Sending email from OTRS with elevated priority
I'm looking for a way to send the notices, etc on agent responses to users, with a HIGH email priority. I'm not referring to the TICKET priority. We have users that never respond and after checking, I am finding that they are just deleting them. We also send out confirmation responses to new tickets. Those can be normal priority, but any follow up questions/responses from agents would ideally be high priority. Did not see anything in the admin gui to configure this, though I'm happy as a clam tweaking the system from the CLI or editing code. Thanks, -Jeff -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) http://district.standard.k12.ca.us District Users: Click here to report technology issues
I don’t think there’s a standard method to do this – SMTP doesn’t really have the concept of message priority, so the user agents do it in different (and incompatible) ways. Your best option would be to see if you can get a look at a raw message with all the headers and see what your most common user agent (probably Outlook?) is inserting to set priority (probably an X-Outlook: header or something like that). I also don’t think it’s really going to help; if the user doesn’t care enough such that they’re just deleting the messages, then changing the priority won’t change that fact. I suspect the only thing that will is personal visitation. 8-) From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jefferson Davis Sent: Thursday, October 16, 2014 3:07 PM To: User questions and discussions about OTRS.org Subject: [otrs] Sending email from OTRS with elevated priority I'm looking for a way to send the notices, etc on agent responses to users, with a HIGH email priority. I'm not referring to the TICKET priority. We have users that never respond and after checking, I am finding that they are just deleting them.
There's no current way to include ad hoc Header information.
Kernel/System/Email.pm:
# build header
my %Header;
for (qw(From To Cc Subject Charset Reply-To)) {
next if !$Param{$_};
$Header{$_} = $Param{$_};
}
If I were going to interfere with this, I'd probably figure a way to pass a
flag in something that calls Email.pm and parse it.
So, it'd be changing (something) in the calling module to include:
X-Priority => "1 (Highest)",
X-MSMail-Priority => "High",
Importance => "High",
and add those keys in the qw.
I'm not saying that will work, but it seems to be the fastest way to
achieve the goal if it does.
On Thu, Oct 16, 2014 at 3:19 PM, David Boyes
I don’t think there’s a standard method to do this – SMTP doesn’t really have the concept of message priority, so the user agents do it in different (and incompatible) ways. Your best option would be to see if you can get a look at a raw message with all the headers and see what your most common user agent (probably Outlook?) is inserting to set priority (probably an X-Outlook: header or something like that).
I also don’t think it’s really going to help; if the user doesn’t care enough such that they’re just deleting the messages, then changing the priority won’t change that fact. I suspect the only thing that will is personal visitation. 8-)
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Jefferson Davis *Sent:* Thursday, October 16, 2014 3:07 PM *To:* User questions and discussions about OTRS.org *Subject:* [otrs] Sending email from OTRS with elevated priority
I'm looking for a way to send the notices, etc on agent responses to users, with a HIGH email priority. I'm not referring to the TICKET priority.
We have users that never respond and after checking, I am finding that they are just deleting them.
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participants (3)
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David Boyes -
Gerald Young -
Jefferson Davis