Hi there,
We have successfully created tickets from inbound e-mails. We're currently
fetching a POP3S account provided by a third party. These are the steps we
followed:
1. Register the e-mail account at
/otrs/index.pl?Action=AdminSystemAddress and associate it with a queue
2. Go to /otrs/index.pl?Action=AdminQueue and make sure the e-mail
account is actually associated with the chosen queue
3. Go to /otrs/index.pl?Action=AdminMailAccount and create a new entry
for the same e-mail account specifying all the info (protocol, username,
password, server, queue). For making sure we can connect to that account
from the OTRS server, we first configured it in an e-mail client on the same
server and made sure we were able to read messages sent to that account
4. Send an e-mail to the e-mail account and then from the same
/otrs/index.pl?Action=AdminMailAccount screen, click on "Run Now" so the
account is fetched by OTRS
5. Go to /otrs/index.pl?Action=AdminLog and make sure that the e-mail
account checking occurs without problems. If is there any problem the log
entry will let you know. If everything goes well, after a coupĺe of minutes
(if it says so at /otrs/index.pl?Action=AgentPreferences), a new ticket
should show up on the chosen queue
Greetings,
Leonardo Certuche
On Thu, Jul 2, 2009 at 2:44 PM, Jon Accornero
Thanks for the info. I'll certainly head in that direction.
I actually have a Fedora10 server as well and tried installing and running it there. I ended up with the same issues. I just can't seem to connect to a mail server and pull in an email and have it create the ticket.
Thanks again, Jon
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *LQ Marshall *Sent:* Thursday, July 02, 2009 3:25 PM *To:* 'User questions and discussions about OTRS.' *Subject:* Re: [otrs] Question regarding inbound email / ticket creation
have not worked OTRS in a winderz environment, so this just speculation. There have been a number of postings on this issue over the time I;ve listened and generally the trouble usually revolves around... perl, installed perl modules, and scheduled tasks.
Unfortunately exactly how this is done on a winderz box I can't say. Maybe this will give you some assistance in where to look.
gl, <long weekend pending T-1h41s>
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Jon Accornero *Sent:* Thursday, July 02, 2009 3:08 PM *To:* otrs@otrs.org *Subject:* [otrs] Question regarding inbound email / ticket creation
I'm rather new to OTRS so forgive me if this has been answered before. I've been struggling with this the last few days.
I have installed a couple of different versions of the Windows flavor of OTRS (including the latest 2.4(beta)) to evaluate it. I have yet to configure OTRS to receive inbound email.
The server I'm pulling from is an IMAP with SSL. Looking at other forums, it appears that this is a problem and doesn't quite work. So I enabled POP3 in a Gmail account that I have and it appears not to work either. I set it up in postmaster account as a POP3S too.
I just need to show people that this thing can pull an email in and create a ticket. Could someone point me in the right direction?
Thanks, in advance, for the help!
- jon
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