I've just come into possession of an OTRS system that I have to maintain. I'm trying to figure out how to properly configure this to do certain tasks so that I can eventually integrate it into our internal system. Well as I got into it, I realized that the guys here were so frustrated with OTRS that they gave up and began forwarding everything they got into their queues to a separate GMail account, which they then filtered, and used. *boggles* Then I realized why they were doing this, and it makes sense considering they were unaware how to make an alternative solution.... Problems: 1) They have no idea how to add email addresses in the administrator. They can create a new email, but it doesn't forward just by assigning it to a queue. 2) Believe it or not, they DO NOT need new tickets to be created by customers EVER. They want to do the *reverse* and issue tickets to customers (this is an enforcement agency, tickets = violations). 3) They need finer control over what information goes where... right now they have 4 queues (more like "buckets") which contain over 20,000 open tickets ... most of which are from valid customers not responding to the ticket, but instead extracting each issue from the ticket and making it its own ticket... which of causes thousands of new tickets to be created. Here's the idea, and it will work if I can figure out how it's exactly done... 1) Disable new ticket creation. Only allow follow-ups. If a ticket is closed, no more follow-ups. 2) If a user attempts to send an email to our account and we cant detect the ticket number (regex the Subject Field?), then we auto-respond with an nice message telling them they must reply to the original ticket. 3) Match the email To: field so that it redirects the email to the correct queue. For instance telecom.us.imm.compliance@ouraddress.com goes to US::IMM::Telecom queue. 4) I can't figure out how OTRS is recieving emails... where is the configuration for that? Postmaster doesn't appear to be set up. Once I can do that, I can work on integrating OTRS into the system I built via the RPC using SOAP. But I can't get to that point until I clean up this current system... Help!! Where can I find better information on OTRS. The docs are not a big help at all. :-(
Collin, just a question ahead: are you using a Unix or Windows server for OTRS? (On UNIX PostMasteMailbox.pl is started from crontab of user otrs. Check: 'crontab -l -u otrs'. On Windows.... See docs or google ;-)) As Administrator, click "Admin" and - Click "PostMaster Mail Account" to define the mail(server) pick up configuration. Make sure to set Dispatching to 'dispatching by e-mail To: field (part of the solution of your #3) - Click "Email Addresses" to define your #3 question e-mail addresses (rest of the #3 solution) - In "Queue" modify the Queue(s) to Follow up Option to Reject (or New Ticket), to solve part #1 As for the rest of your issue: In "SysConfig" module Ticket -> Core::PostMaster, you can define: - PostMaster::PreFilterModule###3-NewTicketReject: (Block all incoming emails without valid ticket number in subject with From: @example.com address.) Wildcard the From field - PostMaster::PreFilterModule::NewTicketReject::Subject: (Subject for NewTicketReject-Filter email.) - PostMaster::PreFilterModule::NewTicketReject::Body: (Body for NewTicketReject-Filter email.) As an alternative solution to this you could DO let OTRS create tickets, by having incoming mails end in a separate QUEUE, with auto reply set to the same "reject" like message. Then have a Generic Agent closing them, and/or delete them. After a certain time (a week?). You could set Ticket -> Core::PostMaster , PostmasterDefaultState: (Default state of new tickets) to "closed", instead of 'open'. That way it sticks close to the functionality of the tool AND.... You have a means of counting/reporting on 'invalid e-mails'. I'd suggest you use/setup a 'test&accept' OTRS system to try this all out ;-) gr, Frans From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Collin Cusce Sent: woensdag 25 maart 2009 01:12 To: otrs@otrs.org Subject: [otrs] A few tasks I can't figure out I've just come into possession of an OTRS system that I have to maintain. I'm trying to figure out how to properly configure this to do certain tasks so that I can eventually integrate it into our internal system. Well as I got into it, I realized that the guys here were so frustrated with OTRS that they gave up and began forwarding everything they got into their queues to a separate GMail account, which they then filtered, and used. *boggles* Then I realized why they were doing this, and it makes sense considering they were unaware how to make an alternative solution.... Problems: 1) They have no idea how to add email addresses in the administrator. They can create a new email, but it doesn't forward just by assigning it to a queue. 2) Believe it or not, they DO NOT need new tickets to be created by customers EVER. They want to do the *reverse* and issue tickets to customers (this is an enforcement agency, tickets = violations). 3) They need finer control over what information goes where... right now they have 4 queues (more like "buckets") which contain over 20,000 open tickets ... most of which are from valid customers not responding to the ticket, but instead extracting each issue from the ticket and making it its own ticket... which of causes thousands of new tickets to be created. Here's the idea, and it will work if I can figure out how it's exactly done... 1) Disable new ticket creation. Only allow follow-ups. If a ticket is closed, no more follow-ups. 2) If a user attempts to send an email to our account and we cant detect the ticket number (regex the Subject Field?), then we auto-respond with an nice message telling them they must reply to the original ticket. 3) Match the email To: field so that it redirects the email to the correct queue. For instance telecom.us.imm.compliance@ouraddress.com goes to US::IMM::Telecom queue. 4) I can't figure out how OTRS is recieving emails... where is the configuration for that? Postmaster doesn't appear to be set up. Once I can do that, I can work on integrating OTRS into the system I built via the RPC using SOAP. But I can't get to that point until I clean up this current system... Help!! Where can I find better information on OTRS. The docs are not a big help at all. :-(
participants (2)
-
Collin Cusce -
Frans Stekelenburg