Junk queue deletion

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Re: [otrs] Problem with attachments

Stefan Testa

10 Mar 2004 10 Mar '04

3:31 p.m.

Hello, We currently get a lot of spam sent to our OTRS system so I have just been telling everyone to move it into the "junk" queue. How do I go about deleting all of this junk? If there is a better way to go about doing this, please let me know. Thanks! Stefan

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Robert Kehl

10 Mar 10 Mar

11:50 p.m.

On Wednesday, March 10, 2004 4:31 PM Stefan Testa wrote:

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We currently get a lot of spam sent to our OTRS system so I have just been telling everyone to move it into the "junk" queue. How do I go about deleting all of this junk?

The GenericAgent is meant for performing this. See http://doc.otrs.org/1.2/en/html/generic-agent.html and http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 GA will get executed via the Cron jobs. See http://doc.otrs.org/1.2/en/html/cronjob.html

...

If there is a better way to go about doing this, please let me know.

You're on track already. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

15 Mar 15 Mar

1:37 p.m.

On Wed, 2004-03-10 at 18:50, Robert Kehl wrote:

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On Wednesday, March 10, 2004 4:31 PM Stefan Testa wrote:

...
We currently get a lot of spam sent to our OTRS system so I have just been telling everyone to move it into the "junk" queue. How do I go about deleting all of this junk?

The GenericAgent is meant for performing this. See http://doc.otrs.org/1.2/en/html/generic-agent.html and http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040

GA will get executed via the Cron jobs. See http://doc.otrs.org/1.2/en/html/cronjob.html

Robert, FWIW, these scripts don't work in my setup, whether executed by the cron job or executed manually. Is there a table in MySQL that I can go in and just delete the data directly? Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

5:33 p.m.

On Monday, March 15, 2004 2:37 PM L. Mark Stone wrote:

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On Wed, 2004-03-10 at 18:50, Robert Kehl wrote:

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On Wednesday, March 10, 2004 4:31 PM Stefan Testa wrote:

...
We currently get a lot of spam sent to our OTRS system so I have just been telling everyone to move it into the "junk" queue. How do I go about deleting all of this junk?

The GenericAgent is meant for performing this. See http://doc.otrs.org/1.2/en/html/generic-agent.html and http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040

GA will get executed via the Cron jobs. See http://doc.otrs.org/1.2/en/html/cronjob.html

FWIW, these scripts don't work in my setup, whether executed by the cron job or executed manually.

I still believe the GA to be able to do what you want. Is GA not working at all on your system? Why not, what do your logs say about it?

...

Is there a table in MySQL that I can go in and just delete the data directly?

This isn't adviceable, no. Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

16 Mar 16 Mar

3:50 a.m.

On Mon, 2004-03-15 at 12:33, Robert Kehl wrote:

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FWIW, these scripts don't work in my setup, whether executed by the cron job or executed manually.

I still believe the GA to be able to do what you want. Is GA not working at all on your system? Why not, what do your logs say about it?

Robert, There are no bad entries in the logs. All of the other cron jobs work fine, but the Junk queue never gets emptied. What would you like to see next? Best regards, Mark P.S. How about that quote? ;-) -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

9:46 a.m.

On Tuesday, March 16, 2004 4:50 AM L. Mark Stone wrote:

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There are no bad entries in the logs. All of the other cron jobs work fine, but the Junk queue never gets emptied.

What would you like to see next?

The exact entries from GenericAgent.pm and the active crontab, please. Prefer it well-done, please. Thanks. ;) Regards Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

4:36 p.m.

On Tue, 2004-03-16 at 04:46, Robert Kehl wrote:

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On Tuesday, March 16, 2004 4:50 AM L. Mark Stone wrote:

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There are no bad entries in the logs. All of the other cron jobs work fine, but the Junk queue never gets emptied.

What would you like to see next?

