Hi Everyone,
I am trying to evaluate otrs for a support system, and so far
it is going great, apart from one problem that has me stumped.
I am looking for some help with queue presorting.
I am using OTRS 2.0.2/RH Linux 8 (don't ask).
I have strange results trying to use queue presorting with procmail.
In my otrs users .procmailrc I have the following recipe:
# --
# presort NAI email to the VIR queue
# --
:0 fhw :
* X-NAI-Header: .*
| formail -I "X-OTRS-Queue: VIR"
I use fetchmail to grab messages from my imap server, these are forwarded to
procmail,
and dumped into otrs with Postmaster.pl
I have tested procmail and postmaster using a dummy text file email message,
and all is fine.
When I run fetchmail, EVERYTHING works, in that messages get dumped into
otrs,
but the queue presort is not being recognised.
All messages go into the RAW queue.
Even though, when I check out the plain text of a ticket message, I see the
X-OTRS-Queue: VIR line - so procmail is doing its thing.
Got me stumped.
The really odd thing is, if I use a test file, with an X-NAI-Header and pipe
that into procmail, it gets picked up by
postmaster.pl and correctly dumped into the VIR queue.
e.g. procmail VERBOSE=on DEFAULT=/dev/null $HOME.procmailrc < ./test.email
Weird.
I must be doing something wrong, but for the life of me I cant crack it.
Can anyone help.
thanks
Neil.
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