[SOLVED] Mailbox is empty when OTRS fetch mails

[rcsdownload]

Hi,

I set up an IMAP email account under PostMaster Mail Accounts.
Everytime the OTRS fetch the mails, my Outlook mailbox for this account becomes empty.
Is there a way for it to retain the mails/requests on my Outlook and not just disappear everytime OTRS fetch the mails?

Thank you!

[jojo]

No, all emails will be fetched to OTRS to avoid inconsistencies if somebody replies via Outlook instead via OTRS

[rcsdownload]

Thanks jojo for the reply.
But what if we want to have a copy in Outlook too?
Just to retain the requests sent through emails and not those made via the Customer portal?

Cases such as, what if OTRS gets down or if in the future we stopped using OTRS, then atleast we have a copy of requests we have supported?

Because I can see the mail on my Outlook. But once I opened it in OTRS, the mail will already disappear in my Outlook.

Just asking if this is possible to enable, thanks!

[EXG133]

If you really want to keep a copy of the mail, use a second mail account or a subfolder (OTRS only fetches from INBOX folder). Make sure you check regularly the mailbox doesn't grow too large or set up some archiving system.

[aph]

You can create a subfolder in the inbox and configure OTRS to fetch e-mails from this folder instead of from Inbox. In admin area under postmaster e-mail accounts, click on the link to your configured email and enter INBOX/<name of subfolder> in the IMAP folder field.

[rcsdownload]

Thank you for your replies