Can't open ticket by e-mail

[mportelalima]

I created two e-mails in otrs for different groups.
In one of then, I open ticket normally by e-mail, but I can't open tickets using the other e-mail.
What could be it?

[crythias]

the other email isn't set up properly.

My crystal ball is a bit fuzzy...

[mportelalima]

I compared both settings and it's the same.

when I run the script "otrs.PostMasterMailbox.pl" the ticket is open, but I want to open the ticket automatically, not manually!!!

[mportelalima]

HOw would be the set up?
What steps should I follow?

[crythias]

Tell us what you did. Tell us what you expect. Tell us what happens. Tell us why this isn't what you want to happen. Tell us how to replicate your situation.

[mportelalima]

Tell us what you did. Tell us what you expect. Tell us what happens. Tell us why this isn't what you want to happen. Tell us how to replicate your situation.

I create two e-mails
- otrs@enterprisename.gov.br (main email)
- seguranca@enterprisename.gov.br

I registered both e-mail at postmaster e-mail account and at e-mail adresses

In sysconfig Framework -> Core::Sendmail, I registered the main e-mail (otrs@enterprisenaem.gov.br), there is no way to register more than one e-mail in there.

I created some groups, and one of the is a group called seguranca and a row with the same name

The system address of the group segurança is seguranca@enterprisename.gov.br and the system address of the others rows is otrs@enterprisename.gov.br

I expect that when I send an e-mail to one of these e-mails, to otrs open a ticket and send a notification e-mail to the members of the rows.

But, it is just working for the main e-mail, it is not working for the e-mail seguranca@enterprisename.gov.br.

When I send an e-mail to this seguranca e-mail, nothing happens.

The ticket is open just when I run the otrs.PostMasterMailbox.pl script.

Sorry about my english, I'm still learning your language

[crythias]

did you set up a Postmaster Account for the other email?

[mportelalima]

Yes, I did
all the thing I did to the main e-mail I did to the other

[crythias]

Make sure the account isn't invalid.
What version OTRS?
Can you alias the email to the "good" mailbox?

[mportelalima]

Yeah, the account is valid

the version is 3.3.4

I didn't understand your last question about alias to de good e-mail

[crythias]

https://www.google.com/search?q=define+email+alias

[mportelalima]

Ah ok,
I already tried, but it's not working

[crythias]

I don't know what it's not working means. what do the logs say?

[mportelalima]

The logs are empty but when I run the script I told you, comes the message below:

IMAP: Message 1/2 (seguranca@conab.gov.br/mail.conab.gov.br)
ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.14.2 OS: linux Time: Fri Feb 28 08:48:13 2014

Message: Need OldTicketData in Data!

Traceback (4841):
Module: Kernel::System::Ticket::Event::TriggerEscalationStopEvents::Run (OTRS 3.3.4) Line: 45
Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.4) Line: 252
Module: Kernel::System::Ticket::TicketCreate (OTRS 3.3.4) Line: 577
Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 189
Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
Module: main::Fetch (unknown version) Line: 177
Module: ./otrs.PostMasterMailbox.pl (unknown version) Line: 90

[crythias]

There are problems here that don't happen with stock otrs. What changes did you make?

[mportelalima]

I didn't make any changes, just register the e-mail address and postmaster on the admin interface and linked with the group. All changes made in admin interface

[crythias]

screenshots? I don't know