If you use the PostMaster.pl method, the you can add X-OTRS header to the email and PostMaster.pl will use this header by piping the email into PostMaster.pl.
The X-OTRS-Queue Mail-Header
The X-OTRS-Queue Mail-Header is parsed by OTRS and OTRS will pipe these e-mails direct in this queue. Procmail and fromail can be used to create a powerfull dispatcher tool.
Examples
The following examples are copied from the procmailex man-page. Feel free to have a look into it (actually it is quite a good idea). Of course we changed the wording a bit (to fit it into the queueing idea).
Sort out all mail coming from the scuba-dive mailing list into the scuba queue.
:0 fhw : * ^TOscuba | formail -I "X-OTRS-Queue: scuba" |
:0 fhw : * ^From.*peter * ^Subject:.*compilers | formail -I "X-OTRS-Queue: william" |
Example 7-2. .procmailrc
# -- # .procmailrc - procmailrc of the OTRS user # Copyright (C) 2001-2002 Martin Edenhofer (martin+code at otrs.org) # -- # $Id: receiving_email.sgml,v 1.1 2003/12/09 08:34:20 robert Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- SYS_HOME=$HOME PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *@example.com # -- :0 fhw : * !^From.*@example.com | grep -vi '^X-OTRS-' # -- # Examples for queue presorting. # -- :0 fhw : * ^List-Id:.*OpenAntiVirus | formail -I "X-OTRS-Queue: OpenAntiVirus" :0 fhw : * ^Sender:.*example.com | formail -I "X-OTRS-Queue: example" :0 fhw : * TO:.*BUGTRAQ | formail -I "X-OTRS-Queue: BUGTRAQ" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- |
There is also a list of all usable X-OTRS header in doc/X-OTRS-Headers.txt.