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

Thanks Gergely, That worked out fine, just had to find out how to work out "X-OTRS-ArticleType" and "X-OTRS-SenderType" :) Thanks and Best Regards, Muhammad El-Sergani. On Thu, Apr 14, 2011 at 8:47 PM, Gergely Polonkai wrote:

One possible solution comes into my mind, but it requires much work on several sides.

1. Agent Mike must send his mail directly through your company's mail server, while authenticating himself in a secure way (if that can be said in the case of SMTP). 2. The mail server, seeing this, should set an e-mail header, like X-OTRS-ThisMailIsActuallyFromAnAgent. 3. An OTRS PostMaster Filter script should set the article type to Agent-mail-external (or whatever)

Again, this requires a lot of effort, and maybe your environment can or can not do this at all. I wish you luck :)

Best, Gergely

On 2011.04.14., at 15:14, Muhammad El-Sergani wrote:

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Good point Gerald, dunno how that skipped my mind.

On Thursday, April 14, 2011, Gerald Young wrote:

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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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Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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