Yes, I am using Fedora Core 5. The problem isn't getting respnse emails
into the system, the problem is that the response (with the subject line Re:
[Ticket #:xxxxxxxxxxxx] generates a new ticket instead of merging into the
original ticket. The PostMasterPOP3.pl command sucessfully retrieves emails
from the POP mail account (which is hosted by an external provider).
Lee
_____
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff
Lansidel
Sent: Friday, August 25, 2006 10:26 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Automatically merging email responses into original
ticket
Lee,
I am assuming you are using a "linux" server correct? If this is a windows
machine i am not sure what your problem could be.
If you are using linux/unix then check the following.
Have you set up a crontab to check for new mail? i have mine set for 3
minutes with this command: /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null/
Can you run this script from the command line with any results:
[root@ticket ~]# /opt/otrs/bin/PostMasterPOP3.pl
No messages (xxx@xxxx.com@ xxx.xxx.com http://xxx.xxx.com )
Connection to xxx.xxx.com closed.
No messages (xxxx@xxxx.com@xxxx.xxxx.com)
Connection to xxxx.xxxx.com http://xxxx.xxxx.com closed.
[root@ticket ~]#
you may be getting errors, you may only know that if you run thatcommnad
from command line or check your /var/log/messages file.
Hope this helps.
Jeff
On 8/25/06, Lee Friedman wrote:
Jeff,
Been testing and trying to get it working for several days now. I am
running 2.0.4, and using fetchmail and PostMaster.pl to retrieve mail from a
POP email account.
Lee
_____
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff
Lansidel
Sent: Friday, August 25, 2006 12:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Automatically merging email responses into original
ticket
Lee,
I didn't have to configure anything to make this happen, it was already set
up that way. Have you tested it yet?
Jeff
On 8/24/06, Lee Friedman wrote:
I was under the impression that OTRS could do this, but cannot find
configuration options to set it up. Here is the scenario. A ticket is
created via the Compose Email/new Ticket web page. An email is sent to the
email address in the "To" field. The recipient of that email responds back,
keeping the subject line intact, so that the Ticket Number remains (after
Re:). I want OTRS when it receives the return email to merge the email into
the original ticket. Is this possible, and if so, where is it configured.
Thanks in advance,
Lee Friedman
-----------------------------------------------------------------
Lee Friedman - Consultant
Secure Technology Integration Group, Ltd.
Ansonia Station P.O. Box 237165
New York, NY 10023
-----------------------------------------------------------------
This message is for the named person's use only. It may contain
confidential, proprietary or legally privileged information. No
confidentiality or privilege is waived or lost by erroneous transmission. If
you receive this message in error, please immediately delete it and all
copies of it from your system, destroy any hard copies of it and notify the
sender. You must not, directly or indirectly, use, disclose, distribute,
print, or copy any part of this message if you are not the intended
recipient. Secure Technology Integration Group, Ltd. reserves the right to
monitor all e-mail communications through its networks.
_______________________________________________
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
http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
=> http://www.otrs.com/ 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 orr consulting for your OTRS system?
=> http://www.otrs.com/ http://www.otrs.com/
