How to create ticket by sending a external mail to otrs?

[bobsnee]

Hi.
I'm a new to otrs and i am struggling to create tickets from external mail. i have managed to to set up a postmaster account that fetches mail from a mail server and otrs creates a ticket of the mail i send but it locks like this.
[ Ticket#: 2011081799137 ]
for <otrs@laas.se>; Wed, 17 Aug 2011 12:18:11 +0200 (CEST)
Received: from mail23-db3-R.bigfish.com (10.3.81.243) by
DB3EHSOBE001.bigfish.com (10.3.84.21) with Microsoft SMTP Server id
14.1.225.22; Wed, 17 Aug 2011 10:18:11 +0000
Received: from mail23-db3 (localhost.localdomain [127.0.0.1]) by
mail23-db3-R.bigfish.com (Postfix) with ESMTP id D39334D8413 for
<otrs@laas.se>; Wed, 17 Aug 2011 10:18:10 +0000 (UTC)
X-SpamScore: 1
X-BigFish: VPS1(zzc85fhzz1202hz31iz8275bh8275dhz2fh2a8h668h839h64h)
X-Spam-TCS-SCL: 3:0
X-Forefront-Antispam-Report:

i wound like to send mail from my mail client with subject Testing and a message Testing otrs and i wound like it to show up in otrs like this

[ Ticket#: 2011081799137 ] Testing
From: xxx.xxx.com
To: Test MASTER
Subject: Testing
Testing otrs

is it possible ? and if so could someone please help me configure it.

Regards Mattias

[renee]

This is the default. Can you have a look at the system log? Is there anything that looks suspicious? Can you post the source (including headers etc) of the original mail?

[bobsnee]

Her is the PostMasterMailbox log and otrs.log output and in the bottom the ticket created by otrs

./PostMasterMailbox.pl -t POP3 -d 2
Net::POP3>>> Net::POP3(2.29)
Net::POP3>>> Net::Cmd(2.29)
Net::POP3>>> Exporter(5.63)
Net::POP3>>> IO::Socket::INET(1.31)
Net::POP3>>> IO::Socket(1.31)
Net::POP3>>> IO::Handle(1.28)
Net::POP3=GLOB(0x9937af8)<<< +OK Dovecot ready.
Net::POP3=GLOB(0x9937af8)>>> USER otrs
Net::POP3=GLOB(0x9937af8)<<< +OK
Net::POP3=GLOB(0x9937af8)>>> PASS ....
Net::POP3=GLOB(0x9937af8)<<< +OK Logged in.
Net::POP3=GLOB(0x9937af8)>>> STAT
Net::POP3=GLOB(0x9937af8)<<< +OK 1 1545
Net::POP3=GLOB(0x9937af8)>>> LIST
Net::POP3=GLOB(0x9937af8)<<< +OK 1 messages:
POP3: Message 1/1 (otrs/mail.wbt.wmdata.com)
Net::POP3=GLOB(0x9937af8)>>> LIST 1
Net::POP3=GLOB(0x9937af8)<<< +OK 1 1545
Net::POP3=GLOB(0x9937af8)>>> RETR 1
Net::POP3=GLOB(0x9937af8)<<< +OK 1545 octets
Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 119.
New Ticket created!
TicketNumber: 2011082299168
TicketID: 1086
Priority: 3 normal
State: new
Use of uninitialized value $GetParam{"X-OTRS-CustomerNo"} in concatenation (.) or string at /opt/otrs/Kernel/System/PostMaster/NewTicket.pm line 173.
CustomerID:
Use of uninitialized value $GetParam{"X-OTRS-CustomerUser"} in concatenation (.) or string at /opt/otrs/Kernel/System/PostMaster/NewTicket.pm line 174.
CustomerUser:
From:
To:
Subject:
MessageID:
Queue: Raw
SenderType: customer
ArticleType: email-external
Net::POP3=GLOB(0x9937af8)>>> DELE 1
Net::POP3=GLOB(0x9937af8)<<< +OK Marked to be deleted.

