Always BCC an address when replying to a customer
We have set up a gmail account for storing ticket emails sent from users, it is a really great way to search old tickets. But I'd like to also send our responses (automatically) to this gmail account, how can I set it up so that this address is ALWAYS BCCed in our reponses to customers? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com
Wes: One way (among many) is to set up procmail for the user account which accepts all your tickets (the pop3/imap account) and use this rule: ============== :0: * ^Subject:.* { :0hf | formail -A "BCC: yourbccemail@gmail.com" :0: /var/mail/youremailuser } ============== You may need to tweak it for your individual circumstances, but it will add the BCC header to the email just prior to delivery on the SMTP server, and when OTRS grabs the POP queue it should retain the BCC header. For phone tickets you can edit AgentTicketPhone.pm thus: ================= PATCH AgentTicketPhone.pm =========== 887 Cc => $Self->{ConfigObject}->Get('GlobalCCUser') || '', 899 Cc => $Self->{ConfigObject}->Get('GlobalCCUser') || '', ======================================================= Then add to Config.pm: $Self->{GlobalCCUser} = 'youremail@gmail.com'; ------------------------------------------------------------- Matt Linton "So, you think there's no money UNIX/Linux SysAdmin to be made as a philosophy major? ASANI Solutions, LLC Think again! You're still right." Wes Plate wrote:
We have set up a gmail account for storing ticket emails sent from users, it is a really great way to search old tickets. But I'd like to also send our responses (automatically) to this gmail account, how can I set it up so that this address is ALWAYS BCCed in our reponses to customers?
On 7/3/06 4:06 PM, "Matt Linton" wrote:
Wes: One way (among many) is to set up procmail for the user account which accepts all your tickets (the pop3/imap account) and use this rule:
Thanks, this isn't going to happen. There isn't anything in the OTRS config? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com
I modified the AgentCompose.dtl file and hard-coded the BCC value I wanted. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com
Hello, On Mo, Jul 03, 2006 at 03:34:59 -0700, Wes Plate wrote:
We have set up a gmail account for storing ticket emails sent from users, it is a really great way to search old tickets. But I'd like to also send our responses (automatically) to this gmail account, how can I set it up so that this address is ALWAYS BCCed in our reponses to customers?
OTRS can be configured to set a Bcc header for every outgoing ticket by setting 'SendmailBcc' via Sysconfig -> Framework -> Core::Sendmail or by adding the following to ~otrs/Kernel/Config.pm: $Self->{'SendmailBcc'} = ''; best regards Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!
On 7/6/06 2:05 AM, "Henning Oschwald" wrote:
OTRS can be configured to set a Bcc header for every outgoing ticket by setting 'SendmailBcc' via Sysconfig -> Framework -> Core::Sendmail or by adding the following to ~otrs/Kernel/Config.pm: $Self->{'SendmailBcc'} = '';
PERFECT! Thank you. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com
Hi, It's possible to do bulk actions on previously searched tickets? I can't find this functionality. Thank you. Regards, Jan
participants (4)
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Henning Oschwald -
Jan Stanik -
Matt Linton -
Wes Plate