create ticket via email

[andersonserra]

Dear friends,

I would like to know how can I configure it to OTRS 2.4.7 create tickets by email. The system is already in production here in the company and helped a lot. I work for a telecom company and always manage links from our customers. We use a system that sends email to each alert generated. I would like to integrate this type of service with the OTRS. I checked the manual section, admin> filter postmaster, who spoke a little about the use of regular expressions. I would like to know how the OTRS recognizes incoming email and then treats it to be created the ticket.

Serra, Anderson
São Luís - MA / BRAZIL

[crythias]

OTRS assumes each and every email that does not have a ticket number is a new ticket.
OTRS will need its own email address for that purpose.

[andersonserra]

cristhias hi,

I create a mail account for each system, to OTRS and other. The email notification from the creation of tickets in otrs own, is ready, I installed the recommended package, sendmail for sending mail, I use ubuntu server 8.04. From what I understood the OTRS ticket creates automatically when you receive any type of email so it is easier to configure, it is necessary to install another package to receive emails in otrs?

thanks,

Serra, Anderson
São Luís - MA / BRAZIL

[crythias]

I believe OTRS uses fetchmail to get tickets from the mailbox. You shouldn't need anything but OTRS to get mail.

[jojo]

you can use the OTRS internal PostMaster Account for fetching mails. You can use Procmail or fetchmail on the OTRS Box also

[fbobraga]

OTRS assumes each and every email that does not have a ticket number is a new ticket.
(...)

by "does not have a ticket number" you mean not having the ticket number in the Subject line of the e-mail?

[crythias]

Yes, that doesn't have the ticket number in the Subject line . Possibly, as well, if the ticket number isn't in the subject according to the ticket hash layout.