On 9/25/07, Edward Kovarski <edward.kovarski@groupkae.com> 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
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>> => http://www.otrs.com/
>
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