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:mhun...@jfku.edu]
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, 
<jverho...@beckhoff.nl<mailto:jverho...@beckhoff.nl>> 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:mhun...@jfku.edu<mailto:mhun...@jfku.edu>]
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

Reply via email to