How to disable "TO" field check in POP3 mail parser?

[dicks]

We have found the following issue with Kayako. We forward several contact email addresses from different domains to our central contact email address defined in Kayako.

Example: we forward "contact@domain1.com" and "contact@domain2.com" to "contact@helpdesk.com"

Now what I found is that the POP3 parser of Kayako will parse emails sent to "contact@helpdesk.com" but not the others - they are listed in the parser log with an error: "No assigned queues found for mail recipients".

Talking to Kayako support they told me the TO field of the emails is checked. When it does not fit a defined email queue it will not be processed.

This is bogus for a contact email as described above because I need to create a queue (pipe) for each email address that is forwarded also. A big overhead.

Is there any advice how to handle this? Is there an option to disable "TO" field checking and have an email parser just add all emails in the POP3 box as new tickets?

Thanks for any advice on this.

DickS

[supportskins]

Add the email addresses to which you receive the email i.e. the "TO" email addresses as an email queue under:
Admin CP > Mail Parser > Insert Email Queue

You can set the fetch type as Piping. That should do it.

[pkreil]

Originally Posted by dicks

This is bogus for a contact email as described above because I need to create a queue (pipe) for each email address that is forwarded also. A big overhead.

No, you don't. Please see "Catch All Rules" in Admin-Area.

Simply enter a RegExp like

/^(contact\@domain1.com)$/

and set Target to contact@helpdesk.com

That's all...


Pascal

[dicks]

Pascal, it seems your solution is near to what I need.

Can you tell me how a catch all for any email to "support@" will be handled when we also have POP3 email parsers with addresses "support@"? Will there be a conflict?

Thx

DickS

[pkreil]

Originally Posted by dicks

Can you tell me how a catch all for any email to "support@" will be handled when we also have POP3 email parsers with addresses "support@"? Will there be a conflict?

I think there will be a conflict. We created such a Catch-All for every mail to be able to modify each of them independent (in case something changes), because RegEx in Kayako is a bit difficult sometimes....
I'm happy, that I was able to figure out a working RegEx for this kind of forwarding ;-)


Pascal

[dicks]

Originally Posted by pkreil

I think there will be a conflict. We created such a Catch-All for every mail to be able to modify each of them independent (in case something changes), because RegEx in Kayako is a bit difficult sometimes....
I'm happy, that I was able to figure out a working RegEx for this kind of forwarding ;-)

Can anyone comment on this? Will there be an issue when we have a POP3 parser rule for "support@helpdesk.com" and then a general catch-all for all emails with "support@" ?

Appreciate the help!

[John Haugeland]

That isn't what a catch-all is. A catch-all is just a rule which applies to mail which isn't matched by other rules.

because RegEx in Kayako is a bit difficult sometimes...

I'm reminded of the old programmer's saying "So you've got a problem, and yout hink 'oh, I could solve this with a regular expression'. Now you've got two problems."

[dicks]

Originally Posted by John Haugeland

That isn't what a catch-all is. A catch-all is just a rule which applies to mail which isn't matched by other rules.

Right, so I can have my POP3 parser fetching "support@domain1.com" and a catch all that channels all other emails matching "support@" to the email queue associated with "support@domain1.com" ?

[dicks]

Here I will answer my question myself .

I contacted support and asked them about the priority of the email parser (POP/PIPE) vs. a catch-all rule.

Dick Schiferli: can you tell me the priority of the parser modules (POP3/pipe) vs. catch-all
Dick Schiferli: i want to know if first all pop accounts are read and then the catch-all is applied
Dick Schiferli: or other way around
Harkirat Kaur: First the POP3 accounts are read.
Dick Schiferli: ok, so if i create a catch-all for any email with "support@" then the emails with "support@" for which a POP3 parser exists will be fetched first?
Dick Schiferli: and the catch-all then collects any "left overs"?
Harkirat Kaur: Yes, it will work like this.

So, this is great as you can create the POP email boxes and then create a few catch-all rules to pickup any left overs.

Will be trying this - if it works it is exactly what I needed.

Cheers!

DickS