Updated 28/05/2011

Starting with version 5.4, changes have been made which render previous of methods of sending email notifications inoperable. In fact if you upgrade from a previous version to 5.4, your notifications will break.

Cerberus 5.4 brings a new functionality called Virtual Attendants. This is what you’ll need to use from now on.

1. Click on Groups.
2. Select a group you’ve created.
3. Click on the Virtual Attendant tab.
4. Create a new behavior of the type “New message on a group conversation”.
5. Add an Action, and call it something like Relay.
6. Add the action “Relay to external email”.
7. Tick the email addresses you want to relay to.
8. Click Save Changes.

That it! Per worker Virtual Assistant rules are not required for this to work.

There are additional tags you can include in your email replies which can do funky things.

Refer to the link for more details.

http://wiki.cerb5.com/wiki/5.4#Email_Relay_.28Mobile.29

Cerberus Helpdesk out of the box isn’t able to accept mails that are redirected or resent to it.
In order to make this happen, you’ll need to modify cerb5/api/app/Parser.php and add in a few lines of code. You’ll find this block of code at line 109 (in Cerb 5.4.1). Line numbers for previous version will vary but if you search for “ReturnPath” it should take you there.

@$sReturnPath = $this->_headers['return-path'];
@$sReplyTo = $this->_headers['reply-to'];
@$sFrom = $this->_headers['from'];
@$sResentTo = $this->_headers['resent-to'];

$from = array();

if(!empty($sReplyTo)) {
$from = CerberusParser::parseRfcAddress($sReplyTo);
} elseif(!empty($sFrom)) {
$from = CerberusParser::parseRfcAddress($sFrom);
} elseif(!empty($sReturnPath)) {
$from = CerberusParser::parseRfcAddress($sReturnPath);
} elseif(!empty($sResentTo)) {
$from = CerberusParser::parseRfcAddress($sResentTo);
}

That’s all that’s needed! You can now redirect/resend your mail from your mail client straight into Cerberus.

Tested on Cerberus Helpdesk 5.4.1