Re: [otrs] Regarding PostMaster Filter Management

Well, one of the good things about OTRS is that it does a good job at managing incoming e-mails. Just Monday I was on-site at a client and they told me they switched from BMC's Magic product (which is currently called BMC Service Desk Express) in favour of OTRS because that did not have proper support for handling incoming e-mails, so agents needed to cut & paste incoming email in order to create tickets. And of course, there was the license cost issue too... but that was not their primary reason. So yeah, if you want to poll a mailbox and create tickets from that, please add a mail account under Postmaster Mail Accounts, or if you are more unix-minded do it via procmail or so. You can create a default queue for incoming e-mails, or you can move them to a specific queue using the postmaster filters. ((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF On Thu, Apr 29, 2010 at 3:02 AM, An Me wrote:

Soo if customer interface is philosophical/in real time customer doesn't use it...does it mean that anybody can send an email to the otrs system..?? Or for each valid e-mail address the admin has to set filter settings to relevant queues??

On Wed, Apr 28, 2010 at 4:33 PM, Arthur de Pauw wrote:

...

Correct, I guess that's why it's called "postmaster" filter. bests arthur

On Wed, Apr 28, 2010 at 1:01 PM, An Me wrote:

...

Hi Arthur,

ya..I was talking abt customer interface...so it is like the customer will be sending e mails to an otrs sytem (xxx@yyy.com) which will be filtered using the filter magmnt module..is it??

Regards, An

On Wed, Apr 28, 2010 at 3:57 PM, Arthur de Pauw wrote:

...

What do you mean with "customer sends to a queue" in our system, a customer sends an email to "support.XX@example.com". OTRS fetches the mail every X minutes and then processes the mail according to the rules. Or are you talking about the customer interface? If so, please say so. We don't use the customer interface really. But that's a philisophy thing ;-) bests arthur

On Wed, Apr 28, 2010 at 12:03 PM, An Me wrote:

...

Hi,

but customer always sends to a particular queue...& not any mail id.. Here in the example the customer is sending to a mail id...bt how is it possiblee..??as the customer can send only to a queue.

Regards, An

On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw wrote:

...

Hi, In the postmaster mail account setup, you can actually choose to dispatch to a certain queue by choosing "Dispatching by selected queue". What the example really says is that when mail is send to either me@example.com or to test@example. com that queue is set to some queue. We use filtering a lot. Our OTRS checks a whole bunch of mail addresses. And we build filters like: To: support.XX@example.com From: some-client@somewhere.com Where XX is a country code. In this way, we can distribute mails from the same company in various countries to the right queues - and thus, the right agents. No manual intervention is needed for that anymore. bests arthur

On Wed, Apr 28, 2010 at 8:16 AM, An Me wrote: > > Hi All, > > In the filter management module,one example is given like, > > Match > Header 1: Value: > Set > Header 1: Value: > But in OTRS, the customer is only able to send to a particular queue and not to any particular mail id. > So how can such a filtering as mentioned above work where if the "To" is to a particular mail id (but usually it will be to a queue & not mail id)...it is forwarded/filtered automatically to a particular queue??...or is it possible?? > > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

-- cheers, arthur

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

-- cheers, arthur

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

-- cheers, arthur

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF