Thanks for all the help so far. I have OTRS set up and authenticating agents and customers against our ActiveDirectory server. Awesome! We use MS Exchange as our email server. I've set up the SMTP configuration in OTRS so that tickets and messages get mailed out to agents. However, we'd like our customers (internal employees) to be able to email problems to 'otrs@domain.com' and have OTRS automatically pick up the email and create a ticket. I have created the 'otrs' user in ActiveDirectory and configured an email account for this user. This user can send/receive email fine through our Exchange server. In trying to follow the directions in the Docs ( http://doc.otrs.org/1.3/en/html/receiving-email-cmd.html), I'm getting lost. :-( When I do: shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs@domain.com' to the OTRS server? Thanks, Robert Aldridge
Robert Aldridge (bamarob55@gmail.com) wrote:
It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs@domain.com mailto:otrs@domain.com ' to the OTRS server?
You could use PostmasterPOP3.pl by enabling postmaster_pop3 as a cron job in $OTRS_HOME/var/cron. Via AdminPOP3 you can configure OTRS to fetch emails from the otrs POP3 inbox on your Exchange server. You could use fetchmail to fetch mails from your Exchange server via POP3(S) or IMAP(S) and procmail to pipe these mails through Postmaster.pl. You could use fetchmail to fetch mails from your Exchange server and inject them into your local sendmail/postfix/whatever. Your sendmail/postfix should have a /etc/alias entry for the local otrs user, which pipes mails through Postmaster.pl. You could configure your Exchange server to forward mails for the otrs system to your otrs box via SMTP directly. Then you have to activate the smtpd part of your sendmail/postfix installation and add a line in /etc/alias for the otrs user, which pipes mails through Postmaster.pl, too. Note that you might encounter permission problems (eg. on $OTRS_HOME/var/log/TicketCounter.log) when using /etc/alias & Postmaster.pl. I prefer methods 4, 1, <large gap>, 2 and 3, in that order :-) Felix
Robert, You have several options as per http://doc.otrs.org/2.2/en/html/ x1269.html, * POP3 * IMAP or POP3 via Fetchmail The POP3 is most likely the easiest option as you can configure it fully through the web interface... The fetchmail option is a bit more complex but achieves the same thing and allows you to use IMAP. Remember, POP3 and IMAP need to be enabled on Exchange as I don't believe that they are on by default. I'd recommend you start with POP3 as it is suitable for a lot of people. If you need something more powerful down the line, then read on. Another option is via the command line option documented using procmail. It requires the most work effort as you need to make changes on the Unix server and Exchange side but offers a solid integration and instant auto-responses. Here is a high level outline of what is involved, * If not enabled, turn on .procmail processing in your Unix mail server * Create procmail recipe; example in document referenced above * Setup filtering as per document referenced above for all email address you want to process -- only required if you want multiple address, e.g. support@, request@ to automatically go into designated queues * Setup routing in Exchange to send otrs@domain.com to your Unix host, will require setup of sub-domains, e.g. ticket.domain.com * Create the needed mailboxes on Exchange, e.g. otrs@domain, support@, request@, alerts@, etc. --- anything you want * Forward the email address to otrs@ticket.domain.com in Exchange This would be the mail flow, assuming that Exchange is your outside (Internet) facing mail server. 1) User emails support@ 2) Exchange receives message, sees that it needs to forward to otrs@ticket.domain.com 3) Exchange looks up routing information for ticket.domain.com, sees that it needs to send to Unix host 4) Unix hosts receives messages for otrs@ticket.domain.com 5) Procmail pipes the message to PostMaster.pl 6) OTRS processes the message and optionally, via filters, dumps the message into the proper queue The main benefit of this solution is that emails to the various queues are processed instantly, which is great for customer feedback, as they get the auto-response within seconds of sending an email. You also don't have to create POP3 accounts for each individual email queue as one procmail rule is sufficient. There are a few other benefits but these are mostly for larger installations. Ed On 25-Sep-07, at 9:31 AM, Robert Aldridge wrote:
Thanks for all the help so far. I have OTRS set up and authenticating agents and customers against our ActiveDirectory server. Awesome!
We use MS Exchange as our email server. I've set up the SMTP configuration in OTRS so that tickets and messages get mailed out to agents. However, we'd like our customers (internal employees) to be able to email problems to ' otrs@domain.com' and have OTRS automatically pick up the email and create a ticket. I have created the 'otrs' user in ActiveDirectory and configured an email account for this user. This user can send/receive email fine through our Exchange server.
