Ticket detection based on Mailadress

[prauscher]

Hey,

currently, OTRS supports Detection of the Ticket in the Subject-Header (which does not look very nice, especially in a non-technical environment) or by References-Header (which works good, but some stupid Mailers seem to ignore them).
How about a detection by Mailadress? For each outgoing Mail, we add the Ticket-ID to the From-Mailadress - either by giving a dedicated Hostname for that (eg. 10131456@tickets.example.com) or by using an extension (eg. support+10131456@example.com). When a reply arrives, it will be quite easy to detect which Ticket this message refers to.
I am not yet really sure how good/bad the idea is - in basic scenarios it should work better than parsing the References-Header and not as obvious as changing the subject.

Opinions?

prauscher

[jojo]

sounds like a interesting idea. (As far as I remember another tool uses the same logic).

I would use the second way and look forward to your pull request on github

[crythias]

The challenge is how to talk to your Exchange admin to accept wildcard email addresses.

I don't want to disagree with it as an option, but the receipt of such emails is in itself an issue, especially for those of us who use a spam filter or archiving service that relies on the To: and are charged for individual mailboxes if the aliases aren't assigned to the main box.

[prauscher]

Hey,

I use postfix on all Hosts - wildcard-Hosts (for the first Opinion) are no problem and even in its default configuration, most MTAs simply ignore everything following a "+" in the local part. I do not know exchange at this part, but that is of course a problem of MTAs admin.

prauscher

[crythias]

The other issue that I see is the auto-populate on the customer's Outlook/Email client.

If my goal is to create new tickets for new cases, I can't have my customers reuse addresses to create tickets.