Assigning an Email Address To A Category

[phoenix]

Hello,
Firstly, I am a new user of the Hesk help-desk system, and find it a lot nicer than OsTicket, to be honest.
Secondly, I was wondering (as this isn't in the knowledge base,) is there no way you can assign an email address to a category?
For instance, say I have a category called, virtual-servers.
Could I not assign an email address (I.E., virtualservers@domain.com,) to the category virtual-servers?
Currently, my clients email the default support address and all tickets go into the category called support under a priority of low.
I've created 2 other categories, but I must log into the staff panel and actually assign the tickets to the other categories.
I am running Hesk version 2.8.2.
Script URL (if needed) is
https://chavezapps.us/support
I'd appreciate any guidance that might be able to be provided.

[Klemen]

There is no built-in way (setting) for this.

What you can do is:

1. create two copies of the "inc/mail/hesk_pipe.php" (or hesk_pop3.php or hesk_imap.php, depending on which method for email to ticket you use)
2. inside each copy change the line

   Code: Select all

   $set_category = 1;

   to the category ID of the category you wish to. For example, if you set it to

   Code: Select all

   $set_category = 3;

   that file will assign tickets to category with ID 3.
   
   Similarly, you can change the priority and email login details for each of the copy, read comments in the file under OPTIONAL MODIFICATIONS
3. setup email piping (or cron job) for the copies

[phoenix]

There is no built-in way (setting) for this.

What you can do is:

1. create two copies of the "inc/mail/hesk_pipe.php" (or hesk_pop3.php or hesk_imap.php, depending on which method for email to ticket you use)
2. inside each copy change the line

   Code: Select all

   $set_category = 1;

   to the category ID of the category you wish to. For example, if you set it to

   Code: Select all

   $set_category = 3;

   that file will assign tickets to category with ID 3.
   
   Similarly, you can change the priority and email login details for each of the copy, read comments in the file under OPTIONAL MODIFICATIONS
3. setup email piping (or cron job) for the copies

So what you are saying is this. For each copy of hesk_pop3.php for instance, I'd put something like, in a cronjob:

Code: Select all

*/5 * * * * /usr/bin/curl https://chavezapps.us/support/inc/mail/hesk_pop3-1.php

Or

Code: Select all

*/5 * * * * /usr/bin/curl https://chavezapps.us/support/inc/mail/hesk_pop3-2.php

And it should know, even if the customer emails the default support address, what categories to process tickets for?

[Klemen]

Yes, a separate cron job for each copy.

Then, make sure each copy connects to a unique mailbox, by manually modifying login details inside the copy.

You need to uncomment this code block by removing the /* from the beginning and */ at the end:

Code: Select all

/*
$hesk_settings['pop3_host_name'] = 'mail.server.com';
$hesk_settings['pop3_host_port'] = 110;
$hesk_settings['pop3_tls']       = 0;
$hesk_settings['pop3_user']      = 'user@server.com';
$hesk_settings['pop3_password']  = 'password';
*/

Don't modify the original hesk_pop3.php file and it will use login details from the settings.

In the copy, modify the user and password and the copy will login to the different account.

[phoenix]

Great. Thank you so much for your help.

[amycoty]

Hi Friends:
I am a newbie and need some "noncoder" type help to get the categories to go to certain addresses.
Is there a kind soul out there who could help me understand and even execute the directions in this thread?
We could hop on the phone. I am in the US.
Thank you!!!