Den 03/11/2008 kl. 12.43 skrev Johannes Gilger:
System A sends all it mails to our OTRS and includes the intended receiver (the user) in the email (like an extra header field). OTRS then creates a ticket from that mail and forwards/bounces/composes a mail to the intended recipient (taking the address from the header field) with the ticket-nr in the subject. So then, if the user replies, we already have an open ticket (with the original message body) which the reply is associated with.
I haven't tried it myself, but it ought to work if System A sets the "Reply-To" field in the header to the intended user. Hopefully OTRS will respect that. From: System A Reply-To: intended.user@yourplace.com
One important aspect is that the mail OTRS should send to the user doesn't show up as a reply of some kind, since for the user it is the initial message he/she receives from our system.
That's just crafting the right auto response. It could be something like "New ticket opened for you, your reference is #####". -- Lars