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 <nils.leideck@leidex.net> 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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