otrs delete email boxes

DM_Julio Angulo

21 Sep 2010 21 Sep '10

5:31 p.m.

Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox, Question: how i repair; to create tickets, and not delete messages?. Tnx all Julio Cesar Angulo Quiroz Telf.: 997066155

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Leonardo Certuche

21 Sep 21 Sep

5:42 p.m.

Hello, IMAP will always remove messages from inbox once downloaded. Try POP3 if you want to keep them. About not creating tickets, check your log after clicking on "Run now!", probably you didn't set default priority so OTRS is unable to create the expected ticket Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 21 September 2010 11:31, DM_Julio Angulo wrote:

...

Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox,

Question:

how i repair; to create tickets, and not delete messages?.

Tnx all

Julio Cesar Angulo Quiroz

Telf.: 997066155

--------------------------------------------------------------------- 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

Michiel Beijen

5:56 p.m.

Actually, in my experience and to my knowledge, with both mechanisms OTRS will remove the original messages from the mailboxes. If you want to keep the original messages for whatever reason, what you can do best is a two tier approach: incoming message >> box A >> box B >> OTRS or alternatively: Incoming message >> box A >> OTRS |-->> box B So you have two mailboxes, box A and box B. In the first scenario, you create a forward rule that keeps the mail in Box A but sends it through to Box B. Mail in Box B is processed by OTRS as usual. The second scenario is that you create a rule on box A where you forward all incoming mail to box B and archive there, then you process mail in box A with OTRS. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com OTRS brings true mobility to the Help Desk: The OTRS iPhone App free download http://www.otrs.com/en/products/iphone-app/ On Tue, Sep 21, 2010 at 7:42 PM, Leonardo Certuche wrote:

...

Hello,

IMAP will always remove messages from inbox once downloaded. Try POP3 if you want to keep them.

About not creating tickets, check your log after clicking on "Run now!", probably you didn't set default priority so OTRS is unable to create the expected ticket

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 21 September 2010 11:31, DM_Julio Angulo wrote:

...
Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox,

Question:

how i repair; to create tickets, and not delete messages?.

Tnx all

Julio Cesar Angulo Quiroz

Telf.: 997066155

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

DM_Julio Angulo

22 Sep 22 Sep

3:27 p.m.

Tnx Michael i try your solution Julio Cesar Angulo Quiroz Telf.: 997066155 -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Michiel Beijen Enviado el: Martes, 21 de Septiembre de 2010 12:56 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] otrs delete email boxes Actually, in my experience and to my knowledge, with both mechanisms OTRS will remove the original messages from the mailboxes. If you want to keep the original messages for whatever reason, what you can do best is a two tier approach: incoming message >> box A >> box B >> OTRS or alternatively: Incoming message >> box A >> OTRS |-->> box B So you have two mailboxes, box A and box B. In the first scenario, you create a forward rule that keeps the mail in Box A but sends it through to Box B. Mail in Box B is processed by OTRS as usual. The second scenario is that you create a rule on box A where you forward all incoming mail to box B and archive there, then you process mail in box A with OTRS. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com OTRS brings true mobility to the Help Desk: The OTRS iPhone App free download http://www.otrs.com/en/products/iphone-app/ On Tue, Sep 21, 2010 at 7:42 PM, Leonardo Certuche wrote:

...

Hello,

IMAP will always remove messages from inbox once downloaded. Try POP3 if you want to keep them.

About not creating tickets, check your log after clicking on "Run now!", probably you didn't set default priority so OTRS is unable to create the expected ticket

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 21 September 2010 11:31, DM_Julio Angulo wrote:

...
Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox,

Question:

how i repair; to create tickets, and not delete messages?.

Tnx all

Julio Cesar Angulo Quiroz

Telf.: 997066155

--------------------------------------------------------------------- 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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Alan

12:54 p.m.

Instead of using POP3 or IMAP, I would recommend creating the ticket at delivery time by using the PostMaster.pl script. In my system I have configured my mail server (exim) to query the MySQL db used by OTRS to find out in what queue the ticket should be created. This has several advantages: - I can define the email addresses associated to the queues in which to create the tickets through the OTRS web interface - No need to add headers - Tickets are created instantly - No need to create operating system / virtual users for mail system You can also do it without the MySQL part and let PostMaster.pl find out in which queue to create the tickets. This should work with less advanced mail servers. Animo! Alan On Wed, Sep 22, 2010 at 2:42 AM, Leonardo Certuche wrote:

...

Hello,

IMAP will always remove messages from inbox once downloaded. Try POP3 if you want to keep them.

About not creating tickets, check your log after clicking on "Run now!", probably you didn't set default priority so OTRS is unable to create the expected ticket

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 21 September 2010 11:31, DM_Julio Angulo wrote:

...
Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox,

Question:

how i repair; to create tickets, and not delete messages?.

Tnx all

Julio Cesar Angulo Quiroz

Telf.: 997066155

--------------------------------------------------------------------- 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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DM_Julio Angulo

3:15 p.m.

Tnx Leonardo, but Still removing emails Julio Cesar Angulo Quiroz Telf.: 997066155 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Certuche Enviado el: Martes, 21 de Septiembre de 2010 12:42 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] otrs delete email boxes Hello, IMAP will always remove messages from inbox once downloaded. Try POP3 if you want to keep them. About not creating tickets, check your log after clicking on "Run now!", probably you didn't set default priority so OTRS is unable to create the expected ticket Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 21 September 2010 11:31, DM_Julio Angulo wrote: Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox, Question: how i repair; to create tickets, and not delete messages?. Tnx all Julio Cesar Angulo Quiroz Telf.: 997066155 --------------------------------------------------------------------- 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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Alan
DM_Julio Angulo
Leonardo Certuche
Michiel Beijen