Generate ticket and forward/bounce to address included in original mail
Hi there, we're slowly getting the hang of OTRS and so far are quite happy with it. I've been looking for a solution to use OTRS as the intermediate system for another system. Let me describe the situation: System A sends mails to our users (foo.bar@rwth-aachen.de) with a certain content. Often the users respond to these messages. The problem is that System A does not know about Ticket-Numbers or anything like that. What I want to do is something like this: 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. 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. Hope I explained it well enough and this is not something I've missing while going through the documentation and while googling ;) Regards, Johannes Gilger
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
Hi, Johannes,
From your description of the process I could understand your goal as follows:
1. You send some information to your users via System A. I assume the
information is different for different users.
2. Some users respond to the message sent to them.
3. You would like OTRS to open a ticket for such a response to help your
staff manage such requests better.
4. You would like to have an original message that triggered the user's
response attached to the ticket as well.
AFAIK, the standard OTRS postmaster script looks for the ticket identifier
in Subject: only. If it sees something like [Ticket#2008103100032] in the
subject, it tries to link the incoming email to the existing ticket. If the
ticket is closed - it's re-opened. Ticket# prefix can be customized. See
doc.otrs.org
You need to configure System A to send it's information to OTRS email
address *from *customer email address. Yes, I mean source address spoofing.
If System A can't do that, any decent open-sourced MTA can be configured for
such address rewrite.
You need to configure auto-response to forward the entire incoming message.
The ticket ID will be added to subject.
You need to configure a GenericAgent to close and unlock such tickets and
move them into another queue.
As soon as customer replies, the reply message is attached to the ticket and
the ticket is re-opened and your agents will see it as new.
Let me know if it worked for you.
Regards,
Anton.
2008/11/3 Johannes Gilger
Hi there,
we're slowly getting the hang of OTRS and so far are quite happy with it. I've been looking for a solution to use OTRS as the intermediate system for another system. Let me describe the situation:
System A sends mails to our users (foo.bar@rwth-aachen.de) with a certain content. Often the users respond to these messages. The problem is that System A does not know about Ticket-Numbers or anything like that. What I want to do is something like this:
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.
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.
Hope I explained it well enough and this is not something I've missing while going through the documentation and while googling ;)
Regards, Johannes Gilger _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
participants (3)
-
Anton Gubar'kov -
Johannes Gilger -
Lars Jørgensen