generating new tickets from an email

[mritorto]

guys,


is there a way to generate new tickets based upon an email sent from another server ?

For example if we have scheduled job on server a that logs at the logs and then sends an email alert to otrs that some thing is wrong. Can the otrs application that resides on server b generate a ticket base upon that email?


marc

[crythias]

Why would this be different than a user submitting a ticket from an email?

or: Yes.

[mritorto]

the email would generated by our vendors systems

I just need to know how to generated tickets via email.

any help would be helpful

marc

[jojo]

just send them to a mailbox which is fetched by OTRS

[mritorto]

okay I got the ticket generated in the system now how do I send a notification to different members in my company that there is a ticket open.

[crythias]

The agents get notifications if they have new ticket notifications "Yes" in their preferences and the queue is in My Queues (as well as outbound email configuration functioning properly.)

[mritorto]

my agents are not getting notifications because their email addresses failed the mx record check.

Keep in my that we are using AD for authentication and user account creation.

do I need dns to run on the box?

can I turn that mx record check off?

marc

[crythias]

can I turn that mx record check off?

Yes via sysconfig

[mritorto]

where is the sysconf. Please note I am usint otrs 3.x

[jojo]

Admininterface -> Sysconfig

[mritorto]

i know how to get to sysconfig but what area in the sysconfig can I turn off mx record checking

[mritorto]

i found it.

Now how do a I get emails from the otrs server to my users?

[jojo]

Please read the admin book, use the forums search. You should also have a understanding how SMTP and Mailsetups are working

[mritorto]

the admin manual does n't help .

I need the box to communicate with my exchange server.

emails only work going from exchange to otrs server and not the other way around.

I sent up the postmaster and email address for the system and a bind dns server on the otrs server and still no go.

what logs can I look at other than the messages logs in the var/log directory.

[jojo]

do you wan't to fetch emails from the exchange servier into OTRS? -> read the admin manual
do you wan#t to forward mails from Exchange to OTRS Server? -> ask someone with experience in Mailserversetup and additional an Exchange Admin

[mritorto]

my otrs server can fetch the mail from my exchange server.


I want the otrs server to send emails to my mailboxes on my exchange server.

[crythias]

To send to email addresses on your Exchange server, set your exchange server as your outbound SMTP server in OTRS.
The caveats: Exchange needs to allow you to send to it via SMTP (port 25 should be open) and permissions in effect on the Exchange server that allow you to send email into the system.
As well, if *any* customer is not in your Exchange domain, Exchange may need to be configured to allow relaying to that customer, probably and specifically from the OTRS IP address.

[chetannagaonkar]

To send mails from OTRS server to your mailboxes, go to SysConfig and navigate to Framework -> Core::Sendmail. Specify the details there and you should get mails when they are sent by OTRS.

Best Regards
Chetan

[mritorto]

guys

thanks i can now send emails to and from the otrs server .

I am using the smarthost option.

I just hope I sent up the agent right to send emails on the fly went tickets are generated.