Hello,
I wish that OTRS recognize the applicant's identifier as the person behind the email and not as the person having transferred this mail.
If it's possible, how to do it ?
Thanks you.
Thomas
Create a ticket when we transfer email.
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root
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Re: Create a ticket when we transfer email.
What do you mean with transferred? Forwarded from your e-mail client?
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Do you want to contribute or want to know where it goes ?
Re: Create a ticket when we transfer email.
Yes.
Do you have any idea ?
Do you have any idea ?
Re: Create a ticket when we transfer email.
use bounce instead of forward
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Re: Create a ticket when we transfer email.
I am sorry, I didn't explain well.
When we forward an e-mail client to mailbox OTRS, a ticket is created with the applicant's identifier as the person having forwarded this mail but I want the client instead of this person.
When we forward an e-mail client to mailbox OTRS, a ticket is created with the applicant's identifier as the person having forwarded this mail but I want the client instead of this person.
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reneeb
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Re: Create a ticket when we transfer email.
As jojo said, you should bounce the mail, not forward. Most mail clients should support that. When the mail is bounced, the original headers are kept...
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Re: Create a ticket when we transfer email.
For example, a client sends a e-mail to a helpdesk (not OTRS) but this helpdesk cannot reply to his request.
So, he forwards the mail to mailbox OTRS.
How do it ?
So, he forwards the mail to mailbox OTRS.
How do it ?
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reneeb
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Re: Create a ticket when we transfer email.
Again: The helpdesk should not forward the mail, but bounce the mail...
Otherwise you need to write a postmaster module that searches for a string and set the "from" header. But that is error prone as the forwarded mails need to have the string in a certain format included....
Otherwise you need to write a postmaster module that searches for a string and set the "from" header. But that is error prone as the forwarded mails need to have the string in a certain format included....
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Re: Create a ticket when we transfer email.
OK, I didn't know the bounce tool.
Thanks you for your answers.
Thanks you for your answers.
Re: Create a ticket when we transfer email.
Hello,
Is it possible to bounce the mail using Outlook ?
Thomas
Is it possible to bounce the mail using Outlook ?
Thomas