set SenderType and ArticleType for external emails from agents

[MCCoolMoDAue]

Hello,

I want to set the
X-OTRS-ArticleType
and
X-OTRS-SenderType

when an agent answers to a case by email.

right now the emails are classified as
"customer – email-external"

I know i could use postmaster filters, but i don#t want to create a filter for each agent.
Can i find out that the sender address was from one of our agents in the postmaster filters?

[reneeb]

You have to write your own postmaster module for that. It's not that difficult. I've posted some sample postmaster modules in the forum. Another one is on github: https://gist.github.com/reneeb/375bfc2c ... c71833209e

In that module you should check if the mail address belongs to one of the agents and set the article type.

Hint: to check whether the from address belongs to an user/agent, you can use UserSearch() from Kernel::System::User http://otrs.perl-services.de/docs/otrs/ ... _user.html

[MCCoolMoDAue]

are you talking about the

PostMaster::PreFilterModule###1-Match

setting?
is that where I would have to set it?
Do I need to find the agents email addresses by sql statement?
Or do I use the OTRS interface?

[reneeb]

With that setting you can set the article type for all mails that come from your company. To check whether the addresses are actual agents, you have to write your own module. Please have a look at the linked websites.

[MCCoolMoDAue]

I did have a look at the websites.
i am new to this.
I basically did code a .pm file,
but I don'T know where to add that module so it is executed.

Also I don't know how to debug it.

Some help would be highly appreciated!

[MCCoolMoDAue]

since I could not find out how to actually use / test the filter i created
I've tried the postmaster filters.
but they only use for the first email, the follow up mails are all set to "customer"

I guess that is for the follow up filters

[reneeb]

You can add X-OTRS-FollowUp-... to the same postmaster filter.


You .pm file should be at Kernel/System/PostMaster/Filter/ and you have to add the config option that is shown in the gist to you Kernel/Config.pm

[MCCoolMoDAue]

thank you,

as a non-ideal solution setting the X-OTRS-FollowUp-... in the postmaster filters works.

Next step is creating our own filter and registering it.