Incomming mail from non-users, other questions.

[BlackFlag]

I am very new to this software.

I have a few things I need to adjust, and I'm not sure where to look. I have tried google-ing, have tried searching the admin sys-config for related keywords, etc. No luck.

1. I need to have the system able to create tickets from emails sent by non-users. This may seem like a strange thing to want.... but our customers don't always email us from their company accounts, and we're always getting new customers.

Currently what happens when I send a request to helpdesk@mycompany.com (the pop3 we're using) from an email address that isn't a known customer, is nothing. no ticket is created, no response is sent. I need to know how/if i can change this.

2. Is there a way to adjust how often the postmaster checks the incomming email account? I don't know what its currently set to. I searched the admin sys-config for "mail", but didn't find a relevant setting.

3. when I manually create new tickets, both phone tickets and email tickets want an email address of a customer. I don't nessicarily want email getting sent out for most of these, so in those cases, I've been using a fake email address, noemail@mycompany.com. Is there a better / more correct way to do this?


Thank you for your help, and for this great product!

[nicollas]

i use to sending / receiving emails IMAPS and SMTPTLS, if u dont have that options ur server missing some Perl Modules.

[crythias]

Currently what happens when I send a request to helpdesk@mycompany.com (the pop3 we're using) from an email address that isn't a known customer, is nothing. no ticket is created, no response is sent. I need to know how/if i can change this.

This should not be the case. If you've customized/disabled queues or have customer specific queues or adjusted priority, you might encounter this. Check your OTRS log for what happens.

Is there a way to adjust how often the postmaster checks the incomming email account? I don't know what its currently set to. I searched the admin sys-config for "mail", but didn't find a relevant setting.

Yes, this is changed in the otrs/var/cron/postmaster_mailbox. (*/10 ... */3 might be a happy medium)
Restart cron
otrs/bin/Cron.sh stop otrs
otrs/bin/Cron.sh start otrs

when I manually create new tickets, both phone tickets and email tickets want an email address of a customer. I don't nessicarily want email getting sent out for most of these, so in those cases, I've been using a fake email address, noemail@mycompany.com. Is there a better / more correct way to do this?

The answer depends:
Do you want a valid email but don't send notification on ticket create?
viewtopic.php?f=62&t=16255#p62642

Do you want a ticket create but no valid email?
viewtopic.php?t=8603&p=33924