to make my queue is visble with out rw permission ? my account
which is rw permission able to see my queue but one of my team is unable to
see myqueue****
** **
Thank You****
** **
** **
Best Regards****
Adi Ariyanto****
Computer Support & Maintenance****
------------------------------
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or
opinions expressed are solely those of the author and do not necessarily
represent those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.
Please contact the sender if you believe you have received this email in
error.****
------------------------------
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or
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[Adi Ariyanto]

"My Queue" is intended for queues you control/can write to." --> is there any way my queue is visible without RW permission ?

Best Regards
Adi Ariyanto
Computer Support & Maintenance

From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of Gerald Young
Sent: Tuesday, October 09, 2012 8:51 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Status view & My Queue

Group membership will prevent engineer from seeing queues to which engineer does not belong.
In addition, you can assign group(s) to modules in Sysconfig/Ticket/AgentModuleRegistration to prevent/assign access to that entry (Status View) by group membership.


"My Queue" is intended for queues you control/can write to.

On Tue, Oct 9, 2012 at 5:39 AM, Adi Ariyanto <***@binus.edu<mailto:***@binus.edu>> wrote:
Dear All

Is it possible to be setup that status view only can be seen by certain user(ex:IT Manager,Section Head) but engineer only can see they queue

And how to make my queue is visble with out rw permission ? my account which is rw permission able to see my queue but one of my team is unable to see myqueue

Thank You


Best Regards
Adi Ariyanto
Computer Support & Maintenance
________________________________
This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.

________________________________
This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.
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________________________________
This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.
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________________________________
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[Steven Carr]

Any queues that you have read permissions to will be visible under "My
Queues" but the last time I used that view I think it will only
actually show the queue names once there are tickets in the queue.
FWIW I only every use the status view.

Steve

"My Queue" is intended for queues you control/can write to.” à is there any
way my queue is visible without RW permission ?
Best Regards
Adi Ariyanto
Computer Support & Maintenance
Sent: Tuesday, October 09, 2012 8:51 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Status view & My Queue
Group membership will prevent engineer from seeing queues to which engineer
does not belong.
In addition, you can assign group(s) to modules in
Sysconfig/Ticket/AgentModuleRegistration to prevent/assign access to that
entry (Status View) by group membership.
"My Queue" is intended for queues you control/can write to.
Dear All
Is it possible to be setup that status view only can be seen by certain
user(ex:IT Manager,Section Head) but engineer only can see they queue
And how to make my queue is visble with out rw permission ? my account which
is rw permission able to see my queue but one of my team is unable to see
myqueue
Thank You
Best Regards
Adi Ariyanto
Computer Support & Maintenance
________________________________
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of Bina Nusantara.
If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to
anyone.
Please contact the sender if you believe you have received this email in error.
________________________________
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of Bina Nusantara.
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must take no action based upon them, nor must you copy or show them to
anyone.
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If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to
anyone.
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________________________________
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