Re: [otrs] OTRS & Email Settings

Try to see if $HOME is set for user otrs. something like su - otrs -c echo $HOME or su - otrs -c $HOME/bin/PostMasterMailbox.pl -d 3 and try to watch either cron.log or system messages HTH MV On Tue, Sep 29, 2009 at 8:03 PM, Alfredo Frugone wrote:

I had a similar problem, I've checked cronjobs, and I think all is OK, but messages are not automatically polled from the configured mail box, but manually it works perfect by pressing on "Run Now!" from PostMaster Mail Account management

/opt/otrs/var/cron# crontab -l -u otrs shows: # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null

What else I must check?

Thanks Alfredo

On Mon, Sep 28, 2009 at 11:13 AM, Michiel Beijen wrote:

...

Hi Steve,

I'm glad you like the software!

1. It looks like you've not set up the cron jobs yet. By default, any

configured mailboxes should be polled every 10 minutes. [ http://doc.otrs.org/2.4/en/html/x531.html#cronjobs]

...

2. If people send mail in, and you want them to receive an

acknowledgement: go to Admin > Auto Responses and create a response of type "Auto Reply". Then, tie that to your Queue under Auto Responses <> Queues.

...

3. To implement this, just put in a regular escalation (either queue

based, or SLA based, which would be a little bit more complex). Now, define a queue and subscribe the 'manager' people to that. Create a GenericAgent job via Admin > GenericAgent that pushes tickets to this new 'escalated' queue if the ticket SLA time has passed.

...

HTH,

Michiel

On Mon, Sep 28, 2009 at 4:46 PM, Steve Anness

wrote:

...

...

Good morning,

first off let me thank you guys in advance, OTRS is a great system and

so far it has done wonders for this three man IT Department supporting over 100 users world wide for a non-profit organization. As our organization grows and our needs become more complex the need for automation continues to rise. So there are three things I would like guidance on doing. Any good step-by-step documentation to assist with these three things (assuming they are possible) would be great.

...

1) Checking for emails automatically, I can go under the mail setting

and click "run" and it downloads my support emails. I need to automate this process but can't seem to figure it out.

...

2) Sending out an auto-response. I can't seem to get it to work to where when I create a ticket it sends an auto-response email letting the person who submitted the ticket know that a ticket was created. 3) The Escalation process -- if a ticket is created via email, can I have it initially send notification to three people and then if there isn't a response have it send an escalation email to supervisors?

Thank you again for your advice and guidance.

Best Wishes,

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