X-Headers problem

ArielRauch · Post by **ArielRauch** » 17 Mar 2011, 09:55

Hi,
I am trying to set the queue automatically by specifying an X-HEADER-Queue in the mail. Unfortunately OTRS ignores my wishes:)

If I understood corectly X-Headrers overwrite everything. So there is no need for a postmaster filter.

Please help,

Ariel

Post by **jojo** » 17 Mar 2011, 13:01

The header needs to be X-OTRS-Queue and you need to trust the email box

ArielRauch · Post by **ArielRauch** » 17 Mar 2011, 13:08

this is what I did. I have a mail template to which I added this header directive. OTRS ignores it.

Any idea?

Thanks

Ariel

Post by **jojo** » 17 Mar 2011, 14:05

Please show the email headers and your post master mailbox settings

ArielRauch · Post by **ArielRauch** » 17 Mar 2011, 14:15

attached the configuration and please find below the mail:
Subject: [test #6] AutoReply: another test
From: "Golf ticketing queue" <BPOSAdmin@dbnet.co.il>
Reply-To: nagiosrt@dbnet.co.il
In-Reply-To:
References: <RT-Ticket-6@helpdesk.internal.local>
Message-ID: <otrs-4.8.8-99999-9999999999-170.6-3-0@helpdesk.internal.local>
Auto-Submitted: auto-replied
To: nagiosrt@dbnet.co.il
X-OTRS-Queue: Golf
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
Date: Thu, 10 Mar 2011 05:41:37 +0200

There is no need to reply to this message right now. Your ticket has been
assigned an ID of [test #6].

Please include the string:
Customer: Golf#
[test #6]

in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.

Thank you,
BPOSAdmin@dbnet.co.il

Post by **jojo** » 17 Mar 2011, 15:58

is Golf a Subqueue?

ArielRauch · Post by **ArielRauch** » 17 Mar 2011, 16:27

No - I have not defined any sub-queues yet

Post by **jojo** » 17 Mar 2011, 21:26

have a look in the Logfile, what is it telling?

ArielRauch · Post by **ArielRauch** » 17 Mar 2011, 22:14

this what the log says: Found no Queue for Golf!

I do not understand - the queue exists and this is its name

Any idea?

Post by **jojo** » 17 Mar 2011, 22:30

Please how a screenshot of the admin interface for queues

ArielRauch · Post by **ArielRauch** » 17 Mar 2011, 22:41

Please see the attached file

ArielRauch · Post by **ArielRauch** » 18 Mar 2011, 11:07

I have kind of solved the problem.
The mail I sent probably had some unvisible special characters around the queue name. When I am sending from my outlook mail account everything works ok (I am using postmaster filter as I cannot add x-headers from outlook).

I assume I will have to solve it when I am starting to connect Nagios to the system

Thanks for your help

Ariel

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