Customizing Notification Sender Address

[james_gatt]

Hello,

I would like to customize the sender of the agent notifications to be queue specific. Right now it is set as notification@otrs.com which was set from SysConfig. The scenario I would like to achieve is the following:

Queue A => ticket is created => notifications (agent notifications not customer) are sent from queueA@example.com
Queue B => ticket is created => notifications (agent notifications) are sent from queueB@example.com

Currently they are all sent from the same sender address - i.e. notification@otrs.com

Is there a way that I customize such scenario?

Regards,

James

[crythias]

Check your Queue's System Address.

[james_gatt]

that system address is used to send replies and auto responses to customers. What i want is to customize sender addresses for agent notifications for each specific queue. That way I can enable agents to reply back to that notification using a simple email interface where necessary.

James

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=11247

[james_gatt]

I have looked through the articles you posted - they show some very interesting approaches. However still does not meet my requirement. What I need is to customize the actual sender address for agent notifications for each queue. Is there a way to set this from the UI? Or is it something that needs to be done at source level?

[jojo]

it will requiere development

[james_gatt]

Can anyone indicate to me what files need to be altered? When a new notification is raised, what file (*.pm) is used to send notifications to agents?

[crythias]

What difference does it make what email address sends to agents?

[james_gatt]

for example I have supportA@example.com and supportB@example.com, right now if a new ticket is raised for A the agent will receive notification from otrs@support.com (defined in SysConfig). What I would like to have is that the agent will receive notification from the email address of that specified queue so he/she can reply to that email immediately hence proceeding through the ticket workflow. Our agents use interface but sometimes sending an email is much more convenient.

[crythias]

Yes, but what difference does it make what email address they reply to? Unless you're changing the followup queue based upon replies, the ticket will obey what the ticket number knows.

[james_gatt]

because when a notification is sent it is sent from the default notification address. And in order to reply to OTRS the agent needs to compose a new email and send it the support address (as a followup) instead of just hitting reply and composing his message.

[crythias]

I suppose you could change your default notification address to be able to handle tickets instead of being a no-reply.