[otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

[Grzella, Mark]

Hey all,

i need an advice regarding otrs postmaster filtering.
Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail.
As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager.

Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc.

I tried something like this, but with no effect at all.
OTRS still sets customer id to its original sender, not to the cc one.

Filter condition
Headline 1 : CC << value >> (sample)
Headline 2 : From <<value>> myad...@mydomain.de

Set E-Mail Header
Headline 1 : X-OTRS-CustomerUser <<value>> [***]


Anybody a clue how to archive this?



mit freundlichen Grüßen

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universitätsstraße 104
44799 Bochum
Tel.: 02 34/97 60 - 404
mgrz...@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Lorenz Haase
Bastian Schmidt-Faber


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[Grzella, Mark]

Nobody an idea?


With kind regards,

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universitätsstraße 104
44799 Bochum
Tel.: 02 34/97 60 - 404
mgrz...@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Lorenz Haase
Bastian Schmidt-Faber

-----Ursprüngliche Nachricht-----
Von: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Im Auftrag von Grzella, Mark
Gesendet: Freitag, 31. Januar 2014 15:42
An: User questions and discussions about OTRS.
Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

[Daniel Litzbach]

Hi Mark,

does X-OTRS-CustomerUser match the Attribute configured in the customer's settings?

Regards

Daniel Litzbach

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-----Ursprüngliche Nachricht-----
Von: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Im Auftrag von Grzella, Mark

Gesendet: Donnerstag, 6. Februar 2014 12:56

An: User questions and discussions about OTRS.

Betreff: Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

[Marty Hillman]

We handle this by changing the CustomerID within the ticket. We only have a few of these each week that we need to do this to, or when an employee departs and we shift responsibility to another user. This sounds to me line you want to do this on ALL tickets?

[David Boyes]

Do you have some database that would map arbitrary user A to the customer entity in OTRS? If the domain is the same for all users and you have no information about the relationship between incoming message from user A and customer ID B, I don't see how OTRS could do this -- it has to be able to determine the relationship somehow, and if user B is the actual customer, then they should be the one formally responsible in the database.

One thought: if your authentication source is something like Active Directory, and you have the relationships (user A is admin for user B) in AD, you could probably query AD and substitute the source of the message as if it came from user B, and add user A as a CC. Or you could set up something external to OTRS that user B could say "these are my designated proxies who can submit issues on my behalf" and check that during postmaster processing.

> -----Ursprüngliche Nachricht-----
> Von: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Im Auftrag von
> Grzella, Mark
> Gesendet: Freitag, 31. Januar 2014 15:42
> An: User questions and discussions about OTRS.
> Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress
>
> Hey all,
>
> i need an advice regarding otrs postmaster filtering.
> Task is to set the proper customer identification to the email address listed in
> CC on an inbound e-mail.
> As we are getting mails via different communication channels, we can get e-
> mails that are not directly send to otrs from the original customer but rather
> via an alternative address, for example management assistents reporting for
> a manager.
>
> Therefor it´ll be quite helpful to have the customer id not set to the e-mail
> responsible, but to the one listed in cc.
>
> I tried something like this, but with no effect at all.
> OTRS still sets customer id to its original sender, not to the cc one.
>
> Filter condition
> Headline 1 : CC << value >> (sample)
> Headline 2 : From <<value>> myad...@mydomain.de
>
> Set E-Mail Header
> Headline 1 : X-OTRS-CustomerUser <<value>> [***]