Hi Brice, On Tue, Jan 27, 2004 at 10:56:42AM +0100, Brice Levy wrote:
I am installing and configuring OTRS for our company and have a couple questions.
1. Is it possible to create a ticket from a mail that was forwarded from a regular e-mail client ? ie : a customer sends mail about a problem to an address which is not poped by otrs, but with a regular email client, say outlook. I would like to create a new ticket in OTRS by forwarding this mail to the otrs system. The trouble is, the newly created ticket has the agent's address as customerID, and I could not find anything relevant in the header which i could filter with procmail to set the original sender (the customer) adress as the owner of the ticket.
That's a problem. Because it's really tricky to get the original sender of an forwarded email. If you want to do more matching, filtering, ... to do this, you also could write your own PostMaster filter... Advantage: you can use the OTRS libs to check some stuff (e. g. customer ...). PS: The most unix email clients are able to "bounce" emails (header, From, To, ... will not be changed).
2. Has anyone tried some kind of interfacing with bugzilla ? The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page. Maybe the print view could be used to fill the form or show the info ?
You could create html links with ticket data in the dtl files.
Thanks, Brice
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!