Thanks Gergely, That worked out fine, just had to find out how to work out "X-OTRS-ArticleType" and "X-OTRS-SenderType" :)
Thanks and Best Regards, Muhammad El-Sergani. On Thu, Apr 14, 2011 at 8:47 PM, Gergely Polonkai <pol...@w00d5t0ck.info>wrote: > One possible solution comes into my mind, but it requires much work on > several sides. > > 1. Agent Mike must send his mail directly through your company's mail > server, while authenticating himself in a secure way (if that can be said in > the case of SMTP). > 2. The mail server, seeing this, should set an e-mail header, like > X-OTRS-ThisMailIsActuallyFromAnAgent. > 3. An OTRS PostMaster Filter script should set the article type to > Agent-mail-external (or whatever) > > Again, this requires a lot of effort, and maybe your environment can or can > not do this at all. I wish you luck :) > > Best, > Gergely > > > On 2011.04.14., at 15:14, Muhammad El-Sergani <mserg...@gmail.com> wrote: > > > Good point Gerald, dunno how that skipped my mind. > > > > On Thursday, April 14, 2011, Gerald Young <cryth...@gmail.com> wrote: > >> As well, that's considered inherently insecure, because > scriptkid...@spammrs.r.us can also spoof "from" as "From: m...@example.com > " > >> > >> On Thu, Apr 14, 2011 at 4:46 AM, Nils Leideck <nils.leid...@leidex.net> > wrote: > >> > >> On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: > >> > >>> I have a scenario here, and would like to know if there's anyway around > it, and it goes like this: > >>> > >>> • Company name == example.com > >>> • Agents are == Mike, John and Jack > >>> • Customer company == not-example.com > >>> • A customer employee files a trouble ticket, using his email > account == whoe...@not-example.com > >>> • Agent Mike responds from OTRS, using the system's email address > == supp...@example.com, and leaves the office > >>> • Customer employee responds back, requesting further info or an > ETA, or whatever... > >>> • Agent Mike responds back from his cell phone or whatsoever, > using his own mail account m...@example.com > >>> • OTRS is clever enough to understand that all above 4 emails > should be grouped under the same ticket #, as they all have the same hook, > and TT # > >>> • BUT, when viewing the ticket itself, Mike's last email is of > Type "Customer - email external", when it should have been "Agent - email > external" > >>> Is there anyway, to configure OTRS, such that Agents replying from > outside OTRS would be of type "Agent ...", instead of "Customer ..."?? > >> > >> No, not yet. > >> > >> -- > >> Nils Leideck > >> http://webint.cryptonode.de / a Fractal project > >> > >> --------------------------------------------------------------------- > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >> > >> > > > > -- > > > > Thanks and Best Regards, > > Muhammad El-Sergani. > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
