emails are showing up again

tripal jadeja

16 Sep 2002 16 Sep '02

5:35 p.m.

Hi to all, I am new to otrs , just installed it on suse 7.3 with mysql and all required perl modules. I have created a user test,group tgroup , queue tqueue , new maill address tmail@domain.com . The group for the "tqueue" is set to "tgroup" . The email address for "tqueue" is set to tmail@domain.com The user "test" is member of "tgroup" The "Follow up Option:" for tqueue is set to possible. The address tmail@domain.com is being forwarded to otrs . The .procmailrc is setup to forward all mails to tmail@domain.com to tqueue . A customer for example cust@cust.com writes and email to tmail@domain.com the new message lets say "problem" appears under the queue "tqueue" which is expected. For example user test gives a replys to this message with lets say "reply1" to the customer . In reply to the message "reply1" from the agent (test) customer writes second message for example "ALL OKAY" to the agent(test). This "ALL OKAY" also appears under the queue "tqueue" and under locked message which also true . Now in reply to "ALL OKAY " agent writes a message "TICKET CLOSED" with next ticket stat "closed" . The customer in this example cust@cust .com receives this message . Thread is as below 1 problem Customer(cust@domain.com) ==> Agent (test) ( this message appears below queue "tqueue") 2 reply1 Agent (test) ==> Customer(cust@domain.com) next ticket stat "open " (The status of the ticket is changed to lock) 3 ALL OKAY Customer(cust@domain.com) ==> Agent (test) 4 TICKET CLOSED Agent (test) ==> Customer(cust@domain.com) next ticket stat "closed successfully " (The ticked is closed and disappears from the queue) |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs gets executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the ticket is getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that ticket thread and ticket is again getting status locked The below is the the thread sequence from otrs . |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem (The ticket status is changed to lock) and after every hour its adding the same message again to the thread. The problem does not end here , Another ticket with the next number in the sequence is created under the queue 'tqueue' with the message no 1 i.e "problem" and also system default reply from otrs to the customer {This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote:

...

problem Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team} is appearing as the next message in the new ticket thread . New ticket under "tqueue" |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem |-->>>system (email-external) (plain) 2002-09-16 19:02:59

I hope I have make my problem clear :-) , so please somebody help me to get the cause of this problem . Thanks a lot in advance . regards, Tripal Jadeja

Show replies by date

Martin Edenhofer

16 Sep 16 Sep

6:16 p.m.

Hi Tripal, On Mon, Sep 16, 2002 at 07:35:26PM +0200, tripal jadeja wrote:

...

I am new to otrs , just installed it on suse 7.3 with mysql and all required perl modules. [...] Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs gets executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the ticket is getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that ticket thread and ticket is again getting status locked The below is the the thread sequence from otrs . [...] and after every hour its adding the same message again to the thread. The problem does not end here , [...] I hope I have make my problem clear :-) , so please somebody help me to get the cause of this problem .

Ja. :-) It's a file permission problem. Please try to set the default group of the otrs user to nogroup (GID 65534). [/etc/passwd] otrs:x:501:100::/opt/OpenTRS/:/bin/false [...] To: [...] otrs:x:501:65534::/opt/OpenTRS/:/bin/false [...] Try "/etc/rc.d/otrs cleanup" and all emails should be processed. Then you get no more follow ups hourly. Feedback would be nice. So I can fix (add) this info to the next version. Thanks!

...

Tripal Jadeja

Have a lot of fun. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider

tripal jadeja

17 Sep 17 Sep

10:33 a.m.

Hi , I have tried the solution given by martin but the problem is still there . I have some more details to show . The following is the out put from the procmail log when first mail from the customer arrives to the otrs. procmail: [893] Tue Sep 17 11:42:03 2002 procmail: No match on ! ^From.*@domain.com procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/433: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: [893] Tue Sep 17 11:42:04 2002 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/1" procmail: Opening "/opt/OpenTRS/var/spool/1" procmail: Acquiring kernel-lock

...

From cust@domain.com Tue Sep 17 11:42:03 2002 Subject: problem Folder: /opt/OpenTRS/var/spool/1 2546 procmail: Notified comsat: otrs@0:/opt/OpenTRS/var/spool/1

