A standard function of emailing is the redirect function.
In Outlook this is called “Send again”.
In OTRS this function is called “Bounce”
I don’t like both terminologies tbh. but this is another discussion :-)
If you use this function, then the Email to OTRS is still send “From” the original customer.
But, both methods don’t solve your request - root@localhost will still be set as the owner.
I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers.
This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.
However, this would require a bit of development. If you wan to get this supported I recommend to contact
enjoy@otrs.com.
Or you can create a new entry on
http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)
On 18.10.2010, at 18:05, Gerald Young wrote:
If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body.
The postmaster filter gets it then the ticket gets created and assigned to the customer.
Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close...
On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley
<hugh.kelley@gmail.com> wrote:
I agree about that goal.
However, at least in my organization, there are a few users who
hesitate to use the support system at all - they just email agents
directly. Then, as you well know, it is impossible for anyone else in
the team to participate in the support.
I thought this might be a way to encourage those users to do (from my
perspective) the right thing.
Hugh
Cheers, Nils
—
Nils Leideck
Senior Consultant