Can't open ticket by e-mail
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Can't open ticket by e-mail
I created two e-mails in otrs for different groups.
In one of then, I open ticket normally by e-mail, but I can't open tickets using the other e-mail.
What could be it?
In one of then, I open ticket normally by e-mail, but I can't open tickets using the other e-mail.
What could be it?
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Re: Can't open ticket by e-mail
the other email isn't set up properly.
My crystal ball is a bit fuzzy...
My crystal ball is a bit fuzzy...
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
I compared both settings and it's the same.
when I run the script "otrs.PostMasterMailbox.pl" the ticket is open, but I want to open the ticket automatically, not manually!!!
when I run the script "otrs.PostMasterMailbox.pl" the ticket is open, but I want to open the ticket automatically, not manually!!!
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Re: Can't open ticket by e-mail
HOw would be the set up?
What steps should I follow?
What steps should I follow?
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Re: Can't open ticket by e-mail
Tell us what you did. Tell us what you expect. Tell us what happens. Tell us why this isn't what you want to happen. Tell us how to replicate your situation.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
Tell us what you did. Tell us what you expect. Tell us what happens. Tell us why this isn't what you want to happen. Tell us how to replicate your situation.
I create two e-mails
- otrs@enterprisename.gov.br (main email)
- seguranca@enterprisename.gov.br
I registered both e-mail at postmaster e-mail account and at e-mail adresses
In sysconfig Framework -> Core::Sendmail, I registered the main e-mail (otrs@enterprisenaem.gov.br), there is no way to register more than one e-mail in there.
I created some groups, and one of the is a group called seguranca and a row with the same name
The system address of the group segurança is seguranca@enterprisename.gov.br and the system address of the others rows is otrs@enterprisename.gov.br
I expect that when I send an e-mail to one of these e-mails, to otrs open a ticket and send a notification e-mail to the members of the rows.
But, it is just working for the main e-mail, it is not working for the e-mail seguranca@enterprisename.gov.br.
When I send an e-mail to this seguranca e-mail, nothing happens.
The ticket is open just when I run the otrs.PostMasterMailbox.pl script.
Sorry about my english, I'm still learning your language
I create two e-mails
- otrs@enterprisename.gov.br (main email)
- seguranca@enterprisename.gov.br
I registered both e-mail at postmaster e-mail account and at e-mail adresses
In sysconfig Framework -> Core::Sendmail, I registered the main e-mail (otrs@enterprisenaem.gov.br), there is no way to register more than one e-mail in there.
I created some groups, and one of the is a group called seguranca and a row with the same name
The system address of the group segurança is seguranca@enterprisename.gov.br and the system address of the others rows is otrs@enterprisename.gov.br
I expect that when I send an e-mail to one of these e-mails, to otrs open a ticket and send a notification e-mail to the members of the rows.
But, it is just working for the main e-mail, it is not working for the e-mail seguranca@enterprisename.gov.br.
When I send an e-mail to this seguranca e-mail, nothing happens.
The ticket is open just when I run the otrs.PostMasterMailbox.pl script.
Sorry about my english, I'm still learning your language
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Re: Can't open ticket by e-mail
did you set up a Postmaster Account for the other email?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
Yes, I did
all the thing I did to the main e-mail I did to the other
all the thing I did to the main e-mail I did to the other
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Re: Can't open ticket by e-mail
Make sure the account isn't invalid.
What version OTRS?
Can you alias the email to the "good" mailbox?
What version OTRS?
Can you alias the email to the "good" mailbox?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
Yeah, the account is valid
the version is 3.3.4
I didn't understand your last question about alias to de good e-mail
the version is 3.3.4
I didn't understand your last question about alias to de good e-mail
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Re: Can't open ticket by e-mail
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
Ah ok,
I already tried, but it's not working
I already tried, but it's not working
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Re: Can't open ticket by e-mail
I don't know what it's not working means. what do the logs say?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
The logs are empty but when I run the script I told you, comes the message below:
IMAP: Message 1/2 (seguranca@conab.gov.br/mail.conab.gov.br)
ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.14.2 OS: linux Time: Fri Feb 28 08:48:13 2014
Message: Need OldTicketData in Data!
Traceback (4841):
Module: Kernel::System::Ticket::Event::TriggerEscalationStopEvents::Run (OTRS 3.3.4) Line: 45
Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.4) Line: 252
Module: Kernel::System::Ticket::TicketCreate (OTRS 3.3.4) Line: 577
Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 189
Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
Module: main::Fetch (unknown version) Line: 177
Module: ./otrs.PostMasterMailbox.pl (unknown version) Line: 90
IMAP: Message 1/2 (seguranca@conab.gov.br/mail.conab.gov.br)
ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.14.2 OS: linux Time: Fri Feb 28 08:48:13 2014
Message: Need OldTicketData in Data!
Traceback (4841):
Module: Kernel::System::Ticket::Event::TriggerEscalationStopEvents::Run (OTRS 3.3.4) Line: 45
Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.4) Line: 252
Module: Kernel::System::Ticket::TicketCreate (OTRS 3.3.4) Line: 577
Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 189
Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
Module: main::Fetch (unknown version) Line: 177
Module: ./otrs.PostMasterMailbox.pl (unknown version) Line: 90
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Re: Can't open ticket by e-mail
There are problems here that don't happen with stock otrs. What changes did you make?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Can't open ticket by e-mail
I didn't make any changes, just register the e-mail address and postmaster on the admin interface and linked with the group. All changes made in admin interface
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Re: Can't open ticket by e-mail
screenshots? I don't know
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