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Create tickets from e-mails

Added by Niels Przybilla about 6 years ago

Hello,

is openproject useable as a “real” ticket system ?

Means ?

What happens when we setup the email integration and read e-mails from a certain account like support@ourcomany.com

What will happen when customer1@web.de sends a mail to this support e-mail, but he is not a user who is setup in open project.?

Many thanks for clarification.

Best wishes

Niels


Replies (5)

RE: Create tickets from e-mails - Added by Phason Electronics about 6 years ago

Not that I’ve seen. It sounds like you need something more like SuiteCRM.

RE: Create tickets from e-mails - Added by Oliver Günther about 6 years ago

Hi Niels,

Incoming mails are supported, however need to be configured through a regularly run rake task (e.g., through a cronjob) that polls the pop3/imap account.
On your own installation, please use this guide to configure incoming mails.

There’s a section on the options if the mail address does not exist. You can either reject the mail, or use the Anonymous user to create the ticket.

Best,
Oliver

RE: Create tickets from e-mails - Added by Niels Przybilla about 6 years ago

Hi Oliver,

many thanks. So the users will not be added and i cannot answer to them through open project.

Or what does anonymous mean ?

Best wishes

Niels

RE: Create tickets from e-mails - Added by Oliver Günther about 6 years ago

Hi Niels,

please read through the guide, it explains what the functionality does. Users are not created on the fly (however that would be easy to implement if you’re up for it):

Sending user address

The address the mail is sent from must match an existing account in order to map the user action. If a matching account is found, the mail handler impersonates the user to create the ticket.

If no matching account is found, the mail is rejected. To override this behavior and allow unknown mail address to create work packages, set the option no_permission_check=1.

Note: This feature only provides a mapping of mail to user account, it does not authenticate the user based on the mail. Since you can easily spoof mail addresses, you should not rely on the authenticity of work packages created that way.

RE: Create tickets from e-mails - Added by Various Interactive over 3 years ago

Hi Niels,

maybe this helps you (I know your question is already outdated, but maybe other users are looking for something similar): https://varioous.at/blog/ticketing-system-mit-openproject/

Best wishes,
Harald

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