[otrs] open ticket forwarding mail
Francesco Pasqualini
In the body of the message I add before the quoted text:
...so that OTRS can get the correct sender (via a filter ?)
What solution do you suggest for this requirement ?
Ralf Hildebrandt
> Hi,
>
> is there some feature/configutation to open a ticket forwarding an email.
>
> The use case is:
>
> We have an email address connected to OTR, help...@mycompany.com, but
> sometime I receive requests in my own mailbox and I want to forward to
> OTRS.
>
> Is there a way to forward this email to OTRS and automatically open a
> ticket for the original sender ?
I simply use the "bounce" option in my email program. That way, the
headers stay the same and OTRS acts as if the user sent the mail
directly to OTRS!
--
Ralf Hildebrandt Charite Universitätsmedizin Berlin
ralf.hil...@charite.de Campus Benjamin Franklin
http://www.charite.de Hindenburgdamm 30, 12203 Berlin
Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Francesco Pasqualini
In gmail a label is an IMAP folder. So when I receive a mail that I need to bounce to OTRS, simply I label it OTRS, and it works.
Gerald Young
Francesco Pasqualini
David Boyes
That’s more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination).
David Boyes
...still interested in a OTRS way to rewrite the From: in forwarded email
OTRS can’t perform miracles. When you forward a message, you’re creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can’t resend it transparently, your only options are to create something like a mail alias on your OTRS server that runs a procmail filter to strip out the headers generated by forwarding the message and resubmit the original message to OTRS as if it had come from the customer directly, or add some kind of special header that the OTRS postmaster filter can trap. You then forward the message to the mail alias when you want this to happen, or add the magic header when you forward the message.
The alias idea won’t work unless you have control of the incoming mail server (and given that you say you’re using gmail’s mail servers, you probably don’t), and the gmail interface isn’t conducive to adding specialized headers. Note that you also will need to configure your mail client to not modify the forwarded message in any way (eg, no indents, adding >> notations, etc.) if you want the stripping to work reliably.
Francesco Pasqualini
That’s more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination).
David Boyes
So do I. But to do that, you have to have some way of conveying the original address in a way that OTRS can understand it, and that’s not possible in your configuration without supplying that information in another form than the RFC822 email headers.
The postmaster filter approach outlined in another email is probably your only hope if you don’t run your own mail server, but as you noted, that allows pretty much anyone on the planet to do it unless you build in some additional authentication in the postmaster script, which is not a trivial task. There are a lot of complex edge cases.
Francesco Pasqualini
...still interested in a OTRS way to rewrite the From: in forwarded email
OTRS can’t perform miracles. When you forward a message, you’re creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can’t resend it
---------------------------------------------------------------------