Leave a copy of messages on server

[jfreeman2nc]

I am trying to test out the OTRS system at my company. Right now we have emails sent to a shared inbox for internal requests, and I would like to replace this using the OTRS system. The only problem is that management wants me to test this along with still having the shared inbox active. If I make the current shared inbox active in OTRS it will move all of the emails into the system. I was wondering if I could change a setting in OTRS that would allow me to keep a copy of the email on the server while I was testing?

[Mothra]

Not really. OTRS, by design, depends on having exclusive access to an email inbox. Even if you could leave messages on the server, OTRS would just keep reading them and turning them into tickets.

[jfreeman2nc]

So I guess the only way would be to automatically forward the email to another address.

[Mothra]

So I guess the only way would be to automatically forward the email to another address.

Well, yes, but you probably want to take a step back and ask what risk the management think they are mitigating here, because by running copies of all your support requests alongside the actual ticketing system, you are introducing a far greater risk.

[Mothra]

I appreciate the scenario though; I am dealing with it right now - management are worried about handing entire control of the support email inbox to OTRS, primarily because they don't necessarily understand it on a technological level, and fear they might lose support requests. It's a difficult one to counter, and a common problem with free, open source software. I (or anyone else on this forum) can tell you why it won't happen, but this won't make the blindest bit of difference.

In my case, being an external consultant helps, but it's still an uphill struggle. The system I'm currently installing is going to service around 100 different external customer companies, and we're phasing it in by only diverting a handful of domains at a time to a separate inbox which OTRS has complete control over. Although your implementation is limited to internal support, maybe you could phase individual people/departments in gradually in a similar way?

[jfreeman2nc]

I greatly appreciate you help. This setup will eventually be focused towards external clients and am actually starting internally to prove to management that the system will function properly.