[otrs] No X-OTRS headers in mails from OTRS

[Frank Thommen]

Hi,

in the mails that I get from my OTRS (v 3.0.3) instance, there are no
X-OTRS headers. Do they have to be activated before they are added to
the mails? I could not find an appropriate setting in the admin panel
and no such instructions in the handbook.

Cheers

frank

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[Michiel Beijen]

Hi Frank,

The only headers that OTRS would append to your outgoing emails are:
X-Mailer: OTRS Mail Service (3.0.x CVS)

You can add X-OTRS- headers to incoming emails which you can use to
send a ticket to a specific queue or the like. This can be useful when
integrating with an application or a web form or the like. Note that
you'd have to mark your mail account as 'trusted' in OTRS before these
headers make it into OTRS.

What are you looking to use the headers for?

HTH,

Mike.

[Frank Thommen]

Hi Mike,

> The only headers that OTRS would append to your outgoing emails are:
> X-Mailer: OTRS Mail Service (3.0.x CVS)

OK.

> You can add X-OTRS- headers to incoming emails which you can use to
> send a ticket to a specific queue or the like. This can be useful when
> integrating with an application or a web form or the like. Note that
> you'd have to mark your mail account as 'trusted' in OTRS before these
> headers make it into OTRS.

OK. I understood, that I could add and manipulate these headers with
the mail filters, but I had - wrongly - assumed, that they already
existed when the mail arrived.

> What are you looking to use the headers for?

I'm trying to find a way to let OTRS "pick" its mails from my regular
mailbox. I'd have done it by modifying the code in
Kernel::System::MailAccount::IMAP[S] to check for one of the X-OTRS
headers as "marker". I.e. mails containing this header would be
processed by OTRS and all others would silently be ignored. Of course
OTRS notifications would have to be ignored, too.

If there are no X-OTRS headers, I'll have to find an other way.

Cheers and thanks

frank

[Gerald Young]

No human should be involved with OTRS's inbox.

[Frank Thommen]

Gerald Young wrote:
> No human should be involved with OTRS's inbox.

Maybe, but in my specific situation I have only the choice of either
manually forwarding/resending each ticket mail to the OTRS inbox or let
OTRS do it automatically. I really prefer the second option :-)

Having a specific ticket email address is - for political and social
reasons - out of question.

Theory and practice are not congruent in this case and they cannot be
made to be so.

[Roy Kaldung]

On 1/3/11 4:27 PM, Frank Thommen wrote:
> Gerald Young wrote:
>> No human should be involved with OTRS's inbox.
>
> Maybe, but in my specific situation I have only the choice of either
> manually forwarding/resending each ticket mail to the OTRS inbox or let
> OTRS do it automatically. I really prefer the second option :-)
>
> Having a specific ticket email address is - for political and social
> reasons - out of question.
>
> Theory and practice are not congruent in this case and they cannot be
> made to be so.

Hi Frank,

If you are able to move e-mails for OTRS into a specific folder by
server based rules you can use fetchmail to get them from there.

Regards,
Roy

--
Roy Kaldung

[Frank Thommen]

Roy Kaldung wrote:
> On 1/3/11 4:27 PM, Frank Thommen wrote:
>> Gerald Young wrote:
>>> No human should be involved with OTRS's inbox.
>> Maybe, but in my specific situation I have only the choice of either
>> manually forwarding/resending each ticket mail to the OTRS inbox or let
>> OTRS do it automatically. I really prefer the second option :-)
>>
>> Having a specific ticket email address is - for political and social
>> reasons - out of question.
>>
>> Theory and practice are not congruent in this case and they cannot be
>> made to be so.
>
> Hi Frank,
>
> If you are able to move e-mails for OTRS into a specific folder by
> server based rules you can use fetchmail to get them from there.
>
> Regards,
> Roy

Hi Roy,

yeah, since I cannot use OTRS-specific headers, I'll have to resort to
such a mechanism. I'll probably use client-based mail filtering (our
publicly available server rules are too basic for that purpose) and
automatic copying into the OTRS inbox.

Thanks

frank