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

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Re: [otrs] Ideas for forwarding...

jverhoeff＠beckhoff.nl

19 Mar 2012 19 Mar '12

9:42 a.m.

Hi, We have the same situation, customers who are mailing to technicians directly. 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. 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 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. 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. 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. 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. 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. But we use gmail now and it doesn't support bounces. 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. 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). -- Mary Hunter Director of Information Technology John F. Kennedy University Phone: 925-969-3466 tel:925-969-3466 Fax: 925-969-3474 tel:925-969-3474 For IT assistance, please contact our Helpdesk at 925-969-3464 tel:925-969-3464 or helpdesk@jfku.edu mailto:helpdesk@jfku.edu .

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Jan.Dreyer＠bertelsmann.de

19 Mar 19 Mar

10:56 a.m.

New subject: Ideas for forwarding from technician's email to OTRS

This may be an option, if the agent has access to that account, but you will run into problems with filters in OTRS, if they refer to the To address. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von jverhoeff@beckhoff.nl Gesendet: Montag, 19. März 2012 10:42 An: otrs@otrs.org Betreff: Re: [otrs] Ideas for forwarding from technician's email to OTRS Hi, We have the same situation, customers who are mailing to technicians directly. 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. 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 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. 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. 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. 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. 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. But we use gmail now and it doesn't support bounces. 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. 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). -- Mary Hunter Director of Information Technology John F. Kennedy University Phone: 925-969-3466 Fax: 925-969-3474 For IT assistance, please contact our Helpdesk at 925-969-3464 or helpdesk@jfku.edu.

Mary Hunter

6:09 p.m.

New subject: Ideas for forwarding from technician's email to OTRS

That's brilliant. 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,****

** **

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

** **

We simply move the mail to the support mailbox (this is possible withoutlook if you have both your own and the support mailbox, just drag and drop)****

It is than automaticly picked up by OTRS and processed.****

** **

** **

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****

** **

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.****

** **

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.****

** **

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.****

** **

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.****

** **

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.****

** **

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

** **

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.* ***

** **

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).

Juan Manuel Clavero Almirón

20 Mar 20 Mar

7 a.m.

New subject: Ideas for forwarding from technician's email to OTRS

I think you can work with gmail using outlook and thunderbird through IMAP/IMAPS this way, you could move mails as Jurjen suggested 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 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 That's brilliant. 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, mailto:jverhoeff@beckhoff.nl> wrote: Hi, We have the same situation, customers who are mailing to technicians directly. 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. Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff Beckhoff.nl / IAL ________________________________ From: Mary Hunter [mailto:mhunter@jfku.edumailto: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 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. 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. 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. 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. 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. But we use gmail now and it doesn't support bounces. 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. 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).

Hugh Kelley

8:45 p.m.

New subject: Ideas for forwarding from technician's email to OTRS

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****

** **

*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*

** **

*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* ***

** **

That's brilliant.****

** **

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,****

****

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

****

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.****

****

****

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****

****

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.****

****

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.****

****

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.****

****

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.****

****

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.****

****

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

****

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.* ***

****

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).****

--------------------------------------------------------------------- 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

michaelt＠firstus.org

9:28 p.m.

New subject: Ideas for forwarding from technician's email to OTRS

Hugh, I like your thought process here. 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? [cid:image001.png@01CD06A5.A56591C0] 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 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 mailto:juanm.clavero@ibsalut.es> I think you can work with gmail using outlook and thunderbird through IMAP/IMAPS this way, you could move mails as Jurjen suggested 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. +34 971.42.65.30tel:%2B34%20971.42.65.30 De: Mary Hunter [mailto:mhunter@jfku.edumailto: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 That's brilliant. 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, mailto:jverhoeff@beckhoff.nl> wrote: Hi, We have the same situation, customers who are mailing to technicians directly. 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. Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff Beckhoff.nl / IAL ________________________________ From: Mary Hunter [mailto:mhunter@jfku.edumailto: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 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. 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. 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. 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. 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. But we use gmail now and it doesn't support bounces. 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. 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). --------------------------------------------------------------------- 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 DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

Hugh Kelley

21 Mar 21 Mar

11:24 a.m.

