Hi Mike,

The only headers that OTRS would append to your outgoing emails are: X-Mailer: OTRS Mail Service (3.0.x CVS)

OK.

You can add X-OTRS- headers to incoming emails which you can use to send a ticket to a specific queue or the like. This can be useful when integrating with an application or a web form or the like. Note that you'd have to mark your mail account as 'trusted' in OTRS before these headers make it into OTRS.

OK. I understood, that I could add and manipulate these headers with the mail filters, but I had - wrongly - assumed, that they already existed when the mail arrived.

What are you looking to use the headers for?

I'm trying to find a way to let OTRS "pick" its mails from my regular mailbox. I'd have done it by modifying the code in Kernel::System::MailAccount::IMAP[S] to check for one of the X-OTRS headers as "marker". I.e. mails containing this header would be processed by OTRS and all others would silently be ignored. Of course OTRS notifications would have to be ignored, too. If there are no X-OTRS headers, I'll have to find an other way. Cheers and thanks frank

HTH,

Mike.

On Mon, Jan 3, 2011 at 12:06 PM, Frank Thommen wrote:

...

Hi,

in the mails that I get from my OTRS (v 3.0.3) instance, there are no X-OTRS headers. Do they have to be activated before they are added to the mails? I could not find an appropriate setting in the admin panel and no such instructions in the handbook.

Cheers

frank

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Gerald Young wrote:

No human should be involved with OTRS's inbox.

Maybe, but in my specific situation I have only the choice of either manually forwarding/resending each ticket mail to the OTRS inbox or let OTRS do it automatically. I really prefer the second option :-) Having a specific ticket email address is - for political and social reasons - out of question. Theory and practice are not congruent in this case and they cannot be made to be so. Cheers frank

Roy Kaldung wrote:

On 1/3/11 4:27 PM, Frank Thommen wrote:

...

Gerald Young wrote:

...

No human should be involved with OTRS's inbox. Maybe, but in my specific situation I have only the choice of either manually forwarding/resending each ticket mail to the OTRS inbox or let OTRS do it automatically. I really prefer the second option :-)

Having a specific ticket email address is - for political and social reasons - out of question.

Theory and practice are not congruent in this case and they cannot be made to be so.

Hi Frank,

If you are able to move e-mails for OTRS into a specific folder by server based rules you can use fetchmail to get them from there.

Regards, Roy

Hi Roy, yeah, since I cannot use OTRS-specific headers, I'll have to resort to such a mechanism. I'll probably use client-based mail filtering (our publicly available server rules are too basic for that purpose) and automatic copying into the OTRS inbox. Thanks frank