Chapter 3. First Ticket

How can somebody write e-mails to the OpenTRS?

The default installation will accept e-mails to the e-mail address . This is good to start a little playing. Use your favorate e-mail client and send an e-mail to this address (of course you have to be on this system). Or you can have a look in the admin section of OpenTRS to add different e-mail addresses like . But please take care that these e-mails will be delivered to the local otrs account! In case you are not familiar with the configuration of your sendmail or postfix have a look in the man-pages or send an e-mail to the mailinglist .

Config of sendmail in SuSE Linux

Ok, ok, ... we show you a simple example. Lets presume you have a plain SuSE Linux installation with sendmail as a default Mail Transfer Agent and you want to set up a OpenTRS e-mail account for the e-mail address . All you have to do is to add a line to your /etc/mail/virtusertable file.

# /etc/mail/virtusertable
#
# Description:
#
#  A domain-specific form of aliasing, allowing multiple virtual
#  domains to be hosted on one machine.
#
# Examples:
#
#info@foo.com            foo-info
#info@bar.com            bar-info
#joe@bar.com             error:nouser No such user here
#jax@bar.com             error:D.S.N:unavailable Address invalid
#@baz.org                jane@example.net
#

info@example.com         otrs
support@example.com      otrs

That's it (we actually added a second e-mail address with the name ! You have to run SuSEconfig.

skywalker:~ # SuSEconfig
Starting SuSEconfig, the SuSE Configuration Tool...
Running in quick mode.
Reading /etc/rc.config and updating the system...
Executing /sbin/conf.d/SuSEconfig.aaa_at_first...
Executing /sbin/conf.d/SuSEconfig.hostname...
Executing /sbin/conf.d/SuSEconfig.inittab...
Executing /sbin/conf.d/SuSEconfig.pam...
Executing /sbin/conf.d/SuSEconfig.sendmail...
Rebuilding /etc/mail/virtusertable.db.
Executing /sbin/conf.d/SuSEconfig.ypclient...
Finished.

Reload sendmail (just to be sure).

skywalker:~ # rcsendmail reload
Reload service sendmail                                done

Now all incoming e-mails to info@example.com will be delivers to the local user otrs.

Every e-mail to the user otrs will be handled by the procmail-rule of otrs which pipes the e-mail to the system. You will find the e-mail in the RAW queue.