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] 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
