We handle this by changing the CustomerID within the ticket. We only have a few of these each week that we need to do this to, or when an employee departs and we shift responsibility to another user. This sounds to me line you want to do this on ALL tickets?
-----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Grzella, Mark Sent: Thursday, February 6, 2014 5:56 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Nobody an idea? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber -----Ursprüngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC << value >> (sample) Headline 2 : From <<value>> myadr...@mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser <<value>> [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber --------------------------------------------------------------------- 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
