Hi Philippe, To work around, I think you could probably set up an e-mail forwarding which forwards all e-mails to another mailbox when they come into your mail server. Maybe this is a easy way to achieve those e-mails.
Regards, Jack -----Original Message----- From: Michiel Beijen [mailto:[email protected]] Sent: Friday, November 20, 2009 4:04 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to change the automatic deleting of emails in outlook when creating tickets automatically from emails Hi Philippe, There is no setting in OTRS that will help you with this; OTRS can read emails from IMAP and POP mailboxes but will always delete those, in order to prevent duplicate tickets and such. I would recommend to set up a separate mailbox for OTRS. Now, on the existing mailbox, create a filter that will forward the email to OTRS based on your criteria (probably something like IF from != mydomain.example THEN FORWARD to otrs) and have OTRS process it. Hope this helps, ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Wed, Nov 18, 2009 at 5:20 PM, Martignier, Philippe <[email protected]> wrote: > Hello there, > > > > Maybe a dummy question, but here is the problem I have now: > > > > Lets say I have one email. > > > > Tickets are generated from that email. > > > > The problem is that once the ticket is created, the email (in outlook) is > gone. > > > > Do you know if there is a parameter I can change to avoid that ? > > > > I tried to use Postmaster filters and to play with this and even if I set > the X-OTRS-Ignore to “Yes” the email is still deleted (and the ticket is not > created but that is normal J > > > > Many thanks for any kind of response! > > > > Greetings > > > > Philippe > > > > PS : my goal is to do a filtering for internal messages only and to keep > them. > > Internal messages should not be created as tickets but have to stay in > Outlook. > > Messages that comes from customers (=external) should be created as tickets > and deleted from Outlook. > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : [email protected] > > Phone : 00 41 022 338 72 36 > > Building : GB I > > Office : 2,4 > > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
