Submit a follow up to ticket creation notification by email
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, How can I configure OTRS to let me submit a follow up to a new ticket notification? I mean, currently when we receive a notification we have to actually use OTRS to submit the follow up, isn't there a way of doing this using normal email? Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhXREg6ss8INEYd4RAguwAJ9ZcUZHsaL1HbQhNJNLfB0xclQjHACfQRAd Os0oweRCTrDCD4yULsvGYqM= =IV99 -----END PGP SIGNATURE-----
Have you configured a POP3 account for OTRS to retrieve mails from?
You can do so in the Admin menu, [ PostMaster POP3 Account ]
Once you configure such account, every mail fetched from that address,
become a new ticket, but if a ticket number is contained in the subject, a
follow-up is added.
So you can add follow-up by simply sending an email to the address
configured in POP3 account, with ticket number in the subject.
Then you can further customize this by adding filters [ PostMaster Filter ]
, or confugring automated jobs by mean of the GenericAgent, etc.
Hope this helps
Gabriele
----- Original Message -----
From: "Rui Lopes"
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1
Hello,
How can I configure OTRS to let me submit a follow up to a new ticket notification? I mean, currently when we receive a notification we have to actually use OTRS to submit the follow up, isn't there a way of doing this using normal email?
Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
iD8DBQFGhXREg6ss8INEYd4RAguwAJ9ZcUZHsaL1HbQhNJNLfB0xclQjHACfQRAd Os0oweRCTrDCD4yULsvGYqM= =IV99 -----END PGP SIGNATURE----- _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Gabriele D'Andrea wrote:
Have you configured a POP3 account for OTRS to retrieve mails from?
You can do so in the Admin menu, [ PostMaster POP3 Account ]
Once you configure such account, every mail fetched from that address, become a new ticket, but if a ticket number is contained in the subject, a follow-up is added. So you can add follow-up by simply sending an email to the address configured in POP3 account, with ticket number in the subject.
Sorry for not making that clear, I've configured Postfix to directly call OTRS PostMaster.pl, so yes, I can send/receive emails fine to/from OTRS. But d'oh, my fault (/me blushes), I should have tried to just reply to that notification email... and it works fine, thanks!
Then you can further customize this by adding filters [ PostMaster Filter ] , or confugring automated jobs by mean of the GenericAgent, etc.
I known (I'm using it to send possible Spam to the Junk queue), thanks though :-)
Hope this helps
It did, thanks! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhiKfg6ss8INEYd4RAic2AJ4jPTPKqUnT9fdvbDwKo/jhUTOVdwCgkBJ/ 3mMN25YVKpeGLkYsaTiZWcw= =ToJs -----END PGP SIGNATURE-----
participants (2)
-
Gabriele D'Andrea -
Rui Lopes