Jack Doyle schrieb:
I have two questions.
1) We have only a few queues set up. Basically, one is called L1 and another L2 with sub-queues under L2. We have level 1 helpdesk personnel set up so that they can only create issues in the L1 queue. They can move them into L2 queues, but that's it. However, when a "customer" (employee) signs on to the customer interface, they can create issues into any queue. How can I limit them to that L1 queue only as well?
Add a new group called 'internal' or the like, and assign it to your L2 queue and its' sub-queues. Do not add customer users to this group, but all of your agents (with 'rw' rights).
2) the internal email address we use for otrs is otrs@info-sys.lewisgaleclinic.com. We also have a couple of others that filter into specific queues, but my question is this... Is there a way that I can make otrs' outgoing emails to be from helpdesk@lewisgaleclinic.com yet the reply-to address be the otrs@info-sys.lewisgaleclinic.com? This would be to satisfy whitelist requirements that we have in place.
What is the benefit of using an internal email address as the Reply-To header? If you do not want your OTRS to act outside your organization, get your employees to use otrs@info-sys.lewisgaleclinic.com or reqrite the headers of incoming emails to that very address. With kind regards, Robert Kehl