forward customer email to OTRS

[Wojtek]

According to this thread:

PostMaster Filter - get CC field value (viewtopic.php?f=62&t=26010),

how can agent forward received message (on private email) from customer to OTRS to be treated as sent from customer?
In that case, the customer of the new ticket would be the right one (not the agent, who forwards email).

In the mentioned thread I've tried using PostMaster Filter Management but no success.
There was also a suggestion to bounce the email but can't get it with Outlook 2007 as well.

At the moment, agent can use New email option and copy&paste, anyway, I find it uncomfortable.

Regards,
Wojtek

[jojo]

use bounce, send as new or move the mail to a share imap folder which is pulled by OTRS

[crythias]

I've been adding to my disclaimer on my personal email:


Please note that I am not permitted to answer questions sent to this email address.
If I am out of office, nobody else will see them, either.

[Wojtek]

Ok, so it looks that this problem is not solved within OTRS and needs to find some workaround.

Thank You for hints.

Regards,
Wojtek