How to change the automatic deleting of emails in outlook when creating tickets automatically from emails
Hello there, Maybe a dummy question, but here is the problem I have now: Lets say I have one email. Tickets are generated from that email. The problem is that once the ticket is created, the email (in outlook) is gone. Do you know if there is a parameter I can change to avoid that ? I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to "Yes" the email is still deleted (and the ticket is not created but that is normal :) Many thanks for any kind of response! Greetings Philippe PS : my goal is to do a filtering for internal messages only and to keep them. Internal messages should not be created as tickets but have to stay in Outlook. Messages that comes from customers (=external) should be created as tickets and deleted from Outlook. Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier@wipo.intmailto:Philippe.Martignier@wipo.int Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.
Hi Philippe,
There is no setting in OTRS that will help you with this; OTRS can
read emails from IMAP and POP mailboxes but will always delete those,
in order to prevent duplicate tickets and such.
I would recommend to set up a separate mailbox for OTRS. Now, on the
existing mailbox, create a filter that will forward the email to OTRS
based on your criteria (probably something like IF from !=
mydomain.example THEN FORWARD to otrs) and have OTRS process it.
Hope this helps,
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Deutschland
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more
about OTRS at booth no. 12 from Nov 24-25, 2009!
On Wed, Nov 18, 2009 at 5:20 PM, Martignier, Philippe
Hello there,
Maybe a dummy question, but here is the problem I have now:
Lets say I have one email.
Tickets are generated from that email.
The problem is that once the ticket is created, the email (in outlook) is gone.
Do you know if there is a parameter I can change to avoid that ?
I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to “Yes” the email is still deleted (and the ticket is not created but that is normal J
Many thanks for any kind of response!
Greetings
Philippe
PS : my goal is to do a filtering for internal messages only and to keep them.
Internal messages should not be created as tickets but have to stay in Outlook.
Messages that comes from customers (=external) should be created as tickets and deleted from Outlook.
Philippe Martignier
Communications Division
Customer Service Section
Email : Philippe.Martignier@wipo.int
Phone : 00 41 022 338 72 36
Building : GB I
Office : 2,4
World Intellectual Property Organization Disclaimer:
This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.
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Hi Philippe,
To work around, I think you could probably set up an e-mail forwarding which forwards all e-mails to another mailbox when they come into your mail server. Maybe this is a easy way to achieve those e-mails.
Regards,
Jack
-----Original Message-----
From: Michiel Beijen [mailto:mb@otrs.org]
Sent: Friday, November 20, 2009 4:04 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] How to change the automatic deleting of emails in outlook when creating tickets automatically from emails
Hi Philippe,
There is no setting in OTRS that will help you with this; OTRS can
read emails from IMAP and POP mailboxes but will always delete those,
in order to prevent duplicate tickets and such.
I would recommend to set up a separate mailbox for OTRS. Now, on the
existing mailbox, create a filter that will forward the email to OTRS
based on your criteria (probably something like IF from !=
mydomain.example THEN FORWARD to otrs) and have OTRS process it.
Hope this helps,
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Deutschland
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more
about OTRS at booth no. 12 from Nov 24-25, 2009!
On Wed, Nov 18, 2009 at 5:20 PM, Martignier, Philippe
Hello there,
Maybe a dummy question, but here is the problem I have now:
Lets say I have one email.
Tickets are generated from that email.
The problem is that once the ticket is created, the email (in outlook) is gone.
Do you know if there is a parameter I can change to avoid that ?
I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to “Yes” the email is still deleted (and the ticket is not created but that is normal J
Many thanks for any kind of response!
Greetings
Philippe
PS : my goal is to do a filtering for internal messages only and to keep them.
Internal messages should not be created as tickets but have to stay in Outlook.
Messages that comes from customers (=external) should be created as tickets and deleted from Outlook.
Philippe Martignier
Communications Division
Customer Service Section
Email : Philippe.Martignier@wipo.int
Phone : 00 41 022 338 72 36
Building : GB I
Office : 2,4
World Intellectual Property Organization Disclaimer:
This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.
--------------------------------------------------------------------- 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
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participants (3)
-
Jie(Jack) Zhu -
Martignier, Philippe -
Michiel Beijen