Re: [otrs] open ticket forwarding mail
OTRS is very powerful, I'm quite shure that it can do what I'm asking. . If it's needed I can develop a filter/ add-on / plugin... based on mailing list suggestions / hints thanks On Thu, Jan 10, 2013 at 4:21 PM, David Boyes wrote: > ** ** > > ...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 > - > 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 > - 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
Re: [otrs] open ticket forwarding mail
So do I. But to do that, you have to have some way of conveying the original address in a way that OTRS can understand it, and that's not possible in your configuration without supplying that information in another form than the RFC822 email headers. The postmaster filter approach outlined in another email is probably your only hope if you don't run your own mail server, but as you noted, that allows pretty much anyone on the planet to do it unless you build in some additional authentication in the postmaster script, which is not a trivial task. There are a lot of complex edge cases. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Francesco Pasqualini Sent: Thursday, January 10, 2013 10:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] open ticket forwarding mail Nowadays many people use gmail and gmail does not provides redeliver. I think the ability to open a ticket via mail forwarding is an interesting feature for OTRS. - 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
Re: [otrs] open ticket forwarding mail
Nowadays many people use gmail and gmail does not provides redeliver. I think the ability to open a ticket via mail forwarding is an interesting feature for OTRS. Francesco On Thu, Jan 10, 2013 at 4:03 PM, David Boyes wrote: > That’s more a question of what email client you use. Some clients (elm, > pine, etc) provide a function that redelivers messages to another > destination with the original headers intact (as if it were originally sent > to that destination). ** ** > > ** ** > > - > 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 > - 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
Re: [otrs] open ticket forwarding mail
...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. - 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
Re: [otrs] open ticket forwarding mail
That's more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination). - 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
Re: [otrs] open ticket forwarding mail
Good idea! ... can you please share your config / filter ? I hope that when filtering, OTRS can remove the statement "##customer:em...@add.ress" If it remain, a maliciuos reader arguing the logic could use it to open fake tickets thanks Francesco On Thu, Jan 10, 2013 at 3:00 PM, Gerald Young wrote: > one thing I did was to forward with a ##customer:em...@add.ress and > PostMasterFilter on that. > > > On Thu, Jan 10, 2013 at 8:45 AM, Francesco Pasqualini wrote: > >> You are perfectly right, but our company uses gmail anche it lack this >> feature (for security reason I think). >> >> Yes, I could access gmail via imap with an email reader that supports >> bouce, but not very happy of this solution. >> >> At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we >> configured OTRS to poll a special IMAP folder named "otrs" in every mailbox. >> In gmail a label is an IMAP folder. So when I receive a mail that I need >> to bounce to OTRS, simply I label it OTRS, and it works. >> >> But if the mail is in the middle of a conversation, gmail label "OTRS" >> all the messages in the conversation and not only the selected one. This is >> a big problem: every message in the conversation will become a ticket. So >> this solution (using an OTRS label) is not perfect. >> >> ...still interested in a OTRS way to rewrite the From: in forwarded email >> >> >> thanks >> >> >> >> >> >> On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt < >> ralf.hildebra...@charite.de> wrote: >> >>> I simply use the "bounce" option in my email program. That way, the >>> headers stay the same and OTRS acts as if the user sent the mail >>> directly to OTRS! >>> >>> -- >>> Ralf Hildebrandt Charite Universitätsmedizin Berlin >>> ralf.hildebra...@charite.deCampus Benjamin Franklin >>> http://www.charite.de Hindenburgdamm 30, 12203 Berlin >>> Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 >>> - >>> 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 >> >> >> >> - >> 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 >> > > > - > 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 > - 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
Re: [otrs] open ticket forwarding mail
one thing I did was to forward with a ##customer:em...@add.ress and PostMasterFilter on that. On Thu, Jan 10, 2013 at 8:45 AM, Francesco Pasqualini wrote: > You are perfectly right, but our company uses gmail anche it lack this > feature (for security reason I think). > > Yes, I could access gmail via imap with an email reader that supports > bouce, but not very happy of this solution. > > At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we > configured OTRS to poll a special IMAP folder named "otrs" in every mailbox. > In gmail a label is an IMAP folder. So when I receive a mail that I need > to bounce to OTRS, simply I label it OTRS, and it works. > > But if the mail is in the middle of a conversation, gmail label "OTRS" all > the messages in the conversation and not only the selected one. This is a > big problem: every message in the conversation will become a ticket. So > this solution (using an OTRS label) is not perfect. > > ...still interested in a OTRS way to rewrite the From: in forwarded email > > > thanks > > > > > > On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt < > ralf.hildebra...@charite.de> wrote: > >> I simply use the "bounce" option in my email program. That way, the >> headers stay the same and OTRS acts as if the user sent the mail >> directly to OTRS! >> >> -- >> Ralf Hildebrandt Charite Universitätsmedizin Berlin >> ralf.hildebra...@charite.deCampus Benjamin Franklin >> http://www.charite.de Hindenburgdamm 30, 12203 Berlin >> Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 >> - >> 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 > > > > - > 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 > - 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
Re: [otrs] open ticket forwarding mail
You are perfectly right, but our company uses gmail anche it lack this feature (for security reason I think). Yes, I could access gmail via imap with an email reader that supports bouce, but not very happy of this solution. At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we configured OTRS to poll a special IMAP folder named "otrs" in every mailbox. In gmail a label is an IMAP folder. So when I receive a mail that I need to bounce to OTRS, simply I label it OTRS, and it works. But if the mail is in the middle of a conversation, gmail label "OTRS" all the messages in the conversation and not only the selected one. This is a big problem: every message in the conversation will become a ticket. So this solution (using an OTRS label) is not perfect. ...still interested in a OTRS way to rewrite the From: in forwarded email thanks On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt < ralf.hildebra...@charite.de> wrote: > I simply use the "bounce" option in my email program. That way, the > headers stay the same and OTRS acts as if the user sent the mail > directly to OTRS! > > -- > Ralf Hildebrandt Charite Universitätsmedizin Berlin > ralf.hildebra...@charite.deCampus Benjamin Franklin > http://www.charite.de Hindenburgdamm 30, 12203 Berlin > Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 > - > 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 - 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
Re: [otrs] Not autoreplying on vacation messages?
