Hi, we have email fetching enabled which monitors a helpdesk mail box i have set up. We have been forwarding emails from our clients to this helpdesk email address which automatically creates tickets for us. The problem though is that when i forward the email, the ticket is opened as my ticket, where i want the ticket to be automatically set as being opened by the client i forwarded the email from, and assigned to me.
I was thinking that i can parse the body of the email to extract the information on who is was forwarded from to obtain the client information, and use the From of the email to obtain the staff member to assigned the case to.
Which files do i need to modify to parse the email as it is being processed after fetching?
Thanks.