The exact entries from GenericAgent.pm and the active crontab, please. Prefer it well-done, please. Thanks. ;)

OK, here's the log file excerpt and the pm file: Mar 16 09:40:00 inside /USR/SBIN/CRON[21923]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Mar 16 09:40:00 inside /USR/SBIN/CRON[21925]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Mar 16 09:40:28 inside OTRS-CGI-10[5100]: [Notice][Kernel::System::Auth::DB::Auth] User: lmstone logged in (REMOTE_ADDR: 192.168.15.225). Mar 16 09:50:00 inside /USR/SBIN/CRON[22669]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Mar 16 09:59:00 inside /USR/SBIN/CRON[23278]: (root) CMD ( rm -f /var/spool/cron/lastrun/cron.hourly) Mar 16 10:00:00 inside /USR/SBIN/CRON[23317]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Mar 16 10:00:00 inside /USR/SBIN/CRON[23319]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Mar 16 10:05:08 inside nagios: Auto-save of retention data completed successfully. Mar 16 10:10:00 inside /USR/SBIN/CRON[24047]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Mar 16 10:20:00 inside /USR/SBIN/CRON[24781]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Mar 16 10:20:00 inside /USR/SBIN/CRON[24779]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Mar 16 10:30:00 inside /USR/SBIN/CRON[25488]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2004 Martin Edenhofer # -- # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::GenericAgent; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- # 'send escalation notifications' => { # Escalation => 1, # # new ticket properties # New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) 'delete' => { # get all tickets with this properties Queue => 'Junk', States => ['new', 'open', 'closed'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

5:07 p.m.

On Tuesday, March 16, 2004 5:36 PM L. Mark Stone wrote:

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# Kernel/Config/GenericAgent.pm - config file of generic agent # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $

Assuming you sent GenericAgent.pm, not possibly GenericAgent.pm.dist, you're doing too much. This is enough (as job!): 'delete' => { Queue => 'Junk', Locks => ['unlock'], New => { Delete => 1 }, }, I left away the states definition which could have prevented GA from doing what you want. Again, check if you really modified GenericAgent.pm. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

17 Mar 17 Mar

2:46 p.m.

On Tue, 2004-03-16 at 12:07, Robert Kehl wrote:

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On Tuesday, March 16, 2004 5:36 PM L. Mark Stone wrote:

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# Kernel/Config/GenericAgent.pm - config file of generic agent # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $

Assuming you sent GenericAgent.pm, not possibly GenericAgent.pm.dist, you're doing too much. This is enough (as job!):

'delete' => { Queue => 'Junk', Locks => ['unlock'], New => { Delete => 1 }, },

I left away the states definition which could have prevented GA from doing what you want.

Again, check if you really modified GenericAgent.pm.

Hi Robert, I did indeed modify GenericAgent.pm many OTRS versions ago, in accordance with the documentation. :-) Indeed, the current documentation shows the script I was using almost exactly (one of the ticket states was eliminated). Using your script up above, I notice that it is missing the comma after the "1" in the { Delete => 1 }, line. I took out the comma. But, unfortunately, I still have plenty of tickets in my Junk queue. So, I tried running GenericAgent.pl manually. It responded: Can't load agent job file 'Kernel::Config::GenericAgent': That doesn't sound good! Now what? Thanks, Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

7:43 p.m.

On Wednesday, March 17, 2004 3:46 PM L. Mark Stone wrote:

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Using your script up above, I notice that it is missing the comma after the "1" in the { Delete => 1 }, line. I took out the comma.

It doesn't matter if it's there or not.

...

But, unfortunately, I still have plenty of tickets in my Junk queue. So, I tried running GenericAgent.pl manually. It responded:

Can't load agent job file 'Kernel::Config::GenericAgent': That doesn't sound good!

Look if the permissions on the file Kernel/Config/GenericAgent.pm are correct (644 =>0.0). It looks as if GA cannot find it or cannot read it. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

8:11 p.m.

On Wed, 2004-03-17 at 14:43, Robert Kehl wrote:

...

On Wednesday, March 17, 2004 3:46 PM L. Mark Stone wrote:

...
But, unfortunately, I still have plenty of tickets in my Junk queue. So, I tried running GenericAgent.pl manually. It responded:

Can't load agent job file 'Kernel::Config::GenericAgent': That doesn't sound good! Look if the permissions on the file Kernel/Config/GenericAgent.pm are correct (644 =>0.0). It looks as if GA cannot find it or cannot read it.

Sorry Robert, I know how to do a chmod to get the rwx bits set, but which account should be the owner? otrs? Thanks, Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

9:04 p.m.

On Wednesday, March 17, 2004 9:11 PM L. Mark Stone wrote:

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...
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Can't load agent job file 'Kernel::Config::GenericAgent': Look if the permissions on the file Kernel/Config/GenericAgent.pm are correct (644 =>0.0). It looks as if GA cannot find it or cannot read it.

