PostMaster Filter - get CC field value

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Wojtek
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PostMaster Filter - get CC field value

Post by Wojtek »

Hi,

A problem description:

Some customers send emails (tickets) on private agent's email addresses, so agents need to use: New email ticket to register them in OTRS.

I would like to make it possible to just forward a message to the queue.
So I image that it could work like an agent forwards the message, and fields are:

From: agent email address
To: Queue address
Cc: Customer address (who sent email)

Then in OTRS, in PostMaster Filter Management, I would like to add a rule:

If email from Agent X
and Cc value is not empty

set customer = Cc value

My questions are:

1. how to check, if cc field value is not empty?
2. how to change the customer of the ticket for the one from Cc field?

In Filter Condition, Header1, I can find Cc, but what put into value1?
Than in Set Email Headers, Header1, there is: X-OTRS-CustomerUser or X-OTRS-CustomerNo and the same problem.

(OTRS is configured with LDAP to get agents and customers).

Regards,
Wojtek
OTRS 3.3.8
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Wojtek
Znuny newbie
Posts: 26
Joined: 17 Mar 2014, 12:11
Znuny Version: 3.3.8
Real Name: Wojciech
Company: UKE

Re: PostMaster Filter - get CC field value

Post by Wojtek »

I managed to recognize if cc field is empty, I put regexp into Cc value:

Filter Condition
Header 1: Cc Value 1: \\*@domain.com

I'm still looking the way to read this CC value and use it in Set Email Headers section.

Can anybody help me please?

Regards,
Wojtek
OTRS 3.3.8
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reneeb
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Re: PostMaster Filter - get CC field value

Post by reneeb »

You should train your agents to "bounce" the mails, not forward. Most mail clients should have that functionality.

When a mail is bounced, the (original) sender is preserved.
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Wojtek
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Posts: 26
Joined: 17 Mar 2014, 12:11
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Company: UKE

Re: PostMaster Filter - get CC field value

Post by Wojtek »

Thank You for the answer.

I am using MS Outlook 2007 and according to Your direction, I found this:
http://help.unc.edu/help/instructions-o ... nce-email/

Anyway, it's not working.

Bouncing email would be great, but at the moment I can achieve that only by setting automatic rule. Unfortunately it won't do the trick, because not all emails from private box must be bounced.

What else could be done then?

Regards,
Wojtek
Last edited by Wojtek on 08 Aug 2014, 08:51, edited 1 time in total.
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Re: PostMaster Filter - get CC field value

Post by reneeb »

To use a matched value in the set section, you have to put the match expression in parens:

(.*\@domain.com)

and then use "[***]" in the set section.
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Re: PostMaster Filter - get CC field value

Post by reneeb »

Ok, "bounce" was the wrong term. I've meant "redirect": http://email.about.com/od/outlooktips/q ... direct.htm
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Wojtek
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Re: PostMaster Filter - get CC field value

Post by Wojtek »

Redirect - sending email as another person is not allowed by the email server.

With PostMaster filter there is general problem modifying headers. No matter you change X-OTRS-CustomerNo and X-OTRS-CustomerUser, there is still problem answering ticket, because it is sent to the email that is in from field (the same situation happens when changing customer within OTRS-answer is still sent according to from).

Thank You for all ideas, maybe got some more? :->

Regards,
Wojtek
Last edited by Wojtek on 08 Aug 2014, 15:58, edited 1 time in total.
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Re: PostMaster Filter - get CC field value

Post by reneeb »

Then develop a postmaster filter module (a Perl module) that changes the From field.
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