Email to ticket, but NOT from customer, from queue address
I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply. Make sense? This must be possible to do, right? How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com
On Sunday, June 27, 2004 12:14 AM
Wes Plate
I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply.
This is by design.
Make sense?
Imho it does.
This must be possible to do, right?
Sounds like a requirement - no, sorry, it isn't.
How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message?
OTRS is designed to work as a web application. We do not recommend building a scenario to work on tickets outside the app itself, due to security considerations. Don't get me wrong - it is possible, as nothing is impossible, at least in Perl ;-) Contact sales@otrs.de if you really, really need it. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
On 6/26/04 3:14 PM, "Wes Plate" wrote:
I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply.
Make sense?
This must be possible to do, right? How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message?
It is apparently possible, as this code was suggested to me...
$Self->{'PostMaster::PreFilterModule'}->{'FilterName'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => 'some@example.com', To => 'otrs@example.com', }, Set => { 'X-OTRS-SenderType' => 'agent', 'X-OTRS-ArticleType' => 'email-external', }, };
I just don't know where to put it. Do I insert it into Config.pm? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com
On Sunday, July 04, 2004 4:19 PM
Wes Plate
$Self->{'PostMaster::PreFilterModule'}->{'FilterName'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => 'some@example.com', To => 'otrs@example.com', }, Set => { 'X-OTRS-SenderType' => 'agent', 'X-OTRS-ArticleType' => 'email-external', }, };
I just don't know where to put it. Do I insert it into Config.pm?
Yes. It's a PostMaster Filter. See this for help: http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (2)
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Robert Kehl -
Wes Plate