...still interested in a OTRS way to rewrite the From: in forwarded email OTRS can't perform miracles. When you forward a message, you're creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can't resend it transparently, your only options are to create something like a mail alias on your OTRS server that runs a procmail filter to strip out the headers generated by forwarding the message and resubmit the original message to OTRS as if it had come from the customer directly, or add some kind of special header that the OTRS postmaster filter can trap. You then forward the message to the mail alias when you want this to happen, or add the magic header when you forward the message.
The alias idea won't work unless you have control of the incoming mail server (and given that you say you're using gmail's mail servers, you probably don't), and the gmail interface isn't conducive to adding specialized headers. Note that you also will need to configure your mail client to not modify the forwarded message in any way (eg, no indents, adding >> notations, etc.) if you want the stripping to work reliably.
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