Martin Edenhofer wrote: Hi,
Autoresponse: * Check if the emails to the user otrs appears in the OpenTRS system * Check if there is a autoresponse (auto reply) for this queue configured * Check /var/log/messages (OTRS-LOGs) * Check the /var/log/mail file (logfile of the MTA)
Tha emails get in and are put in the Raw Queue. This queue is configured for an automatic respond. There are no errors in the message file and therefore no entries in the maillog.
Notify mails (to the agents - new ticket/got follow up): * Only "custom queues" will get notifications * Check if the agent enabled notifications (AgentView::Preferences of AdminView::User) * If a new ticket is in a users "custom queue" but the user got no notification, check the /var/log/messages and /var/log/mail
Same procedure as above. I have the Raw queue in my "custom queue" list and notification enabled.
If you need more help (don't be shy), it would be nice to know:
a) Is the OpenTRS system able to receive email (means, emails appear in the OpenTRS system).
b) The MTA (Sendmail, Postfix, qmail, ...)
c) OS System
a) Yes. No Problem at all. The first configuration was only with a | to the Postmaster.pl and currently I have it running with Procmail to do some more sorting. b) Exim c) Debian Linux (of course) d) OTRS 0.5 BETA 5
Martin
have fun, bye!tom -- Tom Schroeder Systemadministrator _____________________________________________________________________ TILL.DE Internet Solutions fon 0531 . 39023921 Arlette S. Riediger fax 0531 . 39023929 Hamburger Str. 273a mailto: ts@till.de 38114 Braunschweig http://www.till.de