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 <[email protected]> > 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:[email protected]] > *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, <[email protected]> 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:[email protected]] > *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 >
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