Hi, Wolf Wiegand schrieb:

Hi,

we've configured OTRS using SendmailBcc to send copies of all outgoing mails to an internal mailing list. That way, every member of that list (let's call them GroupA) can read all answers going out to customers, as well as notes which are added to a ticket. So far, so good.

Right now, we are planning on having more colleagues use OTRS. These colleagues (GroupB) are not using OTRS right now, because they are from a different organisational unit. Most important, there is no need for GroupB to read everything that concerns GroupA and vice versa. Most of this can be achieved through preferred queues, except for what is sent out to agents via SendmailBcc. Therefore, we are planning to extend OTRS so that SendmailBcc can be configurable for each queue.

Before we are doing any work that's already been done before :-) , has this maybe been already implemented by anyone? If not, is there any technical aspect that speaks against this solution?

Just an idea without any prove of implementation. You said you can achieve a lot with the use of specific queues. Perhaps you can add the current queue name a ticket is assigned to when an answer was composed to that answer. So the answer could still be copied to one bcc-address and the receiving mail-server could filter this mail to a queue-specific mailbox, only watched by1 of your 2 groups.

Upon a first glance, I'd try to implement this within System/Email.pm. At that point, is it possible to get the ticket object for which an email is being sent?

Could do you mean with this question?

Regards,

Wolf

Bye, Alex