activeperl

Creating a Reverse Lookup Table for OTRS with ActivePerl

Occasionally our customer service team wants to find the ticket that is related to a filename that was attached to an email that went through OTRS Free (the system we use to manage our customer-facing support tickets). As to be expected, we've accumulated a lot of tickets and a number of these include attachments and currently reverse lookup by attachment is not a feature in OTRS Free. We didn't want to modify OTRS and complicate future upgrades, so we decided to create a separate web UI to run an attachment search.

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