Email to open/close ticket with specific object/body

marcelloz

Hi all,I just installed 1.9.1, all works well and emails open tickets. I'd like to do the following:- devices send automatically emails with a specific, fixed device id and a status (up/down)- when device (router or wifi hotspot) is down, it sends a specific text- osticket opens a ticket- when the problem is solved (and tickets worked) and the device is back up, it sends another email with a specific text- osticket closes the tickethow can I customize the mail handler?Thanks all in advanceMarcello

ntozier

You can do part of it. You would have your devices send to your ticket email address.You can user Admin panel -> Manage -> Ticket Filters to handle your department assignment etc.However the second email will generate a new ticket. At this time Ticket Filters only trigger on new tickets/emails, and have no way of closing an existing ticket.

marcelloz

Hi htozier, thanks very much for that. Unfortunately, what I really need is to have a system able to open and close a specific ticket over a specific subject/body text. I do have a decent coding background but I wouldn't know where to start for such mod, do you have any advice? I'd be happy to work on it and share it with the community - also, I would have to code it anyway somehow. Moreover, I need to create a "history" section where technicians can go and look for whatever happen to a certain device (es: router 01234) and pull out properties, ticket history and repair strategies. I'd be glad to share that as well ;)thanks!Marcello

stf5875

I guess it similar to the way Redmine implemented this functionality on Rubyfor example, when you reply to ticket and add one of the pre-configured keywords, like - it will close the ticket when reply get processed.Since there are already lots of variable that can be used in email in osTicket - It should not be very hard for developer to add.

marcelloz

It sounds just like what I'm looking for, but parameters will be sent over a new email - shouldn't be hard to achieve. I'd like to work on the coding to extend osticket capabilities but I'm not familiar on how to get into the contributing workflow. Can you point me to the right resources/people to get me going? Thanks

Chefkeks

I suggest forking the github repo (www.github.com/osticket/), then code the changes for the mail filter system (maybe as a plugin?) and provide these changes via a github pull request back to the osticket developers, which then decide to integrate (or not) your pull request.

marcelloz

Cool, I'll look into that. Integrating what I need into the ticket filter section could become a standard feature, in my wiew. I'll get back on this forum for questionthanksMarcello

DiegoZuccato

Seems you're using Nagios :)IIUC it's the same limit of OSticket API: it can only open a ticket, not close it :(

marcelloz

Hi and thanks for the responses. Is it looking like I'm going to have to hack osticket code for the second time? :(Marcello