Troubles posting emails as tickets (receiving mails)
Hi there, I'm succesfully using fetchmail to pass email from an IMAP account to the local "otrs" user account. However, the otrs application never picks up the mail from the local user account to the application. What do I need to look for? I'm guessing that otrs has a process running all the time (daemon?) that will check into the otrs local user account for email, is this right? If so, how can I make sure this process is running properly (restart it)? The only thing I needed to do, when working with the virtual environment, was to pass the email to the otrs user account, then the otrs application did the rest by posting them as new tickets. But in this production environment the last part is not working; even though the email gets to the otrs user, it never gets posted on the application. I'm doing maintenance to a production server running 1.3.2 (not allowed to upgrade), and I need to set up otrs' "receiving mail" capabilities. I was successful in doing so when I was working in a virtual machine with a brand new installation (1.3.2 also); however, I cannot get it to work in this production environment. Thanks a bunch in advance, Tona.
Hi, I did some research, and I found that is procmail (used with .procmailrc provided) which pipes the mails into Postmaster.pl, which then post them into the app (otrs). And not a daemon process as I previously thought. It turns out that I didn't have the .procmailrc file in the ~otrs (home dir). Well I got the file from another machine with otrs installed (and running), but I'm still not able to get it to work properly. It seems like procmail is not being called.. How can I make sure that procmail is being called after the user receives new email? Thanks, Tona ----- Original Message ----- From: Tonatiuh Medina To: otrs@otrs.org Cc: Tonatiuh Medina Sent: Monday, March 05, 2007 3:50 PM Subject: Troubles posting emails as tickets (receiving mails) Hi there, I'm succesfully using fetchmail to pass email from an IMAP account to the local "otrs" user account. However, the otrs application never picks up the mail from the local user account to the application. What do I need to look for? I'm guessing that otrs has a process running all the time (daemon?) that will check into the otrs local user account for email, is this right? If so, how can I make sure this process is running properly (restart it)? The only thing I needed to do, when working with the virtual environment, was to pass the email to the otrs user account, then the otrs application did the rest by posting them as new tickets. But in this production environment the last part is not working; even though the email gets to the otrs user, it never gets posted on the application. I'm doing maintenance to a production server running 1.3.2 (not allowed to upgrade), and I need to set up otrs' "receiving mail" capabilities. I was successful in doing so when I was working in a virtual machine with a brand new installation (1.3.2 also); however, I cannot get it to work in this production environment. Thanks a bunch in advance, Tona.
Tonatiuh Medina wrote:
I did some research, and I found that is procmail (used with .procmailrc provided) which pipes the mails into Postmaster.pl, which then post them into the app (otrs). And not a daemon process as I previously thought.
There are two possibilities: procmail piping the mail into Postmaster.pl or a cronjob using PostmasterPOP3.pl that fetches mail from a mailbox every couple of minutes. Do you know which of those two methods you're using? See chapter "7.1 Receiving emails" in the docs for more info: http:// doc.otrs.org/2.1/en/html/x1215.html Nils Breunese.
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Tonatiuh Medina schrieb:
I'm succesfully using fetchmail to pass email from an IMAP account to the local "otrs" user account. However, the otrs application never picks up the mail from the local user account to the application.
What do I need to look for?
Hi there, maybe you want to use an IMAP-Account directly from the OTRS? The advantage is that there's no trouble with fetchmail, procmail etc. the disadvantage (if it is one) is, that it requires a few more perl modules. There's an opm-package for the 2.1-Framework. With a few changes you may use it in an earlier version. As a matter of fact we did use it in 1.3.2 [*] but we had to change it for 2.x. Anyway, the package can be found here (I'm posting the direct links since this page is available just in German): (1) Accessing IMAP-Accounts from OTRS: http://www.cape-it.de/downloads/Postmaster_IMAP_Account-1.0.1.tar.gz #uses IO::Socket::SSL and Mail::IMAPClient (2) Accessing both, POP3 and IMAP from OTRS http://www.cape-it.de/downloads/PostmasterMailAccount_0.0.8.zip #requires IO::Socket::SSL (when using POP3S or IMAPS), Mail::POP3Client and Mail::IMAPClient [*] can still be found here: http://www.stunet.tu-freiberg.de/~riba/download/otrs_1_3_IMAP_Modul.tgz regards, Torsten - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFF7sfBvXo8m5PgoXQRAsZ9AJsGw88ATy7Y/fQWEDV9L30i3Iiy3wCfdCfd UnvgL1csNGrrrMON/9YRybM= =nnsa -----END PGP SIGNATURE-----
participants (3)
-
Nils Breunese (Lemonbit) -
Tonatiuh Medina -
Torsten Thau