Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues
where the customer specified a keyword in the email i.e. A parameter
"TICKET:Database" in the email and once its received OTRS moves it to a
queue Database issues. Basically all the customer has to do is to
specify the keyword TICKET: and a corresponding word that will indicate
the type of queue that the ticket will be sorted to.
Thanks in advance.
Regards,
Sam Hailer
Anton Gubar'kov wrote:
Hello, Sam.
Could you give me a specific example of what you would like OTRS to do
about X-OTRS headers? What's the business process behind? Maybe I would
be able to come out with more useful suggestions.
Anton.
2008/11/24 sam <[EMAIL PROTECTED]>
Hi,
Thanks Anton for the reply, I don't understand whether the filter
rules are specified in the Config.pm file or in the postmaster filter
section in the admin interface. I have gone through the Defaults.pm
file and there is no mention of x-otrs headers anywhere.
I might not have specified my problem before correctly but I wanted to
know how to configure the headers in the postmaster filter i.e. how do
I specify the headers that otrs watches out for in the incoming mails
and how to specify the headers in the mail that will be fetched from
the pop3 mail account configured(Ps. The trusted option is set to yes).
Regards,
Sam Hailer.
Anton Gubar'kov wrote:
Hi, Sam.
X-OTRS headers are used to store values for the ticket being created in
the email being processed. I use X-OTRS-Queue to move spam tickets to
queue Junk. Here is the code in Config.pm to achieve it.
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = {
'CMD' => '/usr/bin/spamc -E -r',
'Module' => 'Kernel::System::PostMaster::Filter::CMD',
'Set' => {
'X-OTRS-Queue' => 'Junk'
}
};
The effect is the ticket is created in queue Junk if spamc produces any
output. The queue determination from system addresses is ignored.
Regards,
Anton.
2008/11/21 sam <[EMAIL PROTECTED]>
Hi,
My issue with x-orts headers is that i dont know how to configure them.
I have tried to go through the admin manual but i can't get a handle on
how they are configured. Could some one post me a working sampleso that
i can atleast have an idea of what to enter in the postmaster filter
section. Thanks.
Regards
Sam Hailer.
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