Customer User form CC, not from TO

[kropek]

Hi,

i get messages from 3-party web form with a request for help. Sadly i can't change how form is generate. It is as it is.

I get message with:
From: no-replay@3-party-web-form.com
To: helpdesk@mydomain.com
Cc: customermail@customerdomain.com

Can i make mail filter when
Search header field:
from
for value:
no-replay@3-party-web-form.com

Set header:
X-OTRS-CustomerUser
with value:
customermail@customerdomain.com -> but i can't put 1 mail. It will be changing. Some will be new (non existing CustomerUser).

I find that it will be helpfull to us after that ComposeReplaceSenderAddress.

I find some more info but i can't go through:
viewtopic.php?t=26010
viewtopic.php?t=39086
viewtopic.php?t=34420

yes. had to set the mail to

customer
email-external

now it works.

can this be the answer? How to set it up?

[kropek]

If any have any clue or can show me direction i will grateful.

[zzz]

Hello Filip,

You can solve this with a postmaster filter. Search for:

From -> no-replay@3-party-web-form.com
To -> helpdesk@mydomain.com
Cc -> (.*)

And fill X-OTRS-CustomerUser with [***]

What it does: (.*) is a regular expression which gets every character in the Cc field. The [***] pasts the match into the X-OTRS-CustomerUser field.

More information about postmaster filter: https://doc.otrs.com/doc/manual/admin/6 ... 6.2.15.3.1

Best regards
Emin

[kropek]

It works but imo that's can make some bad stuff.

After applying that i get:

Changed customer to "CustomerID=no-replay@3-party-web-form.com;CustomerUser=customermail@customercompany.com;". (CustomerUpdate)

CustomerUser - Great !

CustomerID is from sender and it's not real CustomerID for that CustomerUser. It will make it for all of them that. That means Customer User can see all ticket from 3-party-web-form. That's bad or i miss something (data privacy etc.)