Re: [otrs] Customer mail is the agent's

Good point Gerald, dunno how that skipped my mind. On Thursday, April 14, 2011, Gerald Young wrote:

As well, that's considered inherently insecure, because scriptkiddie@spammrs.r.us can also spoof "from" as "From: mike@example.com"

On Thu, Apr 14, 2011 at 4:46 AM, Nils Leideck wrote:

On 14.04.2011, at 10:44, Muhammad El-Sergani wrote:

...

I have a scenario here, and would like to know if there's anyway around it, and it goes like this:

      • Company name == example.com       • Agents are == Mike, John and Jack       • Customer company == not-example.com       • A customer employee files a trouble ticket, using his email account == whoever@not-example.com       • Agent Mike responds from OTRS, using the system's email address == support@example.com, and leaves the office       • Customer employee responds back, requesting further info or an ETA, or whatever...       • Agent Mike responds back from his cell phone or whatsoever, using his own mail account mike@example.com       • OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT #       • BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."??

No, not yet.

-- Nils Leideck http://webint.cryptonode.de / a Fractal project

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