Setting user defined fields via email-piping

thomass

Hi All,does anyone know if it's possible to include values for user defined ticket fields if the ticket is created via pipe.php using an email payload? With XML/JSON this seems to be no problem. Is it not implemented or do I miss something?Thanks in advance,Thomas

ntozier

Have you tried using Ticket Filters?

thomass

What I'm trying to accomplish is a way to preprocess emails with procmail and piping the results to OST. I'm parsing incoming emails and putting the results as Key/Value-Pairs into the email header. OST should recognize them and write them into the ticket data. I'm nearly there, I'm tinkering with some extra features at the moment. When it's working to my own satisfaction I'm going to zip it into a plugin and attach it to this thread.

thomass

I was able to solve this to my needs. However, creating plugins seems to be too annoying without a proper documentation (No, code comments are not counting at all). Under consideration of the huge pile of hacking I have to do to rig up OST to our needs (merging tickets, multilanguage auto-responses, third party ticket ids, ticket/bug dependencies with Mantis, office-hours) I decided to patch the code directly. Good by, future updates, hello quick'n'dirty...

ntozier

You might want to consider creating self containg patches for each feature and submitting them to the github project. the devs may decided that some of them should be included in core.

Chefkeks

@[deleted]

/Agree with ntozier, when you provide the code changes in several pull requests (one for every new/changed feature) the developers may can work with you / your code to get it into the core of osTicket.

Beside that, quick and dirty is maybe nice for the moment, but when new versions are released it will be harder to upgrade your osTicket or even worse that you're stuck at a specific version with no chance to upgrade since so much changed in the core of osTicket or you changed so much that you are not able / willing to upgrade and can't use new features. Just think about it ;)

JRogers

Good by, future updates, hello quick'n'dirty...

At least you did it with your eyes wide open--that is, you understand you just made a deal with the devil ;)I agree with @[deleted] and @[deleted]Jack

peter

@[deleted] - While the plugin idea is noble, I think you're going at it the hard way. Why parse the email and inject key/value pair to the header, only to pop them out again in osTicket? Wouldn't be easier to parse the email and post it via the API? The API already supports custom fields (using variables) - for more information see our API docs. It's a clean approach with zero code customization.

thomass

@[deleted]: I'm not so sure. I find parsing emails much more complicated (and error-prone) than simply using procmail recipes to add some information. I'm preparing a switch from OTRS to OST and we have a significant number of preprocessing stuff I'd like to keep. And, btw, adding header-parsing for user defined fields and values was quite simple after I found the right place to mount it.@[deleted]: You're all so right, I know. I constantly preach it to other people by myself. I already start to feel dirty :) I will think it over.

cmcallister

@[deleted]: I'm not so sure. I find parsing emails much more complicated (and error-prone) than simply using procmail recipes to add some information. I'm preparing a switch from OTRS to OST and we have a significant number of preprocessing stuff I'd like to keep. And, btw, adding header-parsing for user defined fields and values was quite simple after I found the right place to mount it.@all: You're all so right, I know. I constantly preach it to other people by myself. I already start to feel dirty :) I will think it over.

@[deleted] : Could you share the process you used and where you mounted your header-parsing for user designed fields and values? I currently have piping working nicely via Zapier, and would like to be able to add additional (custom) user field information.Example: I use https://youcanbook.me as a booking system, which then takes the information collected, and can send those details in whichever format is required to make it work with piping.