In trying to follow the directions in the Docs (http://doc.otrs.org/ 1.3/en/html/receiving-email-cmd.html), I'm getting lost. :-(
When I do:
shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl
It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs@domain.com ' to the OTRS server?
Thanks,
Robert Aldridge _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
Forgot to mention that you can also pipe messages directly into PostMaster.pl via Postfix. It is still in-line with a more complex setup but does eliminate one additional toolset (procmail). On 25-Sep-07, at 10:18 AM, Edward Kovarski wrote:
Robert,
You have several options as per http://doc.otrs.org/2.2/en/html/ x1269.html,
* POP3 * IMAP or POP3 via Fetchmail
The POP3 is most likely the easiest option as you can configure it fully through the web interface... The fetchmail option is a bit more complex but achieves the same thing and allows you to use IMAP. Remember, POP3 and IMAP need to be enabled on Exchange as I don't believe that they are on by default.
I'd recommend you start with POP3 as it is suitable for a lot of people. If you need something more powerful down the line, then read on.
Another option is via the command line option documented using procmail. It requires the most work effort as you need to make changes on the Unix server and Exchange side but offers a solid integration and instant auto-responses. Here is a high level outline of what is involved,
* If not enabled, turn on .procmail processing in your Unix mail server * Create procmail recipe; example in document referenced above * Setup filtering as per document referenced above for all email address you want to process -- only required if you want multiple address, e.g. support@, request@ to automatically go into designated queues * Setup routing in Exchange to send otrs@domain.com to your Unix host, will require setup of sub-domains, e.g. ticket.domain.com * Create the needed mailboxes on Exchange, e.g. otrs@domain, support@, request@, alerts@, etc. --- anything you want * Forward the email address to otrs@ticket.domain.com in Exchange
This would be the mail flow, assuming that Exchange is your outside (Internet) facing mail server.
1) User emails support@ 2) Exchange receives message, sees that it needs to forward to otrs@ticket.domain.com 3) Exchange looks up routing information for ticket.domain.com, sees that it needs to send to Unix host 4) Unix hosts receives messages for otrs@ticket.domain.com 5) Procmail pipes the message to PostMaster.pl 6) OTRS processes the message and optionally, via filters, dumps the message into the proper queue
The main benefit of this solution is that emails to the various queues are processed instantly, which is great for customer feedback, as they get the auto-response within seconds of sending an email. You also don't have to create POP3 accounts for each individual email queue as one procmail rule is sufficient. There are a few other benefits but these are mostly for larger installations.
Ed
On 25-Sep-07, at 9:31 AM, Robert Aldridge wrote:
Thanks for all the help so far. I have OTRS set up and authenticating agents and customers against our ActiveDirectory server. Awesome!
We use MS Exchange as our email server. I've set up the SMTP configuration in OTRS so that tickets and messages get mailed out to agents. However, we'd like our customers (internal employees) to be able to email problems to ' otrs@domain.com' and have OTRS automatically pick up the email and create a ticket. I have created the 'otrs' user in ActiveDirectory and configured an email account for this user. This user can send/receive email fine through our Exchange server.
In trying to follow the directions in the Docs (http:// doc.otrs.org/1.3/en/html/receiving-email-cmd.html), I'm getting lost. :-(
When I do:
shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl
It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs@domain.com ' to the OTRS server?
Thanks,
Robert Aldridge _______________________________________________ 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 or consulting for your OTRS system? => 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 or consulting for your OTRS system? => http://www.otrs.com/
Thanks for the suggestions.
I enabled POP3 access on our Exchange server (limited to internal addresses
on our firewall), and it's working fine. OTRS retrieves messages from the
Exchange server every 10 minutes. Any way to set the time interval to
something different?
Thanks,
Robert
On 9/25/07, Edward Kovarski
Forgot to mention that you can also pipe messages directly into PostMaster.pl via Postfix. It is still in-line with a more complex setup but does eliminate one additional toolset (procmail).
On 25-Sep-07, at 10:18 AM, Edward Kovarski wrote:
Robert,
You have several options as per http://doc.otrs.org/2.2/en/html/ x1269.html,
* POP3 * IMAP or POP3 via Fetchmail
The POP3 is most likely the easiest option as you can configure it fully through the web interface... The fetchmail option is a bit more complex but achieves the same thing and allows you to use IMAP. Remember, POP3 and IMAP need to be enabled on Exchange as I don't believe that they are on by default.
