Missing instructions for multiple emails per customer

[mikester]

I had implemented and bookmarked instructions for a hack that allowed me to have multiple email addresses per customer in 3.0.6. I could have something like this:
cust1@blah1.com,cust1@blah2.com,cust1@blah3.com,etc...

All emails to the customer would go to each email address. I lost the bookmark and now think I found it but it is a blank page on the OTRS wiki.

Any chance anyone still has those instructions? I am trying to use those as a reference to figure out how to do the same in 3.1.

I know many people have asked for this functionality but I have it working and just was hoping to keep it working. The hack was done such that it would not survive an upgrade. I'm not proficient enough with this stuff to know exactly why.

thanks for any/all help!

[mikester]

If someone could just point me to the the file that I must have edited for this sort of change that would help.

[crythias]

I think there must have been something that disabled verification? (disable the check for valid in sysconfig or Config.pm).

[TechnologyK12]

I hope I'm not off base here, as I'm a fairly new OTRS user / administrator. Hope this helps; if not, sorry to confuse the issue. In the SysConfig, there are two options under Framework -> Core that could affect this. They are "CheckMXRecord" and "CheckEmailAddresses." There are some other settings in that config panel related to validating email addresses that can be attached to customers, but perhaps not germane. According to SysConfig, here's how they are defined, respectively:

Makes the application check the MX record of email addresses before sending an email or submitting a telephone or email ticket.

and

Makes the application check the syntax of email addresses.

My uncertainty lies in whether, if you disable the validation, and enter a stream of addresses in comma-separated format, whether the mail will be sent successfully from OTRS. I've never tried it, so I can't say for sure. Good luck!

[mikester]

Thanks crythias and TechnologyK12! Think I'm getting closer.

On my currently working 3.0 system I have CheckMXRecord set to "1" and CheckEmailAddreses set to "0" so that might be it. I will now try the same on my new 3.1 system.

As far as emails go 99% of the time there are no issues sending to comma separated email addresses. But, sometimes a ticket will enter a state where it can no longer send outgoing emails. Not sure if it's due to the changes I made or another known issue I have...I've never converted to utf8 (still using latin1 that the original installer for 3.0 configured for me).

It may be totally unrelated but I plan to convert to utf8 and see...hoping that's it!

[mikester]

Wow, thought I had it working except it couldn't connect to the email server to download. I rebooted the machine and now whenever I try to submit a ticket to fire an email it downloads index.pl!

Not sure how that happened but now I fear I'm screwed!

[crythias]

Wow, thought I had it working except it couldn't connect to the email server to download

... This wouldn't be a problem in general with anything we discussed here.

whenever I try to submit a ticket to fire an email it downloads index.pl

This is send, not receive. and ... is it cacking on single-email customers as well? (What would otrs.log and apache logs indicate?)

[mikester]

Yep I understand that. I forgot to mention the reboot fixed incoming emails but that's when outgoing started having issues. Unfortunately I decided to delete the db and start the process all over again. I'm taking 3.06 from windows to ubuntu server then upgrading to 3.1 and converting the db to utf8. Think I've done this 20 times now.

I will post back if I'm still having the same issue.

Thanks for all the help so far!!!

[hmmmm3]

Mikester,

What was the final outcome of this? did you get it working again?

[mikester]

hmmmm3,

I did get it working but unfortunately I no longer remember what the fix was. If you're trying to do the same thing I'd be more than happy to check any settings for you. I've since moved on to several other projects though so I'm not nearly as familiar with OTRS as I was when setting it up.