On 6/26/04 3:14 PM, "Wes Plate" wrote:
I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply.
Make sense?
This must be possible to do, right? How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message?
It is apparently possible, as this code was suggested to me...
$Self->{'PostMaster::PreFilterModule'}->{'FilterName'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => 'some@example.com', To => 'otrs@example.com', }, Set => { 'X-OTRS-SenderType' => 'agent', 'X-OTRS-ArticleType' => 'email-external', }, };
I just don't know where to put it. Do I insert it into Config.pm? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com