Problem with email addresses configuration

nedmaj · Post by **nedmaj** » 21 Sep 2015, 22:15

Hi guys,

I have just one email account already configured at "Postmaster Mail Accounts". The emails are being fetched correctly. The dispatching was set to "Dispatching by email To: field".

I've also set two extra email addresses for the same mail account (alternative addresses), each one pointing to a different queue.

The problem is OTRS is always creating the tickets in the Raw queue.

Although the manual says it's not necessary when using "Dispatching by email To: field", I've also tried to set up a PostMaster Filter, but the tickets keep going to the Raw queue.

Using OTRS 4 with CentOS 6.5. Our mail server is Microsoft Exchange.

Any thoughts?

reneeb · Post by **reneeb** » 22 Sep 2015, 10:44

Do you "trust" your mail account? It's the dropdown above the "Dispatch via To:"...

nedmaj · Post by **nedmaj** » 22 Sep 2015, 14:26

reneeb wrote:Do you "trust" your mail account? It's the dropdown above the "Dispatch via To:"...

No, I don't. Checked the email headers and all seems all right. The "To" field holds the alternative email address. But the queue assignment works when I use the main address.

reneeb · Post by **reneeb** » 22 Sep 2015, 14:59

Did you configure the two additional recipient addresses as system addresses? There you can link the queue to the mail address...

nedmaj · Post by **nedmaj** » 22 Sep 2015, 16:44

reneeb wrote:Did you configure the two additional recipient addresses as system addresses? There you can link the queue to the mail address...

Yes, I did.

nedmaj · Post by **nedmaj** » 22 Sep 2015, 20:56

Looks like the problem has to do with how Exchange retains the alias address in the To field:

https://social.technet.microsoft.com/Fo ... change2010

nedmaj · Post by **nedmaj** » 23 Sep 2015, 20:44

When I send a mail from my Gmail account, the filter works. But when I use Outlook (corporate email client), the filter doesn't work. Looks like the client is somehow messing with the "To" field.

nedmaj · Post by **nedmaj** » 24 Sep 2015, 18:55

Hi guys,

We've discovered OTRS has a bug in the way it parses the email address from the message header fields. Looks like has something to do with some limitations of the Mail::Address perl library (this library is not fully RFC822 compliant). We are doing some tests after changing the account name to a simpler name (ex.: sistema-itsm.cenin => Sistema ITSM).

reneeb · Post by **reneeb** » 24 Sep 2015, 22:20

Can you post the original header lines? This would help to improve the modules...

nedmaj · Post by **nedmaj** » 25 Sep 2015, 20:36

After several tests, it turns back to be a problem with Exchange/Outlook (Microsoft s****!), with no solution at all. Because of this, it's impossible to use queue dispatching based on To field.

Sorry bother you guys!

wurzel · Post by **wurzel** » 25 Sep 2015, 22:02

Hi,

local Exchange/Outlook is sometimes not using RFC conform headers if sent locally. (same with Lotus)

you need to use other filter criteria for filtering your mails.

Flo

Znuny Open Source Ticketsystem

Problem with email addresses configuration

Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration

Re: Problem with email addresses configuration