[otrs] Email tickets

[Nils Breunese (Lemonbit Internet)]

Oscar Manuel Gómez Senovilla wrote:

  > I'm just testing otrs 2.1.6 in our corporate environment, and I need to
> be certain of what it can and can't do. What I've been asked is:
> 
> - Customers should be able to create tickets by sending an email to a 
> given email address. We manage our server and domain, so if some extra 
> software is needed, we can install it. We're currently using debian 
> sarge.

This is possible. Check the documentation for setting this up.

> But I'm certain that his has the problem that any spammer (or 
> unauthorized person) could mail and overload the server, so I also 
> wonder if this has been taken into account and how to filter this.

This is not a problem specific to OTRS. Anything that receives mail can 
be bombed, even a normal mailbox. OTRS doesn't provide any builtin 
filters, you'll have to deal with spam filtering, etc. yourself. You 
might also want to take a look at the docs on GenericAgent jobs which 
can do some OTRS specific filtering.

> - We wonder how to deal with several sets of customers. We don't want 
> one customer to be able to access (even know) any data of another 
> customer. Do we need to clone the installation directory and customize 
> this copy?

You can serve multiple customers using just one install. Customers can't 
access data that doesn't belong to them.

> - We have a LDAP server, but since we don't expect too many customer 
> accounts, together with filling it with data from people not belonging 
> to our organization, we're not using it with otrs. However, we might be 
> missing some use (apart from simple auth of existing users, which also 
> is not desired, just some few if necessary).

Is this a question?

Nils Breunese.