Ticket update from email

[w4rh0und]

Hi

I know that there are some topics that i found regarding this problem, but i am really confused about this. I would really appreciate it if someone could give me a straight answer.

I have tried already otrs 3.2 on windows/centos and ubuntu. On ubuntu had really bi problems with the pid error and had to delete the send mail process from the database, but the problem kept coming back.

On windows i had problems with replies, and with mail check times to get new tickets.

The only reliable solution for me was centos (which i like best anyway)

I am trying to move my support team from from email on to a ticketing system since it is hard to create reports from emails.

What i am trying to accomplish is this:

We are using exchange as a MTA

client sends a mail on support@example.com (support has a forward for otrs) -> otrs@example.com. The ticket gets created for the client->new ticket notification sent to support@example.com

All members of the support team have own agent username/password and have their email added to the system. If they answer from the web interface all is fine. But i need an option to send a ticket update to the system from their blackberry.

The problem is that i cannot make otrs read/work correctly with the incoming filters. I am doing something wrong.

I found out this in the forums":
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true
But is this for Filter Condition or for Set Email Headers?

I have tried so far: on filter condition to add user1@example.com then set email headers to:
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true

Like this, in the web interface i got the message as agent, email-external, but user1@example.com got a notification of the ticket update.

I tried using:
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true

By adding those headers from exchange transport rules, but don't know what to add in the set email header.

Basically what i need this system to do is:

customer -> otrs -> notification to agents -> reply to notification email from agents blackberry -> otrs logs the update -> sends reply to customer.

Can OTRS do this or we need to look for another solution.

Thank you

[crythias]

viewtopic.php?f=60&t=11247
http://www.otrs.com/en/software/otrs-he ... ce/#c39714

[w4rh0und]

I have read already those post on how some done it.

But i don't understand how to configure those filters to actually work, as you can see what i wrote above. Thing is that i need this to work from email atm. They will be willing to move to the web interface n the future, but for now they want to make sure that this can be achieved by OTRS.

I found out this in the forums":
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true
But is this for Filter Condition or for Set Email Headers?

I have tried so far: on filter condition to add user1@example.com then set email headers to:
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true

Like this, in the web interface i got the message as agent, email-external, but user1@example.com got a notification of the ticket update.

I tried using:
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true

By adding those headers from exchange transport rules, but don't know what to add in the set email header.

If you could give me a working example on this i would really appreciate it. I understand why it is not really recommended but i need a workaround. If i can make this work it would be great.


Thank you

[w4rh0und]

I tried using the following filters:


Filter Condition:
Header 1: otrs@example.com

Set Email Headers:
Header 1: X-OTRS-FollowUp-ArticleType: email-external
Header 2: X-OTRS-FollowUp-SenderType: agent

It appears correctly on the web interface as agent - email-external, but it works incorrectly. It does not send an update to customer, it sends the update to the agent ...

[jojo]

email-external does not send any email in the filter. You need to create notification(events) for this.

Please also note that OTRS is not designed that Agents work via email. For having it working like this, there is a feature add on available for support customers.