RE: [otrs] Email

Hello, Use otrs user cron : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null Best Regards, Raphael -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]De la part de Robert Aldridge Envoyé : jeudi 27 septembre 2007 20:23 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Email Thanks for the suggestions. I enabled POP3 access on our Exchange server (limited to internal addresses on our firewall), and it's working fine. OTRS retrieves messages from the Exchange server every 10 minutes. Any way to set the time interval to something different? Thanks, Robert On 9/25/07, Edward Kovarski wrote: Forgot to mention that you can also pipe messages directly into PostMaster.pl via Postfix. It is still in-line with a more complex setup but does eliminate one additional toolset (procmail). On 25-Sep-07, at 10:18 AM, Edward Kovarski wrote: > > Robert, > > You have several options as per http://doc.otrs.org/2.2/en/html/ > x1269.html, > > * POP3 > * IMAP or POP3 via Fetchmail > > The POP3 is most likely the easiest option as you can configure it > fully through the web interface... The fetchmail option is a bit > more complex but achieves the same thing and allows you to use > IMAP. Remember, POP3 and IMAP need to be enabled on Exchange as I > don't believe that they are on by default. > > I'd recommend you start with POP3 as it is suitable for a lot of > people. If you need something more powerful down the line, then > read on. > > Another option is via the command line option documented using > procmail. It requires the most work effort as you need to make > changes on the Unix server and Exchange side but offers a solid > integration and instant auto-responses. Here is a high level > outline of what is involved, > > * If not enabled, turn on .procmail processing in your Unix mail > server > * Create procmail recipe; example in document referenced above > * Setup filtering as per document referenced above for all email > address you want to process -- only required if you want multiple > address, e.g. support@, request@ to automatically go into > designated queues > * Setup routing in Exchange to send otrs@domain.com to your Unix > host, will require setup of sub-domains, e.g. ticket.domain.com > * Create the needed mailboxes on Exchange, e.g. otrs@domain, > support@, request@, alerts@, etc. --- anything you want > * Forward the email address to otrs@ticket.domain.com in Exchange > > This would be the mail flow, assuming that Exchange is your outside > (Internet) facing mail server. > > 1) User emails support@ > 2) Exchange receives message, sees that it needs to forward to > otrs@ticket.domain.com > 3) Exchange looks up routing information for ticket.domain.com, > sees that it needs to send to Unix host > 4) Unix hosts receives messages for otrs@ticket.domain.com > 5) Procmail pipes the message to PostMaster.pl > 6) OTRS processes the message and optionally, via filters, dumps > the message into the proper queue > > The main benefit of this solution is that emails to the various > queues are processed instantly, which is great for customer > feedback, as they get the auto-response within seconds of sending > an email. You also don't have to create POP3 accounts for each > individual email queue as one procmail rule is sufficient. There > are a few other benefits but these are mostly for larger > installations. > > Ed > > > On 25-Sep-07, at 9:31 AM, Robert Aldridge wrote: > >> Thanks for all the help so far. I have OTRS set up and >> authenticating agents and customers against our ActiveDirectory >> server. Awesome! >> >> We use MS Exchange as our email server. I've set up the SMTP >> configuration in OTRS so that tickets and messages get mailed out >> to agents. However, we'd like our customers (internal employees) >> to be able to email problems to ' otrs@domain.com' and have OTRS >> automatically pick up the email and create a ticket. I have >> created the 'otrs' user in ActiveDirectory and configured an email >> account for this user. This user can send/receive email fine >> through our Exchange server. >> >> In trying to follow the directions in the Docs (http:// >> doc.otrs.org/1.3/en/html/receiving-email-cmd.html), I'm getting >> lost. :-( >> >> When I do: >> >> shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl >> >> >> It works fine. The message appears in the queue. So, how do I >> get messages sent to ' otrs@domain.com ' to the OTRS server? >> >> Thanks, >> >> Robert Aldridge >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/