I'd recommend you start with POP3 as it is suitable for a lot of people. If you need something more powerful down the line, then read on.
Another option is via the command line option documented using procmail. It requires the most work effort as you need to make changes on the Unix server and Exchange side but offers a solid integration and instant auto-responses. Here is a high level outline of what is involved,
* If not enabled, turn on .procmail processing in your Unix mail server * Create procmail recipe; example in document referenced above * Setup filtering as per document referenced above for all email address you want to process -- only required if you want multiple address, e.g. support@, request@ to automatically go into designated queues * Setup routing in Exchange to send otrs@domain.com to your Unix host, will require setup of sub-domains, e.g. ticket.domain.com * Create the needed mailboxes on Exchange, e.g. otrs@domain, support@, request@, alerts@, etc. --- anything you want * Forward the email address to otrs@ticket.domain.com in Exchange
This would be the mail flow, assuming that Exchange is your outside (Internet) facing mail server.
1) User emails support@ 2) Exchange receives message, sees that it needs to forward to otrs@ticket.domain.com 3) Exchange looks up routing information for ticket.domain.com, sees that it needs to send to Unix host 4) Unix hosts receives messages for otrs@ticket.domain.com 5) Procmail pipes the message to PostMaster.pl 6) OTRS processes the message and optionally, via filters, dumps the message into the proper queue
The main benefit of this solution is that emails to the various queues are processed instantly, which is great for customer feedback, as they get the auto-response within seconds of sending an email. You also don't have to create POP3 accounts for each individual email queue as one procmail rule is sufficient. There are a few other benefits but these are mostly for larger installations.
Ed
On 25-Sep-07, at 9:31 AM, Robert Aldridge wrote:
Thanks for all the help so far. I have OTRS set up and authenticating agents and customers against our ActiveDirectory server. Awesome!
We use MS Exchange as our email server. I've set up the SMTP configuration in OTRS so that tickets and messages get mailed out to agents. However, we'd like our customers (internal employees) to be able to email problems to ' otrs@domain.com' and have OTRS automatically pick up the email and create a ticket. I have created the 'otrs' user in ActiveDirectory and configured an email account for this user. This user can send/receive email fine through our Exchange server.
In trying to follow the directions in the Docs (http:// doc.otrs.org/1.3/en/html/receiving-email-cmd.html), I'm getting lost. :-(
When I do:
shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl
It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs@domain.com ' to the OTRS server?
Thanks,
Robert Aldridge _______________________________________________ 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 or consulting for your OTRS system? => 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 or consulting for your OTRS system? => 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 or consulting for your OTRS system? => http://www.otrs.com/
Robert Aldridge wrote:
I enabled POP3 access on our Exchange server (limited to internal addresses on our firewall), and it's working fine. OTRS retrieves messages from the Exchange server every 10 minutes. Any way to set the time interval to something different?
You can change the cronjob in ~otrs/var/cron/postmaster_pop3. Nils Breunese.
Simple, yet elegant and very functional. I like it!
Thanks,
Robert Aldridge
On 9/27/07, Nils Breunese (Lemonbit)
Robert Aldridge wrote:
I enabled POP3 access on our Exchange server (limited to internal addresses on our firewall), and it's working fine. OTRS retrieves messages from the Exchange server every 10 minutes. Any way to set the time interval to something different?
You can change the cronjob in ~otrs/var/cron/postmaster_pop3.
Nils Breunese.
_______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
Hello,
Use otrs user cron :
# fetch emails every 10 minutes
*/10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null
Best Regards,
Raphael
-----Message d'origine-----
De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]De la part de
Robert Aldridge
Envoyé : jeudi 27 septembre 2007 20:23
À : User questions and discussions about OTRS.org
Objet : Re: [otrs] Email
Thanks for the suggestions.
I enabled POP3 access on our Exchange server (limited to internal
addresses on our firewall), and it's working fine. OTRS retrieves messages
from the Exchange server every 10 minutes. Any way to set the time interval
to something different?
Thanks,
Robert
On 9/25/07, Edward Kovarski
participants (5)
-
Edward Kovarski -
Felix J. Ogris -
Nils Breunese (Lemonbit) -
Raphael Condom -
Robert Aldridge