Re: [otrs] otrs delete email boxes

21 Sep 2010

      Actually, in my experience and to my knowledge, with both mechanisms
OTRS will remove the original messages from the mailboxes. If you want
to keep the original messages for whatever reason, what you can do
best is a two tier approach:

incoming message >> box A >> box B >> OTRS

or alternatively:

Incoming message >> box A >> OTRS
                                          |-->> box B

So you have two mailboxes, box A and box B. In the first scenario, you
create a forward rule that keeps the mail in Box A but sends it
through to Box B. Mail in Box B is processed by OTRS as usual.

The second scenario is that you create a rule on box A where you
forward all incoming mail to box B and archive there, then you process
mail in box A with OTRS.

Michiel Beijen
Senior Consultant

OTRS BV
Schipholweg 103
2316 XC  Leiden
The Netherlands

T: +31 71 8200 255
F: +31 71 8200 254
I:  http://www.otrs.com

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On Tue, Sep 21, 2010 at 7:42 PM, Leonardo Certuche
 wrote:
...
Hello,
IMAP will always remove messages from inbox once downloaded. Try POP3 if you
want to keep them.
About not creating tickets, check your log after clicking on "Run now!",
probably you didn't set default priority so OTRS is unable to create the
expected ticket
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
On 21 September 2010 11:31, DM_Julio Angulo 
wrote:
...
Hi team, i have configured OTRS to download e-mail using imap but does not
create ticket and eliminates this emails from the inbox,
Question:
how i repair; to create tickets, and not delete messages?.
Tnx all
Julio Cesar Angulo Quiroz
Telf.: 997066155
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