NOW I am executing otrs cleanup as follows than the message comes up again . # sudo -u otrs /etc/rc.d/otrs cleanup Checking otrs spool dir... Starting otrs PostMaster... (/opt/OpenTRS/var/spool/1) Starting otrs PostMaster... (/opt/OpenTRS/var/spool/2) Starting otrs PostMaster... (/opt/OpenTRS/var/spool/3) done. The following messages are reported in /var/log/messages Sep 17 12:09:16 satan OpenTRS-PM[1343]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:09:16 satan OpenTRS-PM[1348]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:09:17 satan OpenTRS-PM[1353]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Now I am executing the same command with root priviledge # /etc/rc.d/otrs cleanup The following messages are reported in /var/log/messages Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010158] created (TicketID=157, ArticleID=447). Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010158] ("cust" cust@domain.com) Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010159] created (TicketID=158, ArticleID=448). Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010159] ("cust" dust@domain.com) Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010160] created (TicketID=159, ArticleID=449). Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010160] ("cust" cust@domain.com) Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. The following messages are reported in promail log /opt/OpenTRS/var/log/procmail--log procmail: [1064] Tue Sep 17 11:52:03 2002 procmail: No match on ! "^From.*@icompo.net" procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/435: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: [1064] Tue Sep 17 11:52:04 2002 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/2" procmail: Opening "/opt/OpenTRS/var/spool/2" procmail: Acquiring kernel-lock

...

From cust@domain.com Tue Sep 17 11:52:03 2002 Subject: problem Folder: /opt/OpenTRS/var/spool/2 2546 procmail: Notified comsat: "otrs@0:/opt/OpenTRS/var/spool/2" procmail: [1148] Tue Sep 17 11:57:04 2002 procmail: No match on ! "^From.*@icompo.net" procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/437: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/3" procmail: Opening "/opt/OpenTRS/var/spool/3" procmail: Acquiring kernel-lock From cust@domain.com Tue Sep 17 11:57:04 2002 Subject: new problem Folder: /opt/OpenTRS/var/spool/3 2558 procmail: Notified comsat: otrs@0:/opt/OpenTRS/var/spool/3

When I execute otrs cleanup as root only that time the message comes back but it does not happen again ,the messages are removed from the spool folder. Thanks for your interest and help Martin . regards, tripal ----- Original Message ----- From: "Martin Edenhofer" To: Sent: Monday, September 16, 2002 8:16 PM Subject: Re: [otrs] emails are showing up again

...

Hi Tripal,

On Mon, Sep 16, 2002 at 07:35:26PM +0200, tripal jadeja wrote:

...
I am new to otrs , just installed it on suse 7.3 with mysql and all required perl modules. [...] Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs gets executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the ticket is getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that ticket thread and ticket is again getting status locked The below is the the thread sequence from otrs . [...] and after every hour its adding the same message again to the thread. The problem does not end here , [...] I hope I have make my problem clear :-) , so please somebody help me to get the cause of this problem .

Ja. :-) It's a file permission problem.

Please try to set the default group of the otrs user to nogroup (GID 65534).

[/etc/passwd] otrs:x:501:100::/opt/OpenTRS/:/bin/false [...]

To: [...] otrs:x:501:65534::/opt/OpenTRS/:/bin/false [...]

Try "/etc/rc.d/otrs cleanup" and all emails should be processed. Then you get no more follow ups hourly.

Feedback would be nice. So I can fix (add) this info to the next version.

Thanks!

...
Tripal Jadeja

Have a lot of fun.

Martin

-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider

_______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Christoph Kaulich

10:55 a.m.

Hello, this is the old umaks problem. Update Kernel::System::Article like said in http://lists.otrs.org/pipermail/otrs/2002-August/000170.html The the umask is correct, and the write permissions are set. Check the directories after that, and all your mails can be processed correctly. Christoph tripal jadeja schrieb:

...

Hi , I have tried the solution given by martin but the problem is still there . I have some more details to show . The following is the out put from the procmail log when first mail from the customer arrives to the otrs.

procmail: [893] Tue Sep 17 11:42:03 2002 procmail: No match on ! ^From.*@domain.com procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/433: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: [893] Tue Sep 17 11:42:04 2002 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/1" procmail: Opening "/opt/OpenTRS/var/spool/1" procmail: Acquiring kernel-lock

...
From cust@domain.com Tue Sep 17 11:42:03 2002 Subject: problem Folder: /opt/OpenTRS/var/spool/1 2546 procmail: Notified comsat: otrs@0:/opt/OpenTRS/var/spool/1

NOW I am executing otrs cleanup as follows than the message comes up again .

# sudo -u otrs /etc/rc.d/otrs cleanup Checking otrs spool dir... Starting otrs PostMaster... (/opt/OpenTRS/var/spool/1) Starting otrs PostMaster... (/opt/OpenTRS/var/spool/2) Starting otrs PostMaster... (/opt/OpenTRS/var/spool/3) done.

The following messages are reported in /var/log/messages

Sep 17 12:09:16 satan OpenTRS-PM[1343]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:09:16 satan OpenTRS-PM[1348]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:09:17 satan OpenTRS-PM[1353]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started...

