Problem OTRS Email Filtering

[anexus115]

Hello,

I have one litlle problem.
I use OTRS 3.3.8 without ITSM.

I search hour's without solution.

Without web application it's working fine.
I have my email user with multiple alias tickets@domain.com, tickets@domain2.com, ...
I have one postmaster account with POP3S and validation to "On" and filter email by field 'To'.
I have associate all email address to specific queues.


I would like to add register a mail like "ticketsnotes@domain.com" for agent can send email and automaticly is register as a note in the ticket.
I see on this forum I must do a "Emailing Filter" like this :

Stop after : No
Filter
------
Header 1 : To
Value 1 : EMAILADDRESS:ticketsnotes@domain.com

Headers
----------
Header 1 : X-OTRS-FollowUp-ArticleType
Value 1 : note-internal


Actually when I send to email it is a normal article note a note.

Below log I found (I can's see where to active debug) :

Sun Aug 24 08:37:02 2014 info OTRS-otrs.PostMasterMailbox.pl-71 POP3S: Fetched 1 email(s) from tickets@domain.com/exchange.domaine.local.
Sun Aug 24 08:37:02 2014 notice OTRS-otrs.PostMasterMailbox.pl-71 FollowUp Article to Ticket [2014082471000317] created (TicketID=41, ArticleID=178). ,
Sun Aug 24 08:37:02 2014 info OTRS-otrs.PostMasterMailbox.pl-71 Sent agent 'FollowUp' notification to 'agent@domain.com'.
Sun Aug 24 08:35:02 2014 notice OTRS-otrs.Scheduler-71 Scheduler Daemon status request! PID 11925
Sun Aug 24 08:30:02 2014 info OTRS-otrs.PostMasterMailbox.pl-71 POP3S: Fetched 1 email(s) from tickets@domain.com/exchange.domaine.local.
Sun Aug 24 08:30:02 2014 notice OTRS-otrs.PostMasterMailbox.pl-71 FollowUp Article to Ticket [2014082471000317] created (TicketID=41, ArticleID=177). ,
Sun Aug 24 08:30:02 2014 info OTRS-otrs.PostMasterMailbox.pl-71 Sent agent 'FollowUp' notification to 'agent@domain.com'.

Thank's all for your help.

[crythias]

Hello, anexus115, and welcome to OTRS/OtterHub forums. Kindly take a look at my Need Help link as it has many helpful hints.

It is helpful for you to ask questions in the form of questions (question marks help), either at the beginning of your question or at the end.

In *general*, Agents shouldn't reply to tickets via email, even if they're only going to add a note. From OTRS's view, there's no effective difference between a customer replying as a followup to a ticket and any other sender. Further, there isn't any reason that the logs shouldn't notify the owner of the ticket that the followup occurred, so the logs just do what they're supposed to do. I'd be more interested in what the TicketZoom says the article type is.

[anexus115]

Thank you for your reply.

Yes effectivly this is a software need to use the web interface for agent.

Actually it's just for testing the soft and understand how it's work.
In technic vision I try to function this feature.

I see in file FollowUp.pm this line :

Code: Select all

$Self->{Debug} = $Param{Debug} || 0;

Do you know how we can active this debug mode.


Thank's.

[reneeb]

You can pass the option "-d" to the scripts <OTRS_HOME>/bin/otrs.PostMaster(Mailbox)?.pl

So

Code: Select all

perl bin/otrs.PostMaster.pl -d

activates the debug mode. When you need it in your cronjobs, you have to add that option in the crontab.

[anexus115]

Hello,

This is log I have with debug option.

[Tue Aug 26 12:13:55 2014][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'My Test Notes' Set param 'X-OTRS-FollowUp-ArticleType' to 'note-internal' (Message-ID: <CACZYnYOcfef3nCnEL9iRwaxZZQzqyTV9gfNXiVUsh=T3rKiXX-Lc0g@mail.gmail.com>)
[Tue Aug 26 12:13:55 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'agent@domaine.com'.
[Tue Aug 26 12:13:55 2014][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2014082471000317] created (TicketID=41, ArticleID=206). ,
[Tue Aug 26 12:13:56 2014][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from tickets@domain.com/exchange.domaine.local.

It seems that it's correctly pass by the filter email and add the X OTRS Flag but after he consider it's a default reply email.

Thank you.

[anexus115]

Hello,

Little Up if anyone have an idea ?

Thank you.

[crythias]

There were no errors in your log, and no question in your followup post. Therefore, no response was necessary.

[anexus115]

Hello crythias,

The problem I have are OTRS add correctly the special param (Set param 'X-OTRS-FollowUp-ArticleType' to 'note-internal') but in the ticket it isn't an internal note was created but a normal email answer article.

Thank's.

[anexus115]

Up Please

[crythias]

If it's not doing what you want, it's because it's doing what you told it to do.

That is, it's not seeing the filter criteria.

[anexus115]

I understand.
But how can I tell to convert to a note ?

Thank's.

[crythias]

I think you missed the part that it's not obeying the criteria. For instance, try to change something else and test.