Esben Bach wrote:

Hi All I have recently set up a new OTRS 2.2 Installation on a Debian host, and I have some problems getting email sent to our support mails into the system as tickets.

I have set up a queue called support, and I have created an e-mail "support@domain.com" and tied it to the queue. I have setup a fetchmail cronjob to get the mails. The fetchmail is setup to get mails from an imap account from our Exchange server. Apparently this fetchmail part works fine, I can see the mail go into /var/spool/mail/otrs, but they never enter the OTRS system (not in RAW, not in the support queue).

I have a very old 2.0 Setup on a different host that works fine using this method. So I am probably missing something rather simple like a procmail config or other, but I can't seem to figure out what is wrong. On the old system /var/spool/mail/otrs is empty and that's why I think it might be a procmail issue or something similar.

So any guesses as to why mails don't enter the system, and any hints on log files to look at for debugging?

I figured out the problem. The Debian installer does not copy over the .procmailrc.dist file as i understood it from various docs (maybe im just misinterpreting). Anyway copying procmailrc.dist to /usr/share/otrs/.procmailrc fixed the issue. -- Esben