You are perfectly right, but our company uses gmail anche it lack this feature (for security reason I think). Yes, I could access gmail via imap with an email reader that supports bouce, but not very happy of this solution. At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we configured OTRS to poll a special IMAP folder named "otrs" in every mailbox. In gmail a label is an IMAP folder. So when I receive a mail that I need to bounce to OTRS, simply I label it OTRS, and it works. But if the mail is in the middle of a conversation, gmail label "OTRS" all the messages in the conversation and not only the selected one. This is a big problem: every message in the conversation will become a ticket. So this solution (using an OTRS label) is not perfect. ...still interested in a OTRS way to rewrite the From: in forwarded email thanks On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt < ralf.hildebrandt@charite.de> wrote:

I simply use the "bounce" option in my email program. That way, the headers stay the same and OTRS acts as if the user sent the mail directly to OTRS!

-- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 --------------------------------------------------------------------- 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

Good idea! ... can you please share your config / filter ? I hope that when filtering, OTRS can remove the statement "##customer:email@add.ress" If it remain, a maliciuos reader arguing the logic could use it to open fake tickets thanks Francesco On Thu, Jan 10, 2013 at 3:00 PM, Gerald Young wrote:

one thing I did was to forward with a ##customer:email@add.ress and PostMasterFilter on that.

On Thu, Jan 10, 2013 at 8:45 AM, Francesco Pasqualini wrote:

...

You are perfectly right, but our company uses gmail anche it lack this feature (for security reason I think).

Yes, I could access gmail via imap with an email reader that supports bouce, but not very happy of this solution.

At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we configured OTRS to poll a special IMAP folder named "otrs" in every mailbox. In gmail a label is an IMAP folder. So when I receive a mail that I need to bounce to OTRS, simply I label it OTRS, and it works.

But if the mail is in the middle of a conversation, gmail label "OTRS" all the messages in the conversation and not only the selected one. This is a big problem: every message in the conversation will become a ticket. So this solution (using an OTRS label) is not perfect.

...still interested in a OTRS way to rewrite the From: in forwarded email

thanks

On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt < ralf.hildebrandt@charite.de> wrote:

...

I simply use the "bounce" option in my email program. That way, the headers stay the same and OTRS acts as if the user sent the mail directly to OTRS!

-- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 --------------------------------------------------------------------- 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

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

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

OTRS is very powerful, I'm quite shure that it can do what I'm asking. . If it's needed I can develop a filter/ add-on / plugin... based on mailing list suggestions / hints thanks On Thu, Jan 10, 2013 at 4:21 PM, David Boyes wrote:

** **

...still interested in a OTRS way to rewrite the From: in forwarded email* ***

** **

OTRS can’t perform miracles. When you forward a message, you’re creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can’t resend it --------------------------------------------------------------------- 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

Nowadays many people use gmail and gmail does not provides redeliver. I think the ability to open a ticket via mail forwarding is an interesting feature for OTRS. Francesco On Thu, Jan 10, 2013 at 4:03 PM, David Boyes wrote:

That’s more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination). ** **

** **

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