Do you have some database that would map arbitrary user A to the customer entity in OTRS? If the domain is the same for all users and you have no information about the relationship between incoming message from user A and customer ID B, I don't see how OTRS could do this -- it has to be able to determine the relationship somehow, and if user B is the actual customer, then they should be the one formally responsible in the database.
One thought: if your authentication source is something like Active Directory, and you have the relationships (user A is admin for user B) in AD, you could probably query AD and substitute the source of the message as if it came from user B, and add user A as a CC. Or you could set up something external to OTRS that user B could say "these are my designated proxies who can submit issues on my behalf" and check that during postmaster processing. > -----Ursprüngliche Nachricht----- > Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von > Grzella, Mark > Gesendet: Freitag, 31. Januar 2014 15:42 > An: User questions and discussions about OTRS. > Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress > > Hey all, > > i need an advice regarding otrs postmaster filtering. > Task is to set the proper customer identification to the email address listed > in > CC on an inbound e-mail. > As we are getting mails via different communication channels, we can get e- > mails that are not directly send to otrs from the original customer but rather > via an alternative address, for example management assistents reporting for > a manager. > > Therefor it´ll be quite helpful to have the customer id not set to the e-mail > responsible, but to the one listed in cc. > > I tried something like this, but with no effect at all. > OTRS still sets customer id to its original sender, not to the cc one. > > Filter condition > Headline 1 : CC << value >> (sample) > Headline 2 : From <<value>> myadr...@mydomain.de > > Set E-Mail Header > Headline 1 : X-OTRS-CustomerUser <<value>> [***] --------------------------------------------------------------------- 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
