Tickets going to raw instead of default queue

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dsekelybrs
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Joined: 30 Mar 2017, 19:37
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Real Name: David Sekely

Tickets going to raw instead of default queue

Post by dsekelybrs »

I'm having an issue where new tickets that are coming into the raw queue instead of the assigned default queue. This has been working correctly for some time but something changed and I can't seem to track down what could be causing it.

system config setting
Core::PostMaster PostmasterDefaultQueue is assigned the queue that I want but the tickets still go into the raw queue

OTRS Version 6.0.12

root
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Re: Tickets going to raw instead of default queue

Post by root »

Hi,

Is there a queue configured in the Mailaccounts?

- Roy
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dsekelybrs
OTRS newbie
Posts: 19
Joined: 30 Mar 2017, 19:37
OTRS Version?: 6.0.12
Real Name: David Sekely

Re: Tickets going to raw instead of default queue

Post by dsekelybrs »

I am tracking this down further and it appears that OTRS is not following the X-OTRS-Queue set in the mail header to assign the ticket to the correct queue. These come from a web form and the mail header is assigned based on the form used.

Where would I look next to resolve this issue?

zzz
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Re: Tickets going to raw instead of default queue

Post by zzz »

Hello,

Have you enabled the 'trusted' setting in Admin -> PostMaster Mail Accounts -> Mail Account?

Best regards
Emin
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dsekelybrs
OTRS newbie
Posts: 19
Joined: 30 Mar 2017, 19:37
OTRS Version?: 6.0.12
Real Name: David Sekely

Re: Tickets going to raw instead of default queue

Post by dsekelybrs »

we are not using a fetch account to pull in tickets. so this is not applicable.

root
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Re: Tickets going to raw instead of default queue

Post by root »

dsekelybrs wrote:
15 Jan 2020, 20:02
we are not using a fetch account to pull in tickets. so this is not applicable.
Then tell how e-mails got into your OTRS

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

dsekelybrs
OTRS newbie
Posts: 19
Joined: 30 Mar 2017, 19:37
OTRS Version?: 6.0.12
Real Name: David Sekely

Re: Tickets going to raw instead of default queue

Post by dsekelybrs »

We are using postfix to get emails into OTRS. This particular issue is only happens with the tickets submitted from our web form that has the X-OTRS-Queue assigned. We don't allow our regular users to send emails to these particular queues so we use the headers to direct them to the desired queue based on selections from our web form.

If we send to the queue's email address from an outside email address there are no issues.

root
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Joined: 18 Dec 2007, 12:23
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Re: Tickets going to raw instead of default queue

Post by root »

Hi,

Ok, if you're using Postfix then check the .procmailrc. In the default one which is provided with OTRS we're all X-OTRS headers removed if the were not send from @example.com. Just comment these lines out. Thiis is to prevent other to remote control your OTRS by using headers. To secure it's better to use sth like the example with the X-OTRS-Ident heade. Just choose another secret when using it.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

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