fetch mail error

[kobi]

Hi,

my mail account is set up with OTRS but i'm not able to get mails to the tickets, i've tried to look it in the forum but didn't find any help.
what could be the problem? or what is the currect set up for it ?

i got the error attached.

thanks.

[jojo]

you changed the priority names

Message: No Priority for 3 normal found!

so fix this issue in the sysconfig also

[kobi]

yes now it's working!! Thanks.

but what if i want to use diffrent names for priority ? is it possible ?

Thanks.

[crythias]

but what if i want to use diffrent names for priority ? is it possible ?

fix this issue in the sysconfig also

http://forums.otrs.org/viewtopic.php?f=60&t=7890

[kobi]

Thanks,

on another thing, can i review the mails before the OTRS open a new ticket when fetch mail is using ? so i can choose which tickets is ok to be opened.

[crythias]

can i review the mails before the OTRS open a new ticket when fetch mail is using

No. It is assumed that all emails going to the system are tickets.

Or: yes, but you should turn off automatic fetching. Then use your email client to delete bad emails and manually fetch from OTRS interface. I think you'll find that to be quite obnoxious over time.

[kobi]

yes i've opened a new mailbox and manually forward the mails, but when a tickets with priority high and state new is changing to open and normal.
why the OTRS dosen't keep the setting of the ticket ?

Thanks.

[crythias]

OTRS doesn't do such things without something else making the change. Take a look at your ticket history.

[kobi]

well, the priority dosen't change but the state is, and when i change the default (pic attached) it changes the ticket state.

[kobi]

Ok, i found the problem in the FollowUp.pm file
i changed line 126:

State => $GetParam{'X-OTRS-FollowUp-State'} || $State,
to:
State => $Ticket{State},

and when i got new mails the state did not changed to open.