Re: [otrs] Auto Response from API created ticket

Easy enough to fix this, using email instead of API and probably can be handled from the webform, appease everyone, and not a lot of extra work. Set a header, like "X-OTRS-CustomerUser" to be the customer's email. It will definitely still come From: webmaster. Nothing here is being spoofed. While you're at it, set X-OTRS-Queue and any other OTRS attributes you might want/need from the webform. Then, trust the email fetch box and these fields will be obeyed. On Fri, Sep 7, 2012 at 4:03 AM, French, Alastair < Alastair.French@aeroflex.com> wrote:

I would love to be able to resubmit the email but the powers that be are very strict on spoofing headers, hence the reason the email is sent from the “webmaster” account in the first place. I am not allowed to spoof the header as being from the customer. Inserting directly into the queue avoids the need to go via the mail server again and gets around this issue.****

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I will look at the other options you mention and see if any of those work any better.****

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I would still like to know why the auto reply is not being triggered in this instance though.****

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Thanks****

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Alastair French IT Analyst Aeroflex International Ltd *A Passion for Performance*****

Tel: +44 (0) 1438 772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com ****

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*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Steven Carr *Sent:* 06 September 2012 17:19

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Auto Response from API created ticket****

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Instead of using the API could you not just resubmit the email to the mail server once the headers have been corrected? or submit via the PostMaster scripts (can't remember the exact syntax now), and I think you can also drop them into one of the spool directories and then run one of the scripts in the bin directory to process any files in the spool directory.

Steve

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On 6 September 2012 16:45, French, Alastair wrote:****

Yes the queue is set to have an auto response of “auto reply”. This works if an email is sent to the mailbox monitored by the queue but not if we use the API to create the ticket.****

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The reason we have two methods is a website hosted by anther division of the company will only send tickets to us by email with the sender set as the webmaster. We have this going to a separate mail box and have an external script that picks up the mail, works out who it should have been sent from and creates a ticket via the API as if it had come in via email with the headers set correctly.****

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Alastair French IT Analyst Aeroflex International Ltd *A Passion for Performance*****

Tel: +44 (0) 1438 772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com ****

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*Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage*****

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