From and reply-to problem

[JohnyDeMarco]

Hi,

we have OTRS 3.0.11 installed and survey module 2.0.3. The tickets come form a web-form, where the sender's address is "noreply@xxxxx.com" and the reply-to is the email address of the sender. Unfortunately we cannot change it as there are tons of filters based on the sender. The normal ticket workflow is okay, auto responses go to "reply-to" but the survey has some problems. If we sent a few mails there and back with the Customer and we close it, the Survey goes to the right email address. But if we were able to solve the ticket directly at the first ticket (started from the form) and we close it, the survey goes to "noreply". So the survey module uses the "from" instead of "reply-to". With this we loose the most important feedback from users who received final solution immediately.

Questions:
1., Am I right?
2., How can we change it to "reply-to"?

Thanks in advance,

JdM

[crythias]

... then don't do that. Create the ticket for what they asked and close it with the resolution.

[JohnyDeMarco]

Hi Crythias,

thanks, but the problem is that we have 200+ tickets per day, so we cannot open a new ticket for every single user just to close it and send the survey to the right address (even if we were not able to solve all the tickets immediately). Unfortunately we need an automatic solution, I mean to have a survey module which works (as designed) without any human interaction. It seems that the only solution is to change the "from" to "reply-to". Anyway I would be more than happy if you could suggest something to sort it out.

BR, JdM

[JohnyDeMarco]

Hi Crythias,

I found another topic ( viewtopic.php?f=62&t=4780) on the forum where you posted:

Filtername:
Match:
Header 1: Body Value: #customer ([a-zA-Z0-9_\-\.]+)@[a-z0-9-]+(\.[a-z0-9-]+)*(\.[a-z]{2,3})
Set:
Header 1: X-OTRS-CustomerUser Value: [***]

I think the question was to set the user email, as the sender was a form. This is what I really need as we have the same solution today, a form sends the message with the email address in the body ("e-mail address:"). Therefore I tried your filter, I changed the "#customer" to "#e-mail address:" but it is not working. If I open a ticket and checked it in OTRS but the "from" field still the same. Is there anything else I have to change / check?

Thanks in advance,

JdM


UPDATE:
it is working, the only thing is that it has to be an independent filter without any additional parameters. One step forward It sets the Customer ID and Customer User. BUT the "from" field is still the same. I cannot send out survey without changing minimum one email with the Customer (to change the "noreply" to the real email address in the "from" field).

So back to the original question, is there any idea to change the "from" to "reply-to"?

Thanks,

JdM

[crythias]

I believe I completely overlooked your first paragraph.

The tickets come form a web-form, where the sender's address is "noreply@xxxxx.com"

Wouldn't your answer be to change the web form so the sender is the sender of the ticket?

[JohnyDeMarco]

Hi,

yest, it can be an option but unfortunately the "noreply@xxx.com" is one of the filter parameters. The reason is that we have more than one domain and more than one language, so there are different "noreply"s. Just to have a better view:

Ticket generated thru a form. Senders:
- noreply@aaa.x.com
- noreply@bbb.x.com
- etc.

Language: in subject

Body:
- real email
- message

Filter queue:
Header 1: from Value: noreply@aaa.x.com
Set:
Header: X-OTRS-queue Value: "A"

(Same for B.)

Filter lang:
Header 1: subject Value (-en)
Set:
Header: X-OTRS-queue Value: A::english

etc.

With this solution we have tickets in the system, in the right queue, where the "from" field is "noreply" at arrival. This is a must because of the filters. As soon as we sent an email to the Customer (response) and the Customer sent an answer, the "from" field changed to the real address. At this point everything works like a charm, because the survey goes to the real address.
As I mentioned before, the problem is the "first resolution". The magic here is that the response goes to the real address, but the survey goes to "noreply". I thought that there is an option somewhere to change "from" to "reply-to". How is it working in case of simple response? Where is the setting? Why is it differs from the survey?

I hope I was clear but if you have questions let me know

[crythias]

The reason is that we have more than one domain and more than one language

You can set other X-OTRS-xxx keys to address this issue in your form.
In fact, most everything you're doing in PostMasterFilter is in reaction to your own form, so why not make your form send the X-OTRS-field stuff too?

[JohnyDeMarco]

Hmm, sounds good.
So you are suggesting to put the domain, language and other parameters into fields and let OTRS read them. Correct me if I am wrong but we can set the real sender as sender in this case, right?
How can I set the X-OTRS-fields in the form, I mean how OTRS will recognize them? Sorry about the stupid question, but it is a simple form now, so I do not know where and how to put them. Is there any special requirement? Where the X-OTRS-fields are pointing to?

JdM

[crythias]

Without knowing specifics about your form send method, *in general*, the same way you specify "From" is the way you'd specify "X-OTRS-queue".