email tickets

cdubks88

I have read up on the installation docs about accepting tickets via email, but I don't see a real distinct description on how to set this up.

I guess my biggest question is what format does the mail have to be in? For example, is there a template that has to be followed for the data included in the message?

It seems straight forward enough to set up the cron job to poll the mailbox you setup for the tickets, but I wanted to find out how the message is to be sent or whether osticket parses out the data it needs based on the mail headers and content.

Thanks in advance,

Kelli

I'm not sure I understand your question.

A person emails the system, the subject of the email becomes the subject of the ticket, the body of the email becomes the ticket message, the user's name and email address are who the ticket is from... the tickets are assigned to the department the email address belongs to and the default priority is assigned (or you can set it to use the mail message priority).

cdubks88

Kelli,

You answered my question perfectly.

One other question. Will it accept requests if the email does not exist in the system?

I'm thinking of issues with that box as a target of spam.

Thanks,

Kelli

It will, yes.

If you're using email polling, you could set up spam filtering rules for the mailbox.

cdubks88

Kelli,

Which file actually handles the ticket creation from email polling?

I'd really like to take a look at that.

Thanks,

Kelli

The ticket creation from email is handled by the createTicket function in class.mailfetch.php

cdubks88

suweet....thanks!