I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which works fine for setting the customer ID (email address). Unfortunately, the user name, telephone, etc. are still mine.
I don't know if this is relevant, but this user has never sent a ticket via email or logged into the portal, though he is eligible for LDAP auto sync if he ever does. Furthermore, I still see the tickets under my ID when I log into the customer portal. Hugh On Mon, Oct 18, 2010 at 3:28 PM, Hugh Kelley <[email protected]> wrote: > I like postmaster-based assignment of customers described earlier. I may > try to implement that too, but my issue is with ownership. > > One of my coworkers made the excellent point that this auto-assigning > method will break down as soon as an agent goes on vacation (assuming the > postmaster logic doesn't look at the out of office status). > > Instead, I just wrote a SOAP based tool that looks for tickets with user ID > 1 as the owner. If the ticket has an agent-created article (other than > agent #1), the last person to contribute becomes the owner (presumably we'll > catch it before he/she goes on holiday). > > Considering the very small number of tickets where this occurs I'll be fine > with that approach. > > Thanks again for all of the discussion. > > Hugh > > > > > On Mon, Oct 18, 2010 at 1:10 PM, Nils Leideck - ITSM < > [email protected]> wrote: > >> A standard function of emailing is the redirect function. >> >> In Outlook this is called “Send again”. >> In OTRS this function is called “Bounce” >> >> I don’t like both terminologies tbh. but this is another discussion :-) >> If you use this function, then the Email to OTRS is still send “From” the >> original customer. >> >> But, both methods don’t solve your request - r...@localhost will still be >> set as the owner. >> >> I think, a working solution would be to extend the PostMaster Filter to be >> able to assign Agent, Responsible and Watcher by using X-Headers. >> This way you could match for mail from and rcpt to and other headers to >> fetch the new sender (the Agent), without loosing the information of >> customer details. >> >> However, this would require a bit of development. If you wan to get this >> supported I recommend to contact [email protected]. >> Or you can create a new entry on http://otrsteam.ideascale.com first to >> see if other people would like to have the same function. Community >> development not excluded :-) >> >> On 18.10.2010, at 18:05, Gerald Young wrote: >> >> If a user had sent me a ticket-worthy request, I'd forward the email to >> the ticket email with my code word in the body. >> #customer [email protected] >> >> The postmaster filter gets it then the ticket gets created and assigned to >> the customer. >> >> http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls >> >> Agents who would be assigned to the Queue in his "My Queues" and have the >> notification enabled gets a chance to grab the ticket, lock it, respond, >> close... >> >> >> On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley <[email protected]>wrote: >> >>> I agree about that goal. >>> >>> However, at least in my organization, there are a few users who >>> hesitate to use the support system at all - they just email agents >>> directly. Then, as you well know, it is impossible for anyone else in >>> the team to participate in the support. >>> >>> I thought this might be a way to encourage those users to do (from my >>> perspective) the right thing. >>> >>> Hugh >>> >>> --------------------------------------------------------------------- >> 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 >> >> >> Cheers, Nils >> >> — >> Nils Leideck >> Senior Consultant >> http://webint.cryptonode.de / a Fractal project >> >> >> --------------------------------------------------------------------- >> 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 >> > >
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