[SOLVED] Redirect mail from personnal mailbox to OTRS

[Rick]

Hello everybody,

It happens very regularly that I receive mails on my personal inbox. So what I do is that I redirect these mails into the OTRS mailbox.
The problem is that when I do that , for OTRS i am the sender of the email.
Knowing that in the body of the email there is the initial sender email, can we create a ticket by retrieving the email in the body ?

Thanks for help.

[jojo]

use the bounce or send as new functionality of your mail client

[Rick]

What do you mean by send as new functionality of your mail client ?
It's possible to solve this with filter ?

[jojo]

please show the plain text of an article and which value you would like to use for the CustomerUserID


My advice is to use functionality of the mail client and not OTRS to solve this issue

[Rick]

For exemple i have an email with the body:
This is a test

And when I transfer to OTRS, i have in the body:

----- Mail transfered -----
From: "Someone" <someone@mail.com>
To: support@mail.com
Sended: Jeudi 30 Avril 2015 13:44:59
Object: Test

This is a test


I want to get the 'From' header which is in the body for setting the value of CustomerUserID and for CustomerUserMail

[crythias]

viewtopic.php?t=16121

[Rick]

it seems to be that, but I don't understand how it works.

[crythias]

When you press forward, you'd type in the code that you're using to redirect sender...

click forward
type
#customer: realcustomer@realdomain

click send
Postmaster filter finds
#customer:
then sets the sender/customer as the realcustomer@realdomain

... That's the thought anyway.

[Rick]

Thanks to you I have already succeeded to get something right with filter.

Header 2 - Body - email : (.*)
Action
Header 1 - X-OTRS-DynamicField-location - value: [***]

and in my (test) body i have :
email : test@test.com
--> It's work good.

But in the body i have : 
From: "Somesuer" <someuser@domain.com>
And i want to get just what is there between <> (someuser@domain.com)
It's possible ? if yes, how can I do this ?

[crythias]

I recommend regexpal.com to test things...

From:.*<(.*)>
might work.


But! it's going to find all instances of "From:" so ... if there's a long thread here, it's not optimal.

[crythias]

As an example of the concern:

"Jane Doe" <JaneDoe@example.com> sends you the following:
Hi, techs, I got this email thread:

From: "Bad Sender" <badsender@spammer>
...

So now you click forward... who is the customer?

[Rick]

It's not the first instance he find ?

In any case, thank you.