Lee, I am assuming you are using a "linux" server correct? If this is a windows machine i am not sure what your problem could be. If you are using linux/unix then check the following. Have you set up a crontab to check for new mail? i have mine set for 3 minutes with this command: /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null/ Can you run this script from the command line with any results: [root@ticket ~]# /opt/otrs/bin/PostMasterPOP3.pl No messages (xxx@xxxx.com@xxx.xxx.com) Connection to xxx.xxx.com closed. No messages (xxxx@xxxx.com@xxxx.xxxx.com) Connection to xxxx.xxxx.com closed. [root@ticket ~]# you may be getting errors, you may only know that if you run thatcommnad from command line or check your /var/log/messages file. Hope this helps. Jeff On 8/25/06, Lee Friedman wrote:

Jeff,

Been testing and trying to get it working for several days now. I am running 2.0.4, and using fetchmail and PostMaster.pl to retrieve mail from a POP email account.

Lee

------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Jeff Lansidel *Sent:* Friday, August 25, 2006 12:06 AM *To:* User questions and discussions about OTRS.org *Subject:* Re: [otrs] Automatically merging email responses into original ticket

Lee,

I didn't have to configure anything to make this happen, it was already set up that way. Have you tested it yet?

Jeff

On 8/24/06, Lee Friedman wrote:

...

I was under the impression that OTRS could do this, but cannot find configuration options to set it up. Here is the scenario. A ticket is created via the Compose Email/new Ticket web page. An email is sent to the email address in the "To" field. The recipient of that email responds back, keeping the subject line intact, so that the Ticket Number remains (after Re:). I want OTRS when it receives the return email to merge the email into the original ticket. Is this possible, and if so, where is it configured.

Thanks in advance, Lee Friedman

----------------------------------------------------------------- ***Lee Friedman - Consultant* Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks.

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Yes, I am using Fedora Core 5. The problem isn't getting respnse emails into the system, the problem is that the response (with the subject line Re: [Ticket #:xxxxxxxxxxxx] generates a new ticket instead of merging into the original ticket. The PostMasterPOP3.pl command sucessfully retrieves emails from the POP mail account (which is hosted by an external provider). Lee _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Lansidel Sent: Friday, August 25, 2006 10:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Automatically merging email responses into original ticket Lee, I am assuming you are using a "linux" server correct? If this is a windows machine i am not sure what your problem could be. If you are using linux/unix then check the following. Have you set up a crontab to check for new mail? i have mine set for 3 minutes with this command: /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null/ Can you run this script from the command line with any results: [root@ticket ~]# /opt/otrs/bin/PostMasterPOP3.pl No messages (xxx@xxxx.com@ xxx.xxx.com http://xxx.xxx.com ) Connection to xxx.xxx.com closed. No messages (xxxx@xxxx.com@xxxx.xxxx.com) Connection to xxxx.xxxx.com http://xxxx.xxxx.com closed. [root@ticket ~]# you may be getting errors, you may only know that if you run thatcommnad from command line or check your /var/log/messages file. Hope this helps. Jeff On 8/25/06, Lee Friedman wrote: Jeff, Been testing and trying to get it working for several days now. I am running 2.0.4, and using fetchmail and PostMaster.pl to retrieve mail from a POP email account. Lee _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Lansidel Sent: Friday, August 25, 2006 12:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Automatically merging email responses into original ticket Lee, I didn't have to configure anything to make this happen, it was already set up that way. Have you tested it yet? Jeff On 8/24/06, Lee Friedman wrote: I was under the impression that OTRS could do this, but cannot find configuration options to set it up. Here is the scenario. A ticket is created via the Compose Email/new Ticket web page. An email is sent to the email address in the "To" field. The recipient of that email responds back, keeping the subject line intact, so that the Ticket Number remains (after Re:). I want OTRS when it receives the return email to merge the email into the original ticket. Is this possible, and if so, where is it configured. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks. _______________________________________________ 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 http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ http://www.otrs.com/

Jeff. I'm not sure what happened, as I hadn't made changes, but now it is working (a little scary, since I would like to know why it started working), but thanks for your help. Regards, Lee _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Lansidel Sent: Friday, August 25, 2006 11:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Automatically merging email responses into original ticket Lee, That is a stumper. We are using FC5 with the same type of email setup as well and i did not have to change any settings, it just worked this way from the beginning. Here are some of the subject lines from a recent test scenario - maybe compare them to yours? did you change any of the settings that make the phrase inside the [ ] different? is the subject line getting truncated? Re: [Ticket#1006] New ticket notification! (ProIV issu [...]) Re: [Ticket#1006] ProIV issue Re: [Ticket#1006] ProIV issue Re: [Ticket#1006] ProIV issue Re: [Ticket#1006] ProIV issue i did replies 3 times from the ticket owner back to the customer and the customer replied back 3 times as well. Jeff On 8/24/06, Lee Friedman wrote: I was under the impression that OTRS could do this, but cannot find configuration options to set it up. Here is the scenario. A ticket is created via the Compose Email/new Ticket web page. An email is sent to the email address in the "To" field. The recipient of that email responds back, keeping the subject line intact, so that the Ticket Number remains (after Re:). I want OTRS when it receives the return email to merge the email into the original ticket. Is this possible, and if so, where is it configured. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks. _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ http://www.otrs.com/