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 [EMAIL PROTECTED] to your Unix
host, will require setup of sub-domains, e.g. ticket.domain.com
* Create the needed mailboxes on Exchange, e.g. [EMAIL PROTECTED],
support@, request@, alerts@, etc. --- anything you want
* Forward the email address to [EMAIL PROTECTED] 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
[EMAIL PROTECTED]
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 [EMAIL PROTECTED]
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 ' [EMAIL PROTECTED]' 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 '[EMAIL PROTECTED] ' to the OTRS server?
Thanks,
Robert Aldridge
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