Your best bet (if I understand what you want) is to have the helpdesk forward emails to the IT mailbox BUT retain the original email in the helpdesk mailbox. Then you can check the helpdesk mailbox as you always have but configure OTRS to check the IT mailbox for its records. Terry Dobbs wrote:
Hi Matt,
I was typing the message on a blackberry so I didn't elaborate enough.
Currently my boss does not want OTRS to send notifications/replies to any customers than send an email to the address configured in OTRS (lets call it IT). We are running exchange and to get around this we just forwarded all mail to our helpdesk do this "IT" mailbox. What this did for us was allow us to track tickets, however the customer for every ticket is helpdesk as it is getting forwarded from helpdesk.
What I want to do is setup OTRS with the helpdesk account and disable all notifications. This would work great as we could track by customer, etc, but we don't want the emails getting removed from the helpdesk technicians mailbox.
Do you follow what I am saying?
Thanks