Now I am executing the same command with root priviledge

# /etc/rc.d/otrs cleanup

The following messages are reported in /var/log/messages

Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010158] created (TicketID=157, ArticleID=447). Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010158] ("cust" cust@domain.com) Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010159] created (TicketID=158, ArticleID=448). Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010159] ("cust" dust@domain.com) Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010160] created (TicketID=159, ArticleID=449). Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010160] ("cust" cust@domain.com) Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped.

The following messages are reported in promail log /opt/OpenTRS/var/log/procmail--log

procmail: [1064] Tue Sep 17 11:52:03 2002 procmail: No match on ! "^From.*@icompo.net" procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/435: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: [1064] Tue Sep 17 11:52:04 2002 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/2" procmail: Opening "/opt/OpenTRS/var/spool/2" procmail: Acquiring kernel-lock

...
From cust@domain.com Tue Sep 17 11:52:03 2002 Subject: problem Folder: /opt/OpenTRS/var/spool/2 2546 procmail: Notified comsat: "otrs@0:/opt/OpenTRS/var/spool/2" procmail: [1148] Tue Sep 17 11:57:04 2002 procmail: No match on ! "^From.*@icompo.net" procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/437: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/3" procmail: Opening "/opt/OpenTRS/var/spool/3" procmail: Acquiring kernel-lock From cust@domain.com Tue Sep 17 11:57:04 2002 Subject: new problem Folder: /opt/OpenTRS/var/spool/3 2558 procmail: Notified comsat: otrs@0:/opt/OpenTRS/var/spool/3

When I execute otrs cleanup as root only that time the message comes back but it does not happen again ,the messages are removed from the spool folder.

Thanks for your interest and help Martin .

regards, tripal

----- Original Message ----- From: "Martin Edenhofer" To: Sent: Monday, September 16, 2002 8:16 PM Subject: Re: [otrs] emails are showing up again

...
Hi Tripal,

On Mon, Sep 16, 2002 at 07:35:26PM +0200, tripal jadeja wrote:

...
I am new to otrs , just installed it on suse 7.3 with mysql and all

required

...
...
perl modules. [...] Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs

gets

...
...
executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the

ticket is

...
...
getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that

ticket

...
...
thread and ticket is again getting status locked The below is the the thread sequence from otrs . [...] and after every hour its adding the same message again to the thread. The problem does not end here , [...] I hope I have make my problem clear :-) , so please somebody help me to

get

...
...
the cause of this problem .

Ja. :-) It's a file permission problem.

Please try to set the default group of the otrs user to nogroup (GID

65534).

...
[/etc/passwd] otrs:x:501:100::/opt/OpenTRS/:/bin/false [...]

To: [...] otrs:x:501:65534::/opt/OpenTRS/:/bin/false [...]

Try "/etc/rc.d/otrs cleanup" and all emails should be processed. Then you

get no

...
more follow ups hourly.

Feedback would be nice. So I can fix (add) this info to the next version.

Thanks!

...
Tripal Jadeja

Have a lot of fun.

Martin

-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider

_______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

_______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- Dipl.-Ing. Christoph Kaulich Tel.: ++49 (0) 531 / 2 405 551 GNS mbH Fax : ++49 (0) 531 / 2 405 552 Wilhelmitorwall 3 mailto:kaulich@gns-mbh.com 38118 Braunschweig http://www.gns-mbh.com

tripal jadeja

2:47 p.m.

Hi , problem solved :-) After replacing the Article.pm and changing the permission on the problem directories mails are being processed correctly. Thankx a lot Regards, tripal ----- Original Message ----- From: "Christoph Kaulich" To: Sent: Tuesday, September 17, 2002 12:55 PM Subject: Re: [otrs] emails are showing up again

...

Hello,

this is the old umaks problem.

Update Kernel::System::Article like said in

http://lists.otrs.org/pipermail/otrs/2002-August/000170.html

The the umask is correct, and the write permissions are set. Check the directories after that, and all your mails can be processed correctly.

Christoph

tripal jadeja schrieb:

...
Hi , I have tried the solution given by martin but the problem is still there . I have some more details to show . The following is the out put from the procmail log when first mail from the customer arrives to the otrs.

procmail: [893] Tue Sep 17 11:42:03 2002 procmail: No match on ! ^From.*@domain.com procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/433: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: [893] Tue Sep 17 11:42:04 2002 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/1" procmail: Opening "/opt/OpenTRS/var/spool/1" procmail: Acquiring kernel-lock

...
From cust@domain.com Tue Sep 17 11:42:03 2002 Subject: problem Folder: /opt/OpenTRS/var/spool/1 2546 procmail: Notified comsat: otrs@0:/opt/OpenTRS/var/spool/1

NOW I am executing otrs cleanup as follows than the message comes up again .