New subject: Ideas for forwarding from technician's email to OTRS

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.****

** **

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?****

** **

****

** **

*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 ****

** **

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****

****

*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*****

****

*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* ***

****

That's brilliant.****

****

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,****

****

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

****

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.****

****

****

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****

****

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.****

****

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.****

****

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.****

****

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.****

****

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.****

****

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

****

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.* ***

****

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).****

--------------------------------------------------------------------- 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****

** **

DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

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michaelt＠firstus.org

4:51 p.m.

New subject: Ideas for forwarding from technician's email to OTRS

It looks like your email became garbled. Are you able to provide a screenshot? ----- Michael Thompson OTRS 3.0.8 (Windows Server/Apache/MySQL) Sacramento, CA 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 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, mailto:michaelt@firstus.org> wrote: Hugh, I like your thought process here. 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? [cid:image001.png@01CD0748.2A9770A0] From: Hugh Kelley [mailto:hugh.kelley@gmail.commailto: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 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 mailto:juanm.clavero@ibsalut.es> I think you can work with gmail using outlook and thunderbird through IMAP/IMAPS this way, you could move mails as Jurjen suggested 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. +34 971.42.65.30tel:%2B34%20971.42.65.30 De: Mary Hunter [mailto:mhunter@jfku.edumailto: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 That's brilliant. 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, mailto:jverhoeff@beckhoff.nl> wrote: Hi, We have the same situation, customers who are mailing to technicians directly. 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. Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff Beckhoff.nl / IAL ________________________________ From: Mary Hunter [mailto:mhunter@jfku.edumailto: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 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. 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. 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. 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. 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. But we use gmail now and it doesn't support bounces. 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. 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). --------------------------------------------------------------------- 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 DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation. --------------------------------------------------------------------- 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 DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

Hugh Kelley

6:06 p.m.

New subject: 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?****

** **

** **

-----****

Michael Thompson****

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

Sacramento, CA****

** **

** **

** **

*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 ****

** **

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.****

****

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?****

****

****

****

*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 ****

****

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****

****

*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*****

****

*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* ***

****

That's brilliant.****

****

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,****

****

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

****

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.****

****

****

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****

****

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.****

****

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.****

****

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.****

****

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.****

****

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.****

****

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

****

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.* ***

****

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).****

--------------------------------------------------------------------- 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****

****

** **

DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.****

****

--------------------------------------------------------------------- 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****

** **

DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

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Mary Hunter

22 Mar 22 Mar

7:46 a.m.

New subject: Ideas for forwarding from technician's email to OTRS

Thank you so much for the brilliant ideas! I tried using the PostMaster Filters to set the X-CustomerUser, but that was only working if the user had already created an account. That isn't the case for most of our users, and it was just defaulting to the From address if the user didn't have an account. The PostMaster Filters screen wouldn't let me set the From address, so I had to find a different way. I did find a way to create a filter and set the From in SysConfig -> Ticket -> Core:PostMaster In the "PostMaster::PreFilterModule###2-Match" section I wasn't using this filter in its default purpose, so I modified it to suit my needs and enabled it. Here are the changes (screenshot below) StopAfterMatch to 1 Match => To servicedesk-fwd@mydomain.com

...

From .+@mydomain.com Body From\:\s.*<([a-zA-Z0-9\._%+-]+@[a-zA-Z0-9\.-]+\.[a-zA-Z]{2,4})\>

Set => X-OTRS-Queue Raw-fwds

...

From [***]

[image: Inline image 1] This requires setting up a second PostMaster Mail Account ( servicedesk@mydomain.com being the main one, servicedesk-fwd@mydomain.comonly receives forwards that are then parsed) It also requires setting up a separate Raw queue, Raw-fwds. This is so that these can receive a special auto-reply that tells the user that we've forwarded their request to the helpdesk, and that they can get faster service in the future by contacting the helpdesk directly, and provides those instructions. This works for Gmail's formatting of the message headers in the body for the forwarded mail. YMMV in other email clients. It limits the use of this filter to senders in our domain. - Mary

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Hugh Kelley
Jan.Dreyer＠bertelsmann.de
Juan Manuel Clavero Almirón
jverhoeff＠beckhoff.nl
Mary Hunter
michaelt＠firstus.org