Re: [otrs] Forwarding Email Generated Tickets to Technical Staff

Writing a generic agent is something that I considered. But yes, it is harder than it sounds unless I'm missing the documentation entirely on creating such an agent. Doesn't this require some scripting in, say, Perl or PHP? Eric Bynum

Date: Tue, 19 Aug 2008 11:41:18 -0400 From: beckman@angryox.com To: otrs@otrs.org Subject: Re: [otrs] Forwarding Email Generated Tickets to Technical Staff

On Tue, 19 Aug 2008, Eric Bynum wrote:

...

Hello

In January and February of '07, the following thread appeared.

======================== No idea if this will work but I saw an option to turn off html to txt in the postmaster settings maybe that will do the trick for you.

-----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Janet Post Sent: Tuesday, January 30, 2007 12:30 PM To: User questions and discussions about OTRS.org Subject: [otrs] Forwarding Email Generated Tickets to Technical staff. Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem? ========================

I have looked and looked in the OTRS Admin page to find how to do this, but can't figure it out. Can someone help me? I just want to have OTRS take the email sent to our support address, generate a ticket number to tack onto the subject, and then forward the email to our support staff via email. Any help would be greatly appreciated.

Just write a generic agent that looks at new tickets created in a queue, then forwards them to your agents.

It's probably harder than I make it sound, but it is doable.

Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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