Personal work inbox -> Company inbox

[arjantent]

Hello,

I have a question:

When someone's gets an email in hes personal work inbox. But he has to sent it to the company inbox to get it in OTRS.
So he can forward it in hes outlook, but then the ticket shows the name or the worker instead of the one who actually send it in the first place.
Is there something that it will show the original sender?

Hope u understand my question.

Thanks in advance,

Arjan

[StarDestroyer]

Depending on your mail server settings, you can give the agent access to move messages into the helpdesk mailbox rather than forward them.

For example, if you're running Exchange 2010, you can give your IT User(s) full access to the helpdesk mailbox. (In the Exchange Management Console, right click on the Helpdesk mailbox and choose "Manage Full Access Permission...". Add your IT users here. If they're running Outlook 2010, a new mailbox should automatically show up. They can expand that mailbox and view the "Inbox" (I've personally flagged it as a "favorite" folder so it show up in the Favorites section of Outlook and is [almost] always visible). Your IT users should then be able to drag and drop messages into that inbox in order to have them created as help desk tickets. The original sender should be preserved.

This has the added benefit that if the OTRS email import isn't working for some reason, they'll still be able to see any helpdesk tickets that are sent in.

[reneeb]

Many Mailclients support "bounce" besides "forward". If your mailclient does support "bounce", the agents should use that feature. That way, the original headers are kept...