Thank you so much for the brilliant ideas! I tried using the PostMaster Filters to set the X-CustomerUser, but that was only working if the user had already created an account. That isn't the case for most of our users, and it was just defaulting to the From address if the user didn't have an account. The PostMaster Filters screen wouldn't let me set the From address, so I had to find a different way.
I did find a way to create a filter and set the From in SysConfig -> Ticket
-> Core:PostMaster
In the "PostMaster::PreFilterModule###2-Match" section
I wasn't using this filter in its default purpose, so I modified it to suit
my needs and enabled it.
Here are the changes (screenshot below)
StopAfterMatch to 1
Match =>
To servicedesk-...@mydomain.com
>From .+@mydomain.com
Body From\:\s.*<([a-zA-Z0-9\._%+-]+@[a-zA-Z0-9\.-]+\.[a-zA-Z]{2,4})\>
Set =>
X-OTRS-Queue Raw-fwds
>From [***]
[image: Inline image 1]
This requires setting up a second PostMaster Mail Account (
serviced...@mydomain.com being the main one,
servicedesk-fwd@mydomain.comonly receives forwards that are then
parsed)
It also requires setting up a separate Raw queue, Raw-fwds. This is so that
these can receive a special auto-reply that tells the user that we've
forwarded their request to the helpdesk, and that they can get faster
service in the future by contacting the helpdesk directly, and provides
those instructions.
This works for Gmail's formatting of the message headers in the body for
the forwarded mail. YMMV in other email clients.
It limits the use of this filter to senders in our domain.
- Mary
<<otrs-filter.png>>
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