Hi,

We're running otrs 2.3.3. We also have other systems and web applications that generate emails to customers.

I would like to be able to CC: these emails to one of our inboxes that is read by PostMasterMailbox.pl, and have it automatically assigned to the right customer in OTRS.

The challenge is that the only customer info in the emails is the customer email itself, which is in the TO field, not the FROM field.

If the email is also the Customer's login, then setting X-OTRS-CustomerUser to the customer's email works, but this is usually not the case for us.

What I really want is a header like "X-OTRS-CustomerEmail", causing the ticket to be assigned to the customer whose email address is in that field -- without having to know the customer ID or login.

Is this possible? There are lots of things that come close, but the only way I can currently see to do it would be a custom Postmaster Filter that searched the DB by Email to fetch the actual customerID and set the X-OTRS-CustomerID header... seems like overkill...

Thanks in advance,

MikeM

Mike Morris

The Music Place

1617 Willowhurst Avenue

San Jose, CA 95125

(408) 445-ARTS (2787)

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