Net::POP3=GLOB(0x9937af8)>>> QUIT
Net::POP3=GLOB(0x9937af8)<<< +OK Logging out, messages deleted.
POP3: Connection to mail.wbt.wmdata.com closed.

root@ccb-web1:/opt/otrs/bin# [Mon Aug 22 12:54:47 2011][Debug][main::Fetch][128] Global OTRS email handle (PostMasterMailbox.pl) started...
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetMessageBody][465] It's a plain (not mime) email!
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Content-Transfer-Encoding; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Content-Transfer-Encoding; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetCharset][373] Got no charset from email body! Take iso-8859-1!
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetCharset][314] Got charset from mime body: ISO-8859-1
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Content-Type; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Content-Type; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetReturnContentType][407] Changed ContentType from 'text/plain' to 'text/plain'.
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: From; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Cc; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Reply-To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: ReplyTo; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Subject; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Message-ID; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Message-Id; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Resent-To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Resent-From; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Precedence; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Mailing-List; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: List-Id; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: List-Archive; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Errors-To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: References; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: In-Reply-To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Loop; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Spam-Flag; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Spam-Status; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Spam-Level; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-No-Loop; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Priority; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Importance; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Mailer; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: User-Agent; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Organization; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: X-Original-To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Delivered-To; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Return-Path; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Content-Type; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetParam][228] Get: Content-Type; ReturnLine: ; OrigLine:
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::EmailParser::GetReturnContentType][407] Changed ContentType from 'text/plain' to 'text/plain'.
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::PostMaster::Filter::MatchDBSource::Run][118] Filter: '*' '' =~ /_TEST_/i matched NOT!
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::PostMaster::Filter::MatchDBSource::Run][118] Filter: 'test' '' =~ /grekenistan@hotmail.com/i matched NOT!
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::PostMaster::Filter::Match::Run][114] '' =~ /otrs@laas.se/i matched NOT!
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::Ticket::Number::Date::TicketCreateNumber][50] Read counter from /opt/otrs/var/log/TicketCounter.log: 167
[Mon Aug 22 12:54:47 2011][Debug][Kernel::System::Ticket::Number::Date::TicketCreateNumber][68] Write counter: 168
[Mon Aug 22 12:54:47 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2011082299168/] created (TicketID=1086,Queue=Raw,Priority=3 normal,State=new)
[Mon Aug 22 12:54:47 2011][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 1 email(s) from otrs/mail.wbt.wmdata.com.
[Mon Aug 22 12:54:47 2011][Debug][main::Fetch][191] Global OTRS email handle (PostMasterMailbox.pl) stopped.

>From otrs Mon Aug 22 12:54:22 2011
Return-Path: <grekenistan@hotmail.com>
X-Original-To: otrs@laas.se
Delivered-To: otrs@laas.se
Received: from bay0-omc1-s14.bay0.hotmail.com (bay0-omc1-s14.bay0.hotmail.com
[65.54.190.25])
by mail.wbt.wmdata.com (Postfix) with ESMTP id 827ACA0881
for <otrs@laas.se>; Mon, 22 Aug 2011 12:54:22 +0200 (CEST)
Received: from BAY146-W30 ([65.54.190.61]) by bay0-omc1-s14.bay0.hotmail.com with
Microsoft SMTPSVC(6.0.3790.4675);
Mon, 22 Aug 2011 03:54:21 -0700
Message-ID: <BAY146-W30AF668809CAF688008925BE2F0@phx.gbl>
Content-Type: multipart/alternative;
boundary="_45f694fb-0f1d-4b56-b4a8-f2ad35bab09c_"
X-Originating-IP: [85.119.130.132]
From: mattias chrisetnsen <grekenistan@hotmail.com>
To: <otrs@laas.se>
Subject: dsfdsfsdf
Date: Mon, 22 Aug 2011 12:54:20 +0200
Importance: Normal
MIME-Version: 1.0
X-OriginalArrivalTime: 22 Aug 2011 10:54:21.0635 (UTC) FILETIME=[D9369130:01CC60B9]

--_45f694fb-0f1d-4b56-b4a8-f2ad35bab09c_
Content-Type: text/plain; charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable


sdfsdfsdf =

--_45f694fb-0f1d-4b56-b4a8-f2ad35bab09c_
Content-Type: text/html; charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

<html>
<head>
<style><!--
.hmmessage P
{
margin:0px=3B
padding:0px
}
body.hmmessage
{
font-size: 10pt=3B
font-family:Tahoma
}
--></style>
</head>
<body class=3D'hmmessage'><div dir=3D'ltr'>
sdfsdfsdf </div></body>
</html>=

[chetannagaonkar]

bobsnee,

Suggesting couple of pointers - they may help.
1. Did you ensure that POP3 of email server is enabled, especially you are using Lotus Domino?
2. In the SMTP configuration, do not specify the password, leave it blank. Just specify the username of the email account and that should work.

Lemme know if you have any queries pls.

Chetan

[crythias]

Also, there seems to be a problem with PostMaster filter. Why could that be?