[otrs] Automatically merging email responses into original ticket

[Jeff Lansidel]

Lee,

I am assuming you are using a "linux" server correct? If this is a windows
machine i am not sure what your problem could be.

If you are using linux/unix then check the following.

Have you set up a crontab to check for new mail? i have mine set for 3
minutes with this command: /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null/

Can you run this script from the command line with any results:

[root at ticket ~]# /opt/otrs/bin/PostMasterPOP3.pl

No messages (xxx at xxxx.com@xxx.xxx.com)
Connection to xxx.xxx.com closed.

No messages (xxxx at xxxx.com@xxxx.xxxx.com)
Connection to xxxx.xxxx.com closed.

[root at ticket ~]#

you may be getting errors, you may only know that if you run thatcommnad
from command line or check your /var/log/messages file.

Hope this helps.

Jeff


On 8/25/06, Lee Friedman <lee at stigroup.net> wrote:
>
>  Jeff,
>
> Been testing and trying to get it working for several days now.  I am
> running 2.0.4, and using fetchmail and PostMaster.pl to retrieve mail from
> a POP email account.
>
> Lee
>
>  ------------------------------
> *From:* otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] *On Behalf Of
> *Jeff Lansidel
> *Sent:* Friday, August 25, 2006 12:06 AM
> *To:* User questions and discussions about OTRS.org
> *Subject:* Re: [otrs] Automatically merging email responses into original
> ticket
>
> Lee,
>
> I didn't have to configure anything to make this happen, it was already
> set up that way. Have you tested it yet?
>
> Jeff
>
>
>
> On 8/24/06, Lee Friedman <lee at stigroup.net> wrote:
> >
> >  I was under the impression that OTRS could do this, but cannot find
> > configuration options to set it up.  Here is the scenario.  A ticket is
> > created via the Compose Email/new Ticket web page.  An email is sent to the
> > email address in the "To" field.  The recipient of that email responds back,
> > keeping the subject line intact, so that the Ticket Number remains (after
> > Re:).  I want OTRS when it receives the return email to merge the email into
> > the original ticket.  Is this possible, and if so, where is it configured.
> >
> > Thanks in advance,
> > Lee Friedman
> >
> > -----------------------------------------------------------------
> > ***Lee Friedman - Consultant*
> > Secure Technology Integration Group, Ltd.
> > Ansonia Station P.O. Box 237165
> > New York, NY  10023
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> >
> >
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