Mail to Ticket Automation - ignore/remove patterns in title

[jbostoen]

Type: feature request / enhancement

Versions:

• extension: Mail to Ticket Automation
• iTop: 2.4.1
• PHP: 7.1
• MySQL: 5.7

Description: a user requested help for tickets which were not processed. This happened because their client uses IR-01234567 as a format for their references. This obviously overlaps with iTop's default R-0123456 ticket referencing.

The idea is to implement a 'remove_patterns' field (multiline: one pattern per line). This would either be completely removed or bypassed when processing the mail title to check if there's a reference.

This would not help if another user used iTop with exactly the same settings though

---

The GetRelatedTicket method should become something like this

if ($oTicket === null)
{
    // No associated ticket found by parsing the headers, check
    // if the subject does not match a specific pattern
    $sPattern = $this->FixPattern($this->Get('title_pattern'));
    $sSubject = $oEmail->sSubject;

   // Now sanitize $sSubject here to exclude anything you want. You could use preg_replace to get rid of IR-<their amount of numbers if it doesn't change?>
   $sSubject = .... ;

    if(($sPattern != '') && (preg_match($sPattern, $sSubject, $aMatches)))
    {
        $iTicketId = 0;
        sscanf($aMatches[1], '%d', $iTicketId);
        $this->Trace("iTop Simple Email Synchro: Retrieving ticket ".$iTicketId." (match by subject pattern)...");
        $oTicket = MetaModel::GetObject('Ticket', $iTicketId, false);
    }
}

[jbostoen]

Implemented today.