Create ticket by sending an email to customer with OTRS email in a copy

[radantuhy]

Hello,
I would need to implement the following behavior:

I have an email from customer who sent me an email directly to personal@mail. I want to reply to that customer@mail and put otrs@mail in a copy. The result I want to archive is that OTRS will create a ticket where customer@mail will be the actual customer and I will be the ticket owner and ticket will be locked to me.

I believe I can acomplish this by creating postmaster filter which will identify email where I am the sender and otrs mailbox is in a copy. Then I believe I could set the X-OTRS-CustomerUser to the address I sent the email to which in our case was customer@mail.

The issue is that I don't know the variable which represents the address I sent the email to.

Maybe there is better solution and I just haven't found it yet.
This personal email should not be integrated into otrs.
Thank you for any help.

[jojo]

Don't use your personal mail. Use OTRS for replying (thats how a ticket system works)

[seberget2]

I have an email from customer who sent me an email directly to personal@mail. I want to reply to that customer@mail and put otrs@mail in a copy. The result I want to archive is that OTRS will create a ticket where customer@mail will be the actual customer and I will be the ticket owner and ticket will be locked to me.

I believe I can acomplish this by creating postmaster filter which will identify email where I am the sender and otrs mailbox is in a copy. Then I believe I could set the X-OTRS-CustomerUser to the address I sent the email to which in our case was customer@mail.

I understand your use-case. I see it not everyday in my work, but at least a few times a week. I would implement this as a

Code: Select all

Kernel::System::PostMaster::Filter

in code. Gives you a lot more control over it. And implement it as an module, a lot easier to do upgrades of OTRS.