Re: [otrs] Sending email from OTRS with elevated priority

[Gerald Young]

There's no current way to include ad hoc Header information.


Kernel/System/Email.pm:
# build header
my %Header;
for (qw(From To Cc Subject Charset Reply-To)) {
next if !$Param{$_};
$Header{$_} = $Param{$_};
}

If I were going to interfere with this, I'd probably figure a way to pass a
flag in something that calls Email.pm and parse it.

So, it'd be changing (something) in the calling module to include:
X-Priority => "1 (Highest)",
X-MSMail-Priority => "High",
Importance => "High",


and add those keys in the qw.

I'm not saying that will work, but it seems to be the fastest way to
achieve the goal if it does.



On Thu, Oct 16, 2014 at 3:19 PM, David Boyes  wrote:

>  I don’t think there’s a standard method to do this – SMTP doesn’t really
> have the concept of message priority, so the user agents do it in different
> (and incompatible) ways. Your best option would be to see if you can get a
> look at a raw message with all the headers and see what your most common
> user agent (probably Outlook?) is inserting to set priority (probably an
> X-Outlook: header or something like that).
>
>
>
> I also don’t think it’s really going to help; if the user doesn’t care
> enough such that they’re just deleting the messages, then changing the
> priority won’t change that fact. I suspect the only thing that will is
> personal visitation. 8-)
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Jefferson Davis
> *Sent:* Thursday, October 16, 2014 3:07 PM
> *To:* User questions and discussions about OTRS.org
> *Subject:* [otrs] Sending email from OTRS with elevated priority
>
>
>
> I'm looking for a way to send the notices, etc on agent responses to
> users, with a HIGH email priority.  I'm not referring to the TICKET
> priority.
>
> We have users that never respond and after checking, I am finding that
> they are just deleting them.
>
>
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Re: [otrs] Sending email from OTRS with elevated priority

[David Boyes]

I don’t think there’s a standard method to do this – SMTP doesn’t really have 
the concept of message priority, so the user agents do it in different (and 
incompatible) ways. Your best option would be to see if you can get a look at a 
raw message with all the headers and see what your most common user agent 
(probably Outlook?) is inserting to set priority (probably an X-Outlook: header 
or something like that).

I also don’t think it’s really going to help; if the user doesn’t care enough 
such that they’re just deleting the messages, then changing the priority won’t 
change that fact. I suspect the only thing that will is personal visitation. 8-)

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Jefferson Davis
Sent: Thursday, October 16, 2014 3:07 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Sending email from OTRS with elevated priority

I'm looking for a way to send the notices, etc on agent responses to users, 
with a HIGH email priority.  I'm not referring to the TICKET priority.

We have users that never respond and after checking, I am finding that they are 
just deleting them.

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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs