advise/suggestion needed, help pls

[fondofotrs]

hi experts,

i have received a requirement to implement otrs to convert mails into ticketing system. the customer received about 600+ mails and need to create tickets when the mails arrive.

1. can otrs/mysql hold this kind of load/performance?
2. also, they need the tickets to be created as soon as mails arrive. is it a good idea to set the polling time to mail server from 10 mins to 1 min?
3. can a mail coming from web portal in html format be configured to get converted to a ticket?

your suggestions/advise will be helpful.

[kool_kid]

OTRS can handle the load of 600 mails. Just make sure you have a fast machine to be on a safe side.

I have configured my otrs to fetch email every 1 min.

Lastly yes, html emails can be converted into tickets.

[fondofotrs]

thanks a ton for replying. it is also good to know that it is coming from a person who has implemented it. any specific environment you would suggest? i believe that Ubuntu 10.10 and OTRS 3.06 with MySQL should suffice. any thoughts on CPU/RAM size? how many mails do you get everyday and how has been the performance?

[crythias]

don't overlook procmail as an option instead of fetching every minute. http://wiki.otrs.org/index.php?title=Us ... POP3/fetch

[kool_kid]

Idle CPU/RAM I prefer for a server would be 64 Bit OS/8GB RAM with at least dual core CPU. We had a similar machine which used to receive around 400-500 emails in a day. We had MS SQL backend though, I'm sure Mysql can even provide a similar reliability but we preferred MS SQL.

Install the system and get used to with interface and the concepts in OTRS and then let your users use it for some time before doing the final implementation. There is be long road to learn. Just make sure you dont assume meaning of concepts by yourself (this can cause problem afterwards since there are many thing in otrs), read the manual and ask for help in forum if unclear.

Good Luck

[fondofotrs]

thank you. this is really good.

crythias, is there a limit if the options are set using procmail? the requirement is to create tickets only by sending mails in this case and i think that this would be an ideal way to implement. i didn't understand the below 2 steps that you have mentioned there though-

add an alias for root in /etc/aliases to a "real" address
run newaliases as root

[crythias]

add an alias for root in /etc/aliases to a "real" address
run newaliases as root

these are linux specific. edit the /etc/aliases file and add/verify a line that says:
root: someemailaddress@somedomain

run newaliases as root means just that: sudo newaliases or, as the root user, type the word newaliases and press enter.

[fondofotrs]

great. thanks. also, i hope that it doesn't put any limits of emails being processed to convert to tickets, right?

[crythias]

limits? no.

[kool_kid]

I think there is a limit on size of email to download, if email is larger than maybe 50MB then it wont be downloaded. Although you can change this value to something higher through Admin CP>> Sysconfig

[chetannagaonkar]

thanks a ton to both of you for giving a precised clarity.

[chetannagaonkar]

yes, i agree. thank you crythias and kk.

[srivatsatatti]

i tried with procmail. if i restart the postfix, i get a message as you have a mail in /var/spool/mail/xyz, how can i forward those mails into otrs

[crythias]

how did it get into xyz instead of the otrs user?