Greetings.

I would like to filter incoming email to corresponding queues within OTRS. I am having difficulty figuring out the process and need a thump with the "clue stick"... I am sure that I am missing a simple part of the equation but it's not clear to me where my process is falling apart.

The server is CentOS with sendmail and procmail installed. At this point, all emails are ending up in the RAW queue. If I test the PostMaster.pl script via cmd line I can get the emails routed to the approprite queue after changing the "To:" field in the test file via:  cat ../doc/test-email-1.box | ./PostMaster.pl

I have read the docs and cannot solve this issue (again, need a thump with the "Clue Stick"). Thanks in advance for your help!

On the OTRS server I have created aliases (all pointing to the otrs user):

# OTRS Aliases
billing:        otrs
install:        otrs
onsite:         otrs
presvccall:     otrs
remotehands:    otrs
slasupport:     otrs
support:        otrs


I have created queues that correspond to the aliases:

mysql> select name from queue;
+--------------+
| name         |
+--------------+
| Billing      |
| Install      |
| Junk         |
| Misc         |
| Onsite       |
| Postmaster   |
| Pre SVC Call |
| Raw          |
| Remote Hands |
| SLA-Support  |
| Support      |
+--------------+

I have set up a .forward in the otrs homedir:

        [root@server1 otrs]# more .forward
        "|exec /usr/bin/procmail"

I have set up a .procmailrc in the otrs homedir:

        [root@server1 otrs]# more .procmailrc
        SYS_HOME=$HOME
        PATH=/bin:/usr/bin:/usr/local/bin
        # --
        # Pipe all email into the PostMaster process.
        # --
        :0 :
        | $SYS_HOME bin/PostMaster.pl

I have also set up the PostMaster filter:

mysql> select * from postmaster_filter;
+--------------+--------+--------+--------------+-------------------------+
| f_name       | f_stop | f_type | f_key        | f_value                 |
+--------------+--------+--------+--------------+-------------------------+
| Billing      |      0 | Match  | Delivered-To | (billing)@localhost     |
| Billing      |      0 | Set    | X-OTRS-Queue | Billing                 |

| Install      |      0 | Match  | Delivered-To | (install)@localhost     |
| Install      |      0 | Set    | X-OTRS-Queue | Install                 |

| Onsite       |      0 | Match  | Delivered-To | (onsite)@localhost      |
| Onsite       |      0 | Set    | X-OTRS-Queue | Onsite                  |

| Pre SVC Call |      0 | Match  | Delivered-To | (presvccall)@localhost  |
| Pre SVC Call |      0 | Set    | X-OTRS-Queue | Pre SVC Call            |

| Remote Hands |      0 | Match  | Delivered-To | (remotehands)@localhost |
| Remote Hands |      0 | Set    | X-OTRS-Queue | Remote Hands            |

| SLA-Support  |      0 | Match  | Delivered-To | (slasupport)@localhost  |
| SLA-Support  |      0 | Set    | X-OTRS-Queue | SLA-Support             |

| Support      |      0 | Match  | Delivered-To | (support)@localhost     |
| Support      |      0 | Set    | X-OTRS-Queue | Support                 |
+--------------+--------+--------+--------------+-------------------------+
14 rows in set (0.00 sec)