I’m getting soo pissed off…

Is there anyone who can help me out.

The basic question is how can I get external emails into OTRS??????

Anyone?

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

Confidentiality note:  This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Dupuy
Sent: Tuesday, October 27, 2009 1:40 PM
To: otrs@otrs.org
Subject: [otrs] New to OTRS

Still working on the specifics but I’m stumbling on the email settings.  I’m just about ready to go into production, but confused about the email settings.

Specifics:

OTRS 2.4.5

Installed FAQ package

Installed Time package

Using SMTP settings.

Using POP3 postmaster mail account setting to pull our old help.desk@XXX.com emails into the system.

I have 3 users (helpdesk technicians) with their own email addresses.

They get notifications of tickets as expected.

If someone sends a problem to the help.desk@XXX.com email account, the OTRS fetches it, pulls it in… we respond…. The email goes out, with the technicians email account… but now, when the person who originated the issue responds, it goes to the technicians email account… which is not fetched.

Other than using the postmaster mail account, is there any way to get external emails into the OTRS?

Am I making sense at all?

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products.

Vision: To be the leading procurement organization in promotional products and gift novelties worldwide.

Confidentiality note:  This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.