Hi,
We have the same
situation, customers who are mailing to technicians directly.
We simply move
the mail to the support mailbox (this
is possible with outlook if you have both
your own and the support
mailbox, just drag and drop)
It is than automaticly
picked up by OTRS and processed.
Met vriendelijke groet / Gruß / Best Regards,
Jurjen Verhoeff
Beckhoff.nl / IAL
From: Mary
Hunter [mailto:mhunter@jfku.edu]
Sent: zondag 18 maart 2012 2:39
To: OTRS Email List
Subject: [otrs] Ideas for
forwarding from technician's email to OTRS
Hi,
It is sometimes difficult for us to convince some users to email our helpdesk
email instead of emailing particular technicians. This is rough on our techs and our users - if a technician is out or
busy, the user doesn't get the speedy service they would get if they had used
our helpdesk, and it means our techs have to either log the ticket manually
from their email and/or explain that they just have to email a different email
address.
Also, if a person is high enough on the org chart, you just don't tell
them you're not going to help them because they contacted you through the wrong
channel.
Even if it's a user that we can't get to go through the helpdesk for
whatever reason, we want to log these calls properly, and get them into our
ticket system so they can be tracked and ensure proper followup and quality
control.
I'm wondering if anyone has found an easy way for technicians to log
tickets from their email into OTRS -- easier than logging a ticket by filling
in each field manually.
Back when we used another email system, I would sometimes just 'bounce'
them -- then the proper headers would be preserved and the message would appear
to come from the user, and they would get their account set up properly, get
all the correct auto-replies, etc.
But we use gmail now and it doesn't support bounces.
Just forwarding the message wouldn't preserve the proper headers -- it
would appear to be coming from the technician and then log it as if the
technician logged the ticket, with all the communication that should be going
to the end user being directed to the tech instead. That's no good.
I'm wondering if anyone has created a way to tackle this. Perhaps
creating a way to get OTRS to take the format of a forwarded message and
somehow extract the From, Subject, and Body appropriately and log the ticket
that way (not via the main helpdesk email, but perhaps a secondary one that IT
would use only for this purpose.... wouldn't want to extract the fields on a
regular message to the helpdesk that included a forwarded message).
--
Mary Hunter
Director of Information Technology
John F. Kennedy University
Phone: 925-969-3466
Fax: 925-969-3474
For IT assistance, please contact
our Helpdesk at 925-969-3464
or helpdesk@jfku.edu.