Hi all again, I've tried to use "X-OTRS-State: new" in procmail and it seems, that ticket is not beeing set to status new (previously and current is state open). howcome? MfG, Alex
Hi Alex, Alex Mihicinac wrote:
I've tried to use "X-OTRS-State: new" in procmail and it seems, that ticket is not beeing set to status new (previously and current is state open). howcome?
Take care that you do not remove all X-OTRS-Header in .procmail (this is done in the default procmail - security). And if you use bin/PostMasterPOP3.pl take care that the "trust" option is set to "yes". Other way no X-OTRS-Header will be used.
Alex
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Hi Martin, Martin Edenhofer wrote:
Take care that you do not remove all X-OTRS-Header in .procmail (this is done in the default procmail - security).
I do not remove X-OTRS headers with procmail, actually I can see them if i look at "plain" mail in OTRS. Those are the headers that can be viewed in OTRS: X-Otrs-Queue: *something* X-Otrs-Ticketkey1: *something* X-Otrs-Ticketvalue1: *something* X-Otrs-State: new Maybe I didn't explicite enought, that I'd like set ticket status to NEW when followup comes.
And if you use bin/PostMasterPOP3.pl take care that the "trust" option is set to "yes". Other way no X-OTRS-Header will be used.
I don't use POP3, but thatnks for explaining that too! MfG, Alex
participants (2)
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Alex Mihicinac -
Martin Edenhofer