Some inbound calls are handled by an external call center. They send an email to our helpdesk application (OTRS), which creates a new ticket for this. We need an OTRS Addon to process these mails. It should ...
- change the type from "email-external" to "phone"
- assign to an already existing customer, if possible (e.g. matching phone number)
- beautify subject and text, incl. our signature (e.g. regular expressions or template)