[otrs] Autoanswer/notification : customer email in reply to

[Christophe Pouillet]

Hi list,

This is my first post.
We are a small IT Services company and we are giving a try at OTRS to
see if it could match our needs.

My support Team is mainly on the field at customers sites and have
almost only an access to their mail, not web access.
So 90% of the time, they support customers through email.

What I would like to do is :

- customer send a request in OTRS (support at example.com)
- OTRS creates a ticket with ticket number
- OTRS send an autoanswer or notification to an external common email
account (shared by the support team)
with a 'reply to' field set with customer email and a 'Cc' field set
with our support email (e.g support at example.com).

I had a look in API and modules, found some interesting things but I'm
not a PERL developper so I'm stuck.

Does anyone with same needs has already solved this ?
Any hints would be appreciate.

Thanks for your lights,

Best regards

Chris.