Hi
I new to JSM and have a requirement which I wasn't able to fulfil. My current workflow with JSM is as follows:
1. User submits an online support form (Wordpress + Contact Form 7)
2. An email is generated and sent to support@domain to notify support team of a new request. This email has a Reply-To: header which contains the email address of the user submitted the online form.
3. JSM is configured to access the support@domain using IMAPS protocol.
4. A new ticket is created in JSM
5. The ticket is reviewed and assigned to a specialist based on the ticket content.
6. Ticket addressed and Closed
The issue that I have is that I can't figure out how to configure JSM to use the Reply-To header to assign the ticket owner to. As the form contents are emailed from the service email account, JSM recognises all tickets to come from the same ticket owner/creator. I would like the ticket owner/creator to be based on the Reply-To header and not on the From header. How / where Do I configure this? Is there a better / easier way to do a ticket generation from the Contact Form 7?
Thanks for your help
Andriej
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