Re: [otrs] A few confused questions

4 Aug 2009

      Hi again,

I have the following line successufully working on my OTRS BOX:

*/5 * * * * perl /opt/otrs/bin/PostMasterMailbox.pl > /dev/null 2>&1

At first sight:

   - I use 5, not 05
   - I first call the binary used to run the script (perl)
   - I'm not using $HOME variable, it could be unset, absolut paths rarely
   fail ;)

Hope it helps,

Leonardo Certuche

On Tue, Aug 4, 2009 at 1:14 PM, Mauricio Tavares wrote:
...
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 
...
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 > 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.
   ---------------------------------------------------------------------
   OTRS mailing list: otrs - Webpage: http://otrs.org/
   Archive: http://lists.otrs.org/pipermail/otrs
   To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
   http://www.otrs.com/en/support/enterprise-subscription/
------------------------------------------------------------------------
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/