# sudo -u otrs /etc/rc.d/otrs cleanup Checking otrs spool dir... Starting otrs PostMaster... (/opt/OpenTRS/var/spool/1) Starting otrs PostMaster... (/opt/OpenTRS/var/spool/2) Starting otrs PostMaster... (/opt/OpenTRS/var/spool/3) done.

The following messages are reported in /var/log/messages

Sep 17 12:09:16 satan OpenTRS-PM[1343]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:09:16 satan OpenTRS-PM[1348]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:09:17 satan OpenTRS-PM[1353]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started...

Now I am executing the same command with root priviledge

# /etc/rc.d/otrs cleanup

The following messages are reported in /var/log/messages

Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010158] created (TicketID=157, ArticleID=447). Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010158] ("cust" cust@domain.com) Sep 17 12:11:04 satan OpenTRS-PM[1392]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010159] created (TicketID=158, ArticleID=448). Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010159] ("cust" dust@domain.com) Sep 17 12:11:05 satan OpenTRS-PM[1399]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped. Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][54] Global OpenTRS email handle (PostMaster.pl) started... Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][Kernel::System::PostMaster::NewTicket::Run][156] New Ticket [1010160] created (TicketID=159, ArticleID=449). Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][Kernel::System::PostMaster::NewTicket::Run][258] Sent no auto reply for Ticket [1010160] ("cust" cust@domain.com) Sep 17 12:11:05 satan OpenTRS-PM[1406]: [Debug][/opt/OpenTRS/bin/PostMaster.pl][66] Global OpenTRS email handle (PostMaster.pl) stoped.

The following messages are reported in promail log /opt/OpenTRS/var/log/procmail--log

procmail: [1064] Tue Sep 17 11:52:03 2002 procmail: No match on ! "^From.*@icompo.net" procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/435: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: [1064] Tue Sep 17 11:52:04 2002 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/2" procmail: Opening "/opt/OpenTRS/var/spool/2" procmail: Acquiring kernel-lock

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From cust@domain.com Tue Sep 17 11:52:03 2002 Subject: problem Folder: /opt/OpenTRS/var/spool/2 2546 procmail: Notified comsat: "otrs@0:/opt/OpenTRS/var/spool/2" procmail: [1148] Tue Sep 17 11:57:04 2002 procmail: No match on ! "^From.*@icompo.net" procmail: Locking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Opening "/opt/OpenTRS/var/INBOX.Backup.2002-09" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/OpenTRS/var/INBOX.Backup.2002-09.lock" procmail: Couldn't determine implicit lockfile from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/OpenTRS/bin/PostMaster.pl" mkdir /opt/OpenTRS/var/article/2002/09/17/437: Permission denied at /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 procmail: Non-zero exitcode (255) from "/opt/OpenTRS/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Assigning "LASTFOLDER=/opt/OpenTRS/var/spool/3" procmail: Opening "/opt/OpenTRS/var/spool/3" procmail: Acquiring kernel-lock From cust@domain.com Tue Sep 17 11:57:04 2002 Subject: new problem Folder: /opt/OpenTRS/var/spool/3 2558 procmail: Notified comsat: otrs@0:/opt/OpenTRS/var/spool/3

When I execute otrs cleanup as root only that time the message comes back but it does not happen again ,the messages are removed from the spool folder.

Thanks for your interest and help Martin .

regards, tripal

----- Original Message ----- From: "Martin Edenhofer" To: Sent: Monday, September 16, 2002 8:16 PM Subject: Re: [otrs] emails are showing up again

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Hi Tripal,

On Mon, Sep 16, 2002 at 07:35:26PM +0200, tripal jadeja wrote:

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I am new to otrs , just installed it on suse 7.3 with mysql and all

required

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perl modules. [...] Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs

gets

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executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the

ticket is

...
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getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that

ticket

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thread and ticket is again getting status locked The below is the the thread sequence from otrs . [...] and after every hour its adding the same message again to the thread. The problem does not end here , [...] I hope I have make my problem clear :-) , so please somebody help me to

get

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the cause of this problem .

Ja. :-) It's a file permission problem.

Please try to set the default group of the otrs user to nogroup (GID

65534).

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[/etc/passwd] otrs:x:501:100::/opt/OpenTRS/:/bin/false [...]

To: [...] otrs:x:501:65534::/opt/OpenTRS/:/bin/false [...]

Try "/etc/rc.d/otrs cleanup" and all emails should be processed. Then you

get no

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more follow ups hourly.

Feedback would be nice. So I can fix (add) this info to the next version.

Thanks!

...
Tripal Jadeja

Have a lot of fun.

Martin

-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider

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Christoph Kaulich
Martin Edenhofer
tripal jadeja