Incoming Email Parsing

blawson7

Is there a particular format for the incoming emails?

I'm wondering how OST knows where to route the tickets created from incoming emails.

I'm want to test it out, but just sending an email with "test" as the subject and body does nothing.

Any ideas?

blawson7

Any one?

Thoughts? Ideas? Suggestions?

jtaubman

How are you importing the emails?

Have you set up your Cron job or automatic import?

Does the email get read from the mail box?

By default all that will happen once you have read the message in the system will store it in OSTicket. If you want the send alerts etc you will need to configure the departments etc.

Perhaps if you post exactly what you have done already and what is happening, this will allow people to work out what your issue is.

blawson7

I've followed the instructions for setting up fetching and piping. I have a cron job that calls the cron.php file....and it does, I can see it being called in the syslog.

Honestly, I am not an email admin, especially on linux, so I'm actually confused as to what I "need" to do. I'm not sure that I have everything setup because I haven't found a good explanation as to the differences between piping and fetching.

Currently, I have postfix running on the linux server with OST, and an exchange server on its own box. Right now, all the outgoing emails are working fine. It's the incoming emails that I'm not sure about. But once I get everything set up correctly (and I do have departments setup as well as staff users), how does OST know what department to create the ticket with once an email is received?

jtaubman

how does OST know what department to create the ticket with once an email is received?

The simple method is based on the To email address, so for example on my system we have a support email and an enquires and two departments to match them. If users use the wrong address we simple reassign them.

blawson7

How are the emails linked to the department?