Nils Breunese (Lemonbit) wrote:

Robin Bowes wrote:

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I'm just getting to grips with OTRS v2.3.0 (currently using rc1, but will install 2.3.0 when it is released).

I'd like to have our monitoring system alert msgs sent to our OTRS system, but don't need/want to send replies to the alert/warning msgs.

Is there a way to not send an auto-response to msgs from certain senders?

Create a separate queue for your alerts and don't set up an auto response for that queue.

Thanks for the replies. So, just to be clear, I need to: Create a new mailbox, e.g. monitoring@example.com Set up a new system address for this mailbox Create a new queue for this system address Don't use auto-response on this queue Is that right? R.

Nils Breunese (Lemonbit) wrote:

Robin Bowes wrote:

...

Nils Breunese (Lemonbit) wrote:

...

Robin Bowes wrote:

...

I'm just getting to grips with OTRS v2.3.0 (currently using rc1, but will install 2.3.0 when it is released).

I'd like to have our monitoring system alert msgs sent to our OTRS system, but don't need/want to send replies to the alert/warning msgs.

Is there a way to not send an auto-response to msgs from certain senders? Create a separate queue for your alerts and don't set up an auto response for that queue.

Thanks for the replies.

So, just to be clear, I need to:

Create a new mailbox, e.g. monitoring@example.com Set up a new system address for this mailbox Create a new queue for this system address Don't use auto-response on this queue

Is that right?

You could do that. You don't necessarily need to create a separate mailbox and system address. You can also filter these messages from an existing incoming address and put them in a separate queue, but yeah, I think I'd also just create a separate mailbox for this.

I agree, a separate mailbox is probably better in this case, but how would I do filtering? R.

Nils Breunese (Lemonbit) wrote:

Robin Bowes wrote:

...

Nils Breunese (Lemonbit) wrote:

...

Robin Bowes wrote:

...

So, just to be clear, I need to:

Create a new mailbox, e.g. monitoring@example.com Set up a new system address for this mailbox Create a new queue for this system address Don't use auto-response on this queue

Is that right?

You could do that. You don't necessarily need to create a separate mailbox and system address. You can also filter these messages from an existing incoming address and put them in a separate queue, but yeah, I think I'd also just create a separate mailbox for this.

I agree, a separate mailbox is probably better in this case, but how would I do filtering?

See 'Filtering incoming messages' in the documentation: http://doc.otrs.org/2.2/en/html/x1053.html

Thanks Nils. I've created the new mailbox, system address, and queue, but mail sent to the new mailbox doesn't go to the "Monitoring" queue. The first few tests went to the "Raw" queue, and it's currently going to the "Junk" queue. Any idea where to look for problems? Also, I don't see the "Monitoring" queue in the list of queues across the top of the queue view. Does it only appear if it contains msgs? R.

Robin Bowes wrote:

More information:

If I send directly to the "otrs-monitor@example.com" address, the ticket is created in the "Junk" queue.

If I send to an alias we have set up "eng@example.com" which includes "otrs-monitor" in the list of mailboxes it copies the mail to, the ticket is created in the "Raw" queue.

OK, so I've got it working by setting some email addresses correctly. Looks like we need to have a think about what email address we use for what purposes and set up some queues in OTRS to auto-filter incoming msgs. Thanks for the help so far. I'm sure I'll have more questions pretty soon! R.

Lars Jørgensen wrote:

Den 04/08/2008 kl. 16.08 skrev Robin Bowes:

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Looks like we need to have a think about what email address we use for what purposes and set up some queues in OTRS to auto-filter incoming msgs.

You don't need to worry so much about email adresses if you don't want to. OTRS can easily serve many different queues from the same address. You just have to look at the filters Nils pointed you at.

It's down to politics. We like having just helpdesk@company.com as the single point of contact for everybody, including monitoring systems. You may like a different approach - but know that both is possible.

Ah, I see. OK, I'll bear that in mind and come up with a suitable plan. We need to review the way we manage alerts/support requests anyway; there's far too much duplication at the moment, and unnecessary alerts sent. Cheers, R.