* Gerald Young : > Postmaster filter x-otrs-ignore is an option. Ah, totally forgot about this one. Thanks. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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
Re: [otrs] Not autoreplying on vacation messages?
Postmaster filter x-otrs-ignore is an option.
On Jan 10, 2013 6:59 AM, "Ralf Hildebrandt"
wrote:
> We have one queue with an automatic responses configured.
>
> Since we're using the email address of this queue for sending out
> reminders ("Your account is about to expire on ..."), we're getting
> out-of-office replies back to the queue, which are then automatically
> replied to.
>
> So, what I'd like to know is how I can prevent OTRS from replying when
> the Subject: contains "Abwesend:" (which is a good indication for an
> out of office autoreply in Germany).
>
> --
> Ralf Hildebrandt Charite Universitätsmedizin Berlin
> ralf.hildebra...@charite.deCampus Benjamin Franklin
> http://www.charite.de Hindenburgdamm 30, 12203 Berlin
> Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
> -
> 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
-
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
Re: [otrs] open ticket forwarding mail
* Francesco Pasqualini : > Hi, > > is there some feature/configutation to open a ticket forwarding an email. > > The use case is: > > We have an email address connected to OTR, helpd...@mycompany.com, but > sometime I receive requests in my own mailbox and I want to forward to > OTRS. > > Is there a way to forward this email to OTRS and automatically open a > ticket for the original sender ? I simply use the "bounce" option in my email program. That way, the headers stay the same and OTRS acts as if the user sent the mail directly to OTRS! -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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
[otrs] open ticket forwarding mail
Hi, is there some feature/configutation to open a ticket forwarding an email. The use case is: We have an email address connected to OTR, helpd...@mycompany.com, but sometime I receive requests in my own mailbox and I want to forward to OTRS. Is there a way to forward this email to OTRS and automatically open a ticket for the original sender ? It would be nice something like this: I reply-all to the customer email, cc:helpd...@mycompany.com and In the body of the message I add before the quoted text: "I open an OTRS ticket for you: sen...@customer.com" ...so that OTRS can get the correct sender (via a filter ?) What solution do you suggest for this requirement ? thanks Francesco - 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
[otrs] Not autoreplying on vacation messages?
We have one queue with an automatic responses configured.
Since we're using the email address of this queue for sending out
reminders ("Your account is about to expire on ..."), we're getting
out-of-office replies back to the queue, which are then automatically
replied to.
So, what I'd like to know is how I can prevent OTRS from replying when
the Subject: contains "Abwesend:" (which is a good indication for an
out of office autoreply in Germany).
--
Ralf Hildebrandt Charite Universitätsmedizin Berlin
ralf.hildebra...@charite.deCampus Benjamin Franklin
http://www.charite.de Hindenburgdamm 30, 12203 Berlin
Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
-
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
Re: [otrs] OTRS Add-On
Hi, to get AddOns listed at http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/ you need to buy support subscriptions from OTRS AG. - Renée On 10.01.2013 11:29, Adi Ariyanto wrote: > Dear All > > I want to know is OTRS Add On is free or not ? I see that there is a add on > called Based Queue Routing Add On, but I cant download it, my online > repository is only > FAQ > OTRSMasterSlave > Survey > SystemMonitoring > Time Accounting > IPhoneHandle > > Thank You > > Best Regards > Adi Ariyanto > Computer Support & Maintenance > > > > This email and its attachments may be confidential and are intended solely > for the use of the individual to whom it is addressed. Any views or opinions > expressed are solely those of the author and do not necessarily represent > those of Bina Nusantara. > If you are not the intended recipient of this email and its attachments, you > must take no action based upon them, nor must you copy or show them to anyone. > Please contact the sender if you believe you have received this email in > error. > > > > - > 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 -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de - 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
[otrs] OTRS Add-On
Dear All I want to know is OTRS Add On is free or not ? I see that there is a add on called Based Queue Routing Add On, but I cant download it, my online repository is only FAQ OTRSMasterSlave Survey SystemMonitoring Time Accounting IPhoneHandle Thank You Best Regards Adi Ariyanto Computer Support & Maintenance This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. - 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
