I'm new to the world OTRS and I joined the community because I hope to find some good advice on how to configure email for forwarding to external email in OTRS based on the structure that I am going to describe.
I wrote this post in the italian section too, but nothing
I state:
OTRS version 3.1.1
Using the "Via SendMail" and not "Via SMTP server or smarthost"
I need to manage a lot of offices (10) with several operators for office, but for simplicity would say of just 2.
then:
Office1 -> Queue1 -> Group1 and Role1 <- Agent11, Agent12
Office2 -> Queue2 -> Group2 and Role2 <- Agent21, Agent22
email:
groupMail1@office1 with two agents -> emailAgent11@office1 emailAgent12@office1
groupMail2@office2 with two agents -> emailAgent21@office1 emailAgent22@office2
Association Queue-Mail:
Queue1 - groupMail1@office1
Queue2 - groupMail2@office2
Ticket Management Phone:
Agent11 creates Ticket1, once inserted through the button "Forward", he sends an email with this Ticket1 to an external email for example external1@mail
external1@mail now receiving the Ticket1 from groupMail1@office1 as Sender and here is the question / problem of configuration:
If external1 reply (leaving unchanged the subject of the email), the email is to groupMail1@office1 and it is right in my opinion ...
The question is: which email account I will define in "Postmaster Mail Accounts"?
- groupMail1@office1? but it is a group and not a real mail box
- Both emailAgent11@office1 and emailAgent12@office1?
- Define a third service account (i.e. emailService1@office1) belonging to groupMail1@office1?
Last question:
for Office2 I will create the same structure as in "Postmaster Mail Accounts" of Office1 with the necessary changes?
I hope I have explained my problem clearly right now and I thank those who have the patience to read and respond.
thanks again
Bye
iamneo