Quoting Michiel Beijen (michiel.beijen@otrs.com):
So you would like to add a custom header to all outgoing email? This is not easily possible, the email mechanism has to be patched to take extra parameters. Can I ask why you would need this functionality? What's the use?
Reason behind is that I would like to introduce OTRS into an already existing and running (and rather crude) tracking system, hoping, over time, to improve said system. Part of the existing system is a mechanism to copy all conversation with a customer and concerning a customer into a customer-specific mailbox. This way, when dealing with that customer again, you know exactly where to find old conversations. With the customer number part of for example one of the mail headers, I could ensure the existing tools continue working as expected even though we are right now starting to additionally use OTRS (hoping to gradually replace the old system). Though, now that I think of it again, it should be possible to have the mail distributing program query the otrs database for the customer number associated with the ticket referred to in the mail. I'll have a look at that. Susan