Managing Emails outside OTRS

[MaCCa]

Hi All


We have just implemented OTRS (Which is absolutely fantastic) and i'm trying to figure out the best way to transition our personal emails into OTRS without using POSTMASTER. I don't think its suitable to use POSTMASTER as we have a large volume of emails which do not require tickets to be created and an equal amount that do, trying to filter these will be very hard.

Our plan is to 'Train' our users to always email our POSTMASTER fetch account for support by always responding from the POSTMASTER fetch account, but in the meantime i dont want to manually create them.

What I have been doing is simply forwarding the ticket creation emails to our POSTMASTER fetch account and manually changing the CUSTOMER, however this has a flaw in which i cannot reply to the customer (as it came from my email) and have to foward.

Can anyone advise a solution to my Delima? I was thinking if there was a way to forward a job and it could check if the email was one of the agents in the system and look at the next email header as the customer.....


Any help would be greatly appreciated

I should add, i'm not a guru when it comes to development and scripting

[crythias]

I wonder if this might help: http://wiki.otrs.org/index.php?title=Cr ... _API_calls
If you have different CustomerUserID or CustomerID methods, you should adjust this appropriately.

Basically, I take an email, Click Forward, type in the otrs email account, and type
#customer originalcustomeremail@domain.hisdomain

and click send.

I'm not certain I understand "always responding from the POSTMASTER fetch account," ... I just created an email address like "support@..." or "help@..." and either let procmail or fetch/pop do its thing.

[cjseriy]

I have a similar question I guess. I have one corporate email that contains thousands of messages. If I will connect it to OTRS there will be created thousands of new tickets and I dont imagine how will I mannually close them all. Is there a solution?

[crythias]

Warning: if you connect that box, OTRS will pull and delete all the email messages, even if you use IMAP.

[cjseriy]

If I will use PostMaster filter management
Filter Condition
X-OTRS-State-PendingTime: e. g. 2011-01-05 00:00:00
and
Set Email Headers
X-OTRS-State: closed successful

Will it mean that the messages in mailbox received before 2011-01-05 00:00:00 after connecting in OTRS now will not be created as new but will be closed ?

[crythias]

The X-OTRS- header won't exist in emails that were never a part of OTRS.