[otrs] Forwarding Email Generated Tickets to Technical Staff

[Peter Beckman]

On Tue, 19 Aug 2008, Eric Bynum wrote:

> Hello
> 
> In January and February of '07, the following thread appeared.
> 
> ========================
> No idea if this will work but I saw an option to turn off html to txt in the postmaster settings maybe that will do
> the trick for you.
>
>  -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
> Janet Post
> Sent: Tuesday, January 30, 2007 12:30 PM
> To: User questions and discussions about OTRS.org
> Subject: [otrs] Forwarding Email Generated Tickets to Technical staff.
> Hello everyone,
> I have just implemented otrs at my organization, but it is not working
> out quite the way I need it to and I am hoping someone here can help.
> We receive tickets from an external call center by email, usually in
> HTML format with screen shots to help clarify problems to our technical
> staff.  OTRS needs to take this email, generate a ticket number to tack
> onto the subject, and than forward the email unchanged to our
> technicians via email.
> So far, the best I can do to forward the email is to send notifications
> that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a
> very high number of lines, (like 2000).   This does not forward the html
> email, but rather changes it to text which badly mangles charts and
> tables and does not include any graphics.
> Is there a way to fix this problem?
> ========================
> 
> I have looked and looked in the OTRS Admin page to find how to do this,
> but can't figure it out. Can someone help me?  I just want to have OTRS
> take the email sent to our support address, generate a ticket number to
> tack onto the subject, and then forward the email to our support staff
> via email. Any help would be greatly appreciated.

   Just write a generic agent that looks at new tickets created in a queue,
   then forwards them to your agents.

   It's probably harder than I make it sound, but it is doable.

Beckman
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Peter Beckman                                                  Internet Guy
beckman at angryox.com                                 http://www.angryox.com/
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