Re: [otrs] Ideas for forwarding from technician's email to OTRS

That was the export from the DB (for easier cut+paste). Screenshot is below, but the regex won't fully display. The regex I use is this (important part in red): [#\s]{1,3}customer[\:\s]{0,6}*(**[a-zA-Z0-9\._%+-]+)* @[a-zA-Z0-9\.-]+\.[a-zA-Z]{2,4} On Wed, Mar 21, 2012 at 12:51 PM, wrote:

It looks like your email became garbled. Are you able to provide a screenshot?****

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Michael Thompson****

OTRS 3.0.8* (Windows Server/Apache/MySQL)*

Sacramento, CA****

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*From:* Hugh Kelley [mailto:hugh.kelley@gmail.com] *Sent:* Wednesday, March 21, 2012 4:25 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Ideas for forwarding from technician's email to OTRS ****

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The configuration looks like this.

f_name f_stop f_type f_key f_value Assign Customer - #customer tag 0 Match Body [#\s]{1,3}customer[\:\s]{0,6}([a-zA-Z0-9\._%+-]+)@[a-zA-Z0-9\.-]+\.[a-zA-Z]{2,4} Assign Customer - #customer tag 0 Set X-OTRS-CustomerUser [***] ****

Hugh

On Tue, Mar 20, 2012 at 5:28 PM, wrote:****

Hugh, I like your thought process here.****

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How do you set the matched value? I have the Header 1 as X-OTRS-CustomerUser, but what do you populate the Value 1 field with?****

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*From:* Hugh Kelley [mailto:hugh.kelley@gmail.com] *Sent:* Tuesday, March 20, 2012 1:45 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Ideas for forwarding from technician's email to OTRS ****

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We just forward the messages to the "helpdesk" mailbox and add a tag in the body like this:

#customer: thecustomeremailaddress@goeshere

Then a postmaster filter looks for "#customer:" in the message and reassigns it to him/her.

Hugh****

2012/3/20 Juan Manuel Clavero Almirón ****

I think you can work with gmail using outlook and thunderbird through IMAP/IMAPS****

this way, you could move mails as Jurjen suggested****

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*Juan Clavero Almirón*****

*Gestiò d’Identitats, Firma i Custòdia*****

*Oficina de Tecnologies, Informació i Comunicacions (OTIC)*****

*Servei de Salut de les Illes Balears*****

* *****

*C/ de les Escoles, s/n - **07181 Bendinat - Mallorca*****

*Telf. +34 971.42.65.30*****

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*De:* Mary Hunter [mailto:mhunter@jfku.edu] *Enviado el:* lunes, 19 de marzo de 2012 19:09 *Para:* User questions and discussions about OTRS. *Asunto:* Re: [otrs] Ideas for forwarding from technician's email to OTRS* ***

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That's brilliant.****

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But it doesn't look like Gmail allows us to do that in its web interface -- delegated accounts seem to be viewed completely separately via the "Switch Accounts" and it doesn't look like there's a way to move messages from one to another. =(****

On Mon, Mar 19, 2012 at 2:42 AM, wrote:****

Hi,****

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We have the same situation, customers who are mailing to technicians directly.****

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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.****

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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****

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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.****

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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.****

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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.****

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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.****

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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.****

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But we use gmail now and it doesn't support bounces.****

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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.* ***

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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).****

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