Easy enough to fix this, using email instead of API and probably can be handled from the webform, appease everyone, and not a lot of extra work. Set a header, like "X-OTRS-CustomerUser" to be the customer's email. It will definitely still come From: webmaster. Nothing here is being spoofed. While you're at it, set X-OTRS-Queue and any other OTRS attributes you might want/need from the webform. Then, trust the email fetch box and these fields will be obeyed.
On Fri, Sep 7, 2012 at 4:03 AM, French, Alastair < [email protected]> wrote: > I would love to be able to resubmit the email but the powers that be are > very strict on spoofing headers, hence the reason the email is sent from > the “webmaster” account in the first place. I am not allowed to spoof the > header as being from the customer. Inserting directly into the queue avoids > the need to go via the mail server again and gets around this issue.**** > > ** ** > > I will look at the other options you mention and see if any of those work > any better.**** > > ** ** > > I would still like to know why the auto reply is not being triggered in > this instance though.**** > > ** ** > > Thanks**** > > ** ** > > Alastair French > IT Analyst > Aeroflex International Ltd > *A Passion for Performance***** > > Tel: +44 (0) 1438 772177 > Email: [email protected] > http://www.aeroflex.com **** > > **[image: Description: animatedA]**Subscribe now to receive Aeroflex > e-newsletters. As a subscriber, you will receive all the latest Aeroflex > news including upcoming products, specials and other related information. > Sign up now for our FREE monthly newsletter: > www.aeroflex.com/aboutus/enewsletter/signup-form.cfm. > > *Aeroflex Ltd registered in England and Wales No. 317241 * Registered > Office: Longacres House * Six Hills Way * Stevenage***** > > ** ** > > *From:* [email protected] [mailto:[email protected]] *On Behalf > Of *Steven Carr > *Sent:* 06 September 2012 17:19 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Auto Response from API created ticket**** > > ** ** > > Instead of using the API could you not just resubmit the email to the mail > server once the headers have been corrected? or submit via the PostMaster > scripts (can't remember the exact syntax now), and I think you can also > drop them into one of the spool directories and then run one of the scripts > in the bin directory to process any files in the spool directory. > > Steve > > **** > > On 6 September 2012 16:45, French, Alastair <[email protected]> > wrote:**** > > Yes the queue is set to have an auto response of “auto reply”. This works > if an email is sent to the mailbox monitored by the queue but not if we use > the API to create the ticket.**** > > **** > > The reason we have two methods is a website hosted by anther division of > the company will only send tickets to us by email with the sender set as > the webmaster. We have this going to a separate mail box and have an > external script that picks up the mail, works out who it should have been > sent from and creates a ticket via the API as if it had come in via email > with the headers set correctly.**** > > **** > > Alastair French > IT Analyst > Aeroflex International Ltd > *A Passion for Performance***** > > Tel: +44 (0) 1438 772177 > Email: [email protected] > http://www.aeroflex.com **** > > **[image: Description: animatedA]**Subscribe now to receive Aeroflex > e-newsletters. As a subscriber, you will receive all the latest Aeroflex > news including upcoming products, specials and other related information. > Sign up now for our FREE monthly newsletter: > www.aeroflex.com/aboutus/enewsletter/signup-form.cfm. > > *Aeroflex Ltd registered in England and Wales No. 317241 * Registered > Office: Longacres House * Six Hills Way * Stevenage***** > > **** > > ** ** > > Notice: This e-mail is intended solely for use of the individual or entity to > which it is > addressed and may contain information that is proprietary, privileged, > company confidential > and/or exempt from disclosure under applicable law. If the reader is not the > intended > recipient or agent responsible for delivering the message to the intended > recipient, you are > hereby notified that any dissemination, distribution or copying of this > communication is > strictly prohibited. If this communication has been transmitted from a U.S. > location it may > also contain data subject to the International Traffic in Arms Regulations or > U.S. Export > Administration Regulations and cannot be disseminated, distributed or copied > to foreign > nationals, residing in the U.S. or abroad, without the prior approval of the > U.S. Department > of State or appropriate export licensing authority. If you have received this > communication > in error, please notify the sender by reply e-mail or collect telephone call > and delete or > destroy all copies of this e-mail message, any physical copies made of this > e-mail message > and/or any file attachment(s). > > > > --------------------------------------------------------------------- > 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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