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KnowledgeBase

Email Piping

Piping is a method of getting emails from your mail server into our products. Unlike the POP account functionality, where the product will periodically check your mail server for new emails, the PIPE functionality will cause your server to forward the emails as soon at it receives them. To automatically forward all email to the email parser you must forward the email to the pipe script.

For Help Desk users, the pipe script is located at admin/pipe.php, in your help desk directory.

Below are some common ways to setup the forward (typically .forward file):

Sendmail

Setting up an alias (option 1)

Look in the directory /etc on your server for your alias file. Add the line:

script: "|/path/to/tt/admin/cron/pipe.php"

Using a .forward file (option 2)

Create a .forward file in your main home directory.

"|/path/to/tt/admin/cron/pipe.php" 

or:

[email protected],"|/path/to/tt/admin/cron/pipe.php"

Exim

Setting up an alias (option 1)

Look in the directory /etc on your server for your alias file. Add the line:

script: |/path/to/tt/admin/cron/pipe.php

Then open your /etc/exim.conf file and do a find for "address_pipe."  Replace the "address_pipe" section with:

address_pipe:
  driver = pipe
  pipe_as_creator

If the "address_pipe" is not found in your exim.conf file add the aboe to the bottom of the file.

Using a .forward file (option 2)
Create a .forward file in your main home directory.

|/path/to/tt/admin/cron/pipe.php 

or:

[email protected],|/path/to/tt/admin/cron/pipe.php


Qmail

If you are a normal user, you can create an alias by saving a file called .qmail-foo in your home directory. Email sent to [email protected] is then sent as specified in this file.

If you want to create just an alias, without being a user, eg. [email protected], you create a .qmail file in the /var/qmail/alias directory. .qmail-myscript should do it.

Add the following to your .qmail file and save it:

|/path/to/tt/admin/cron/pipe.php


Cpanel

In the Email Management Tools section, you should find a link labeled "Aliases / Forwarding". Click that link. Click the Add Forwarder link that should show on the following screen. You'll be given the option to enter an email address, to the right of which is an arrow and a text box that indicates where email sent to that address should ultimately go. The "pipe" comes in with that text box: you will want to literally type the "|" (commonly referred to as "pipe"), followed by the full path to SupportTrio's pipe.php file. For example, if your account was located as "/home/account", and your SupportTrio was installed as "/home/account/public_html/trio", then what you would type here is "|/home/account/public_html/trio/admin/cron/pipe.php". That tells your mail server to pass the entire content of email sent to this address to the pipe.php file, which will then log it in your database.

You will also need to create an account using the same email address in SupportTrio, which lets it know what to do with the email once it is read. To do that, click on the Settings menu, drag your mouse over the Email Parser item, and then click the Email Account Settings menu item. From there you can create the new account -- make sure the Email Setting Type you choose is "Pipe" instead of the default "POP". Enter the email address you entered in CPanel and choose which department to which you will assign the tickets (and any other options you like). Finally, click the Add Email Account button, and you're done.

Please be sure to set the permissions for /admin/cron/pipe.php file to 755 so the server can execute it.  This can be done with the CHMOD command, or your server administrator can make this change if you are unable to do so.




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