One possible solution comes into my mind, but it requires much work on several sides.
1. Agent Mike must send his mail directly through your company's mail server, while authenticating himself in a secure way (if that can be said in the case of SMTP). 2. The mail server, seeing this, should set an e-mail header, like X-OTRS-ThisMailIsActuallyFromAnAgent. 3. An OTRS PostMaster Filter script should set the article type to Agent-mail-external (or whatever) Again, this requires a lot of effort, and maybe your environment can or can not do this at all. I wish you luck :) Best, Gergely On 2011.04.14., at 15:14, Muhammad El-Sergani <[email protected]> wrote: > Good point Gerald, dunno how that skipped my mind. > > On Thursday, April 14, 2011, Gerald Young <[email protected]> wrote: >> As well, that's considered inherently insecure, because >> [email protected] can also spoof "from" as "From: [email protected]" >> >> On Thu, Apr 14, 2011 at 4:46 AM, Nils Leideck <[email protected]> >> wrote: >> >> On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: >> >>> I have a scenario here, and would like to know if there's anyway around it, >>> and it goes like this: >>> >>> • Company name == example.com >>> • Agents are == Mike, John and Jack >>> • Customer company == not-example.com >>> • A customer employee files a trouble ticket, using his email account >>> == [email protected] >>> • Agent Mike responds from OTRS, using the system's email address == >>> [email protected], and leaves the office >>> • Customer employee responds back, requesting further info or an ETA, >>> or whatever... >>> • Agent Mike responds back from his cell phone or whatsoever, using >>> his own mail account [email protected] >>> • OTRS is clever enough to understand that all above 4 emails should >>> be grouped under the same ticket #, as they all have the same hook, and TT # >>> • BUT, when viewing the ticket itself, Mike's last email is of Type >>> "Customer - email external", when it should have been "Agent - email >>> external" >>> Is there anyway, to configure OTRS, such that Agents replying from outside >>> OTRS would be of type "Agent ...", instead of "Customer ..."?? >> >> No, not yet. >> >> -- >> Nils Leideck >> 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 >> >> > > -- > > Thanks and Best Regards, > Muhammad El-Sergani. > --------------------------------------------------------------------- > 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
