Feature #4714

External Ticket Number Recognition

Added by moyo almost 7 years ago. Updated almost 7 years ago.

Status:FeedbackStart date:12/11/2013
Priority:NormalDue date:
Assignee:-% Done:

0%

Category:Helpdesk
Target version:Candidate for next major version

Description

http://www.glpi-project.org/forum/viewtopic.php?pid=165143

If GLPI communicates with other ticketing systems they may drop the GLPI ticket number not recognize the reply as a follow-up on an existing ticket.

I would be possible to store an external ticket number in an FreeTextField. While receiving emails, GLPI will check not only for its own ticket number but also for the external ones and will add a reply automatically to the corresponding ticket.

Adding the external ticket number to a ticket needs to be done manually.
The relation of an OTRS ticket number to an external ticket number needs to be 1:1.
GLPI would check for the external ticket number in the subject and body of an email.

TODO :
  • A new field in ticket
  • Check unicity of this field
  • Add checking in mailcollector to link ticket if need : find external reference in subject and body

Trouble : need to get all external references and find them in mail... May be a complex search for all new tickets

History

#1 Updated by moyo almost 7 years ago

  • Status changed from New to Feedback
  • Target version changed from 0.85 to Candidate for next major version

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