Autoforward ticket content to other service provider

[soosanft]

Hello,

I am new to this forum but couldn't find a related article in the forum for my question.
I am not a admin of OTRS, but confronted with a certain problem:

Customer is opening a ticket with certain keywords in the subject - ticket should be moved automatically to a queue, dependent on the keyword
Solution: OK, filter should do - no problem here.

Problem:

Another service provider, with another ticket system should look into this immediately - so can the ticket be despatched to a 3rd party once it is moved by the above filter to a queue - and would the receiver (Service Provider) see the original content?

How can this be setup?

Thank you for your help

br,

Steffen

[soosanft]

Further info:

once the Ticket is automatically added to the queue (based on keyword/subject) - the 3rd party service provider should receive the original e-mail + attachments.

Idea is that a 3rd party service provider is doing the support, but we track in our OTRS the requests as we charge the customer for it.

[RStraub]

You could use the same filter to update a new dynamic field, e.g. "InformThirdParty" and then let a generic agent listen to an update on said field. With that generic agent you can send out emails.

This would however not contain the attachments... to do so (I think) you'd need a custom module. Or you do the forward+copy directly on your mailbox.

[jojo]

Generic Agents will not send mails
the Ticket Notification allows sending the article including the attachments on ArticleCreate Event
Best solution would be a outgoing webservice opening a ticket in a 3rd party system