Re: [otrs] A few confused questions

4 Aug 2009

      Leonardo Certuche wrote:
...
Hi Mauricio,
What user is the cronjob associated with? I once have that same issue 
and moving the cronjobs to the root user solved it.
It seems /etc/cron.d/otrs is a link to /etc/otrs/cron, which is owned 
by root:root.

As a test, I created a cronjob file called ping,

# ls -lh /etc/cron.d/ping
-rw-r--r-- 1 root root 43 2009-08-04 13:24 /etc/cron.d/ping
# cat /etc/cron.d/ping
*/05 * * * * raub echo "ping" >> /tmp/pong
# ls -l /tmp/pong
-rw-r--r-- 1 raub raub 10 2009-08-04 13:30 /tmp/pong
# cat /tmp/pong
ping
ping
ping
#

And it seems to have no problems running on the same machine. So, I 
guess there may be something funky in /etc/cron.d/otrs. FYI, the line to 
run PostMasterMailbox.pl in that file was modified from

*/10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null

to

*/05 * * * * $HOME/bin/PostMasterMailbox.pl >> /tmp/otrs

so it would hopefully run every 5 minutes and write something in 
/tmp/otrs. That is the only change I have made to /etc/otrs/cron from 
the version that was installed by ubuntu. So far that file is still 
empty and mail still sits on the inbox.
...
The postmaster info is stored in the mail_account table of the database
Cool. Thanks.
...
About notifying customers on ticket creation, try 
/otrs/index.pl?Action=AdminAutoResponse using the autoreply type, you 
can even send the ticket number to the client so he can keep track of it.
Greetings,
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche@itcon-ltda.com mailto:leonardo.certuche@itcon-ltda.com
www.itcon-ltda.com http://www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
On Tue, Aug 4, 2009 at 12:14 PM, Mauricio Tavares mailto:raubvogel@gmail.com> wrote:
First of all, /etc/cron.d/otrs does not seem to be working.
    My test was to send an email to the account I setup otrs to retrieve
    email from. If I run PostMasterMailbox.pl manually, it will retrieve
    the email. But it is not being executed by cron. The only thing I
    did to the otrs cron file was to change the time between mail checks
    from 10 to 5 minutes. Right now it has a few test emails sitting on
    the queue but they are been cheerfully ignored. Any suggestions for
    why that is happening?
Also, where does it store the info used to configure the mail
    accounts you setup using Preferences->PostMaster Mail Account
    (chapter 5.13 in the manual)? Would it be in the otrs database?
How do you setup a queue to send back an email acknowledging
    it has received an email? I have associated an email to a queue but
    do not seem to figure out how to make it send that initial "Hey, we
    got your email request and now will think about it" message.
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