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Multiple users using same account simultaneously
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With business gmail - Google apps - we have the ability to have multiple people log in from different locations/devices simultaneously to one account - the scenario is sort of a help desk type situation where depending on who is requesting what the relevant tech can responsd and then as it's email other techs can follow and pickup/pipe into the thread if necessary. How would we do that in Mdaemon?
Thannks in advance for your attention to this.
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Arron Staff
There are a couple of ways you can do this. The one I think works best is to use a public folder with the option enabled for "Assign a unique ticketing number to messges" with a submission address set. With this enabled, when a user responds to a message in the public folder the response will be sent from the submission address that is configured for the public folder and a copy of the sent message will be saved in a sub folder of the public folder.
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Hello I did setup such a ' shared ticketing' account, with a public folder and ticketing number
It's seem to work well.
Remark
Just for your information if a user from an other domain (xy@test.com) has access to the 'ticketing' public email folder (ticket@domain.com) and respond to an received email then the response 'from email' has not been changed to ticket@domain.com but was xy@test.com
Question
Is it possible to have an alias on the 'ticketing' public email folder submission email = ticket@domain.com and alias = sales@domain.com ? And when responding to an email, the from is changed acordingly to the received email/alias. Emails sent to ticket@domain.com are replied from ticket@domain.com and emails sent to sales@domain.com are replied from sales@domain.com.
I understand that an easy solution is to setup a second ticketing public folder, but having a single public folder would suit best our needs.
Thanks
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Arron Staff
Yes, in the limited amount of testing that I've done, you can, but it will require that you manually edit some files. I would reccomend that you test this thoroughly before implementing in a live environment.
I'm assuming you already have the public folder setup with ticket@domain.com configured as the submission address and its enabled for ticketing. Create an alias for sales@domain.com = ticket@domain.com. The easiest way is to edit the MDaemon\app\alias.dat file with your favorite text editor. I use Notepad++. The entry will look like the following:
sales@domain.com = ticket@domain.com
Save the file.
Then edit MDaemon\app\cfsysrules.dat file. There are 3 rules for each public folder that is configured for ticketing (RuleTicketing-1-ticket, RuleTicketing-2-ticket, RuleTicketing-3-ticket). You'll need to create a set second set of rules for sales, and then make some additional changes. There are a lot of changes to make here so it is probably easiest to just copy what I have below, and replace the existing 3 rules. You'll have to change domain.com to your actual domain name in all of these rules.
[RuleTicketing-1-sales]
RuleName=SYSTEM - Modify FROM on outbound emails
Enable=Yes
ThisRuleCondition=all
ProcessQueue=BOTH
Condition01=SUBJECT|reg exp|AND|\{sales [A-Z0-9]{11}\}.*|
Condition02=X-MDaemon-Deliver-To|is not equal to|AND|ticket@domain.com|
Action01=header search and replace|"From","<.*@domain.com>","<sales@domain.com>","0,1"
Action02=remove header|"Reply-To", ""
Action03=copy to public folders|"ticket/Replied To"
Action04=skip rule|"1"
[RuleTicketing-1-ticket]
RuleName=SYSTEM - Modify FROM on outbound emails
Enable=Yes
ThisRuleCondition=all
ProcessQueue=BOTH
Condition01=SUBJECT|reg exp|AND|\{ticket [A-Z0-9]{11}\}.*|
Condition02=X-MDaemon-Deliver-To|is not equal to|AND|ticket@domain.com|
Action01=header search and replace|"From","<.*@domain.com>","<ticket@domain.com>","0,1"
Action02=remove header|"Reply-To", ""
Action03=copy to public folders|"ticket/Replied To"
[RuleTicketing-2-sales]
RuleName=SYSTEM - Redirect tagged inbound emails
Enable=Yes
ThisRuleCondition=all
ProcessQueue=LOCAL
Condition01=SUBJECT|reg exp|AND|\{sales [A-Z0-9]{11}\}.*|
Condition02=FROM|does not contain|AND|<sales@domain.com>|
Condition03=X-MDaemon-Deliver-To|contains|AND|@domain.com|
Action01=header search and replace|"X-MDaemon-Deliver-To",".*","ticket@domain.com","0,1"
Action02=header search and replace|"X-MDRcpt-To:",".*","sales@domain.com","0,1"
Action03=skip rule|"3"
[RuleTicketing-2-ticket]
RuleName=SYSTEM - Redirect tagged inbound emails
Enable=Yes
ThisRuleCondition=all
ProcessQueue=LOCAL
Condition01=SUBJECT|reg exp|AND|\{ticket [A-Z0-9]{11}\}.*|
Condition02=FROM|does not contain|AND|<ticket@domain.com>|
Condition03=X-MDaemon-Deliver-To|contains|AND|@domain.com|
Action01=header search and replace|"X-MDaemon-Deliver-To",".*","ticket@domain.com","0,1"
Action02=skip rule|"2"
[RuleTicketing-3-sales]
RuleName=SYSTEM - Tag inbound emails
Enable=Yes
ThisRuleCondition=all
ProcessQueue=LOCAL
Condition01=X-MDRcpt-To|is equal to|AND|sales@domain.com|
Action01=header search and replace|"Subject",".*","{Sales $GEN_GUID$} $0","0,1"
Action02=skip rule|"1"
[RuleTicketing-3-ticket]
RuleName=SYSTEM - Tag inbound emails
Enable=Yes
ThisRuleCondition=all
ProcessQueue=LOCAL
Condition01=X-MDaemon-Deliver-To|is equal to|AND|ticket@domain.com|
Action01=header search and replace|"Subject",".*","{ticket $GEN_GUID$} $0","0,1"Save the file and then restart MDaemon.