Sorry Robert, I know how to do a chmod to get the rwx bits set, but which account should be the owner? otrs?

Funny, I didn't cite a command - the '0.0' was meant to be a more comprehensive root.root. Sorry for the misunderstanding. What I'm thinking of is a situation like this: rw------- mstone mstone Kernel/Config/GenericAgent.pm If set that way, the otrs user has no chance to get to the file nor its contents. Just a thought. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

18 Mar 18 Mar

11:37 a.m.

On Wed, 2004-03-17 at 16:04, Robert Kehl wrote:

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On Wednesday, March 17, 2004 9:11 PM L. Mark Stone wrote:

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...
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Can't load agent job file 'Kernel::Config::GenericAgent': Look if the permissions on the file Kernel/Config/GenericAgent.pm are correct (644 =>0.0). It looks as if GA cannot find it or cannot read it.

Sorry Robert, I know how to do a chmod to get the rwx bits set, but which account should be the owner? otrs?

Funny, I didn't cite a command - the '0.0' was meant to be a more comprehensive root.root. Sorry for the misunderstanding.

What I'm thinking of is a situation like this:

rw------- mstone mstone Kernel/Config/GenericAgent.pm

If set that way, the otrs user has no chance to get to the file nor its contents. Just a thought.

OK, well, GenericAgent.pm had root root 644 permissions before I did anything. I tried otrs root 644 too, and that didn't work either. This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure. The other cron jobs work fine, so it is perplexing that it is just this one that doesn't run! What else should I try? What other info would be helpful for you to see? Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

1:13 p.m.

On Thursday, March 18, 2004 12:37 PM L. Mark Stone wrote:

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OK, well, GenericAgent.pm had root root 644 permissions before I did anything. I tried otrs root 644 too, and that didn't work either. This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure. What else should I try? What other info would be helpful for you to see?

Please give me a list of the file versions of your installation via PM: # fgrep -r "\$Id:" * Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

2:02 p.m.

On Thu, 2004-03-18 at 08:13, Robert Kehl wrote:

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On Thursday, March 18, 2004 12:37 PM L. Mark Stone wrote:

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OK, well, GenericAgent.pm had root root 644 permissions before I did anything. I tried otrs root 644 too, and that didn't work either. This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure. What else should I try? What other info would be helpful for you to see?

Please give me a list of the file versions of your installation via PM: # fgrep -r "\$Id:" *

OK, I ran the command and piped the output to a text file, attached. (If I just pasted the output here, it would word wrap, which I am assuming would be inconvenient for you). I'm also cc'ing you personally, in case the listserver bounces the attachment. Let me know if you need anything else, and thank you for taking the time to look at this! Best regards, Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

2:41 p.m.

On Thursday, March 18, 2004 12:37 PM L. Mark Stone wrote:

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This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure.

Could you cite the exact filename, please? Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

3:43 p.m.

Robert, My two responses are below. Thanks again! Mark On Thu, 2004-03-18 at 09:41, Robert Kehl wrote:

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On Thursday, March 18, 2004 12:37 PM L. Mark Stone wrote:

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This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure.

Could you cite the exact filename, please?

Sure! /opt/otrs/bin/SetPermissions.sh

...

Hi Mark! Would you be so kind to diff the attached GA.pm against yours?

lmstone@outside:~/Downloads/otrs> diff GenericAgent.pm-Mark GenericAgent.pm-Robert 30,38c30,32 < # 'send escalation notifications' => { < # Escalation => 1, < # # new ticket properties < # New => { < # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', < # }, < # }, < # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) < 'delete' => { Queue => 'Junk', ---

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'delete' => { Queue => 'Junk', States => ['new', 'open', 'closed'], 40c34,35 < New => { Delete => 1 },

...

New => { Delete => 1,

41a37

...

}, lmstone@outside:~/Downloads/otrs>

-- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

4:21 p.m.

Please don't reply to me personally and to the list, as the latter gets lost then for me, so I cannot simply reply but have to fiddle a bit. Thanks. On Thursday, March 18, 2004 4:43 PM L. Mark Stone wrote:

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...
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This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure. Could you cite the exact filename, please? Sure! /opt/otrs/bin/SetPermissions.sh

I meant the rpm...

...

...
Would you be so kind to diff the attached GA.pm against yours? lmstone@outside:~/Downloads/otrs> diff GenericAgent.pm-Mark

A working OTRS - fine. A correct GA - even better. GA not working at all - priceