On Tue, Aug 4, 2009 at 1:14 PM, Mauricio Tavares <raubvogel@gmail.com> 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 <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 <raubvogel@gmail.com <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.
---------------------------------------------------------------------
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/