Do you have some database that would map arbitrary user A to the customer entity in OTRS? If the domain is the same for all users and you have no information about the relationship between incoming message from user A and customer ID B, I don't see how OTRS could do this -- it has to be able to determine the relationship somehow, and if user B is the actual customer, then they should be the one formally responsible in the database. One thought: if your authentication source is something like Active Directory, and you have the relationships (user A is admin for user B) in AD, you could probably query AD and substitute the source of the message as if it came from user B, and add user A as a CC. Or you could set up something external to OTRS that user B could say "these are my designated proxies who can submit issues on my behalf" and check that during postmaster processing.
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress
Hey all,
i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e- mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager.
Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc.
I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one.
Filter condition Headline 1 : CC << value >> (sample) Headline 2 : From <<value>> myadress@mydomain.de
Set E-Mail Header Headline 1 : X-OTRS-CustomerUser <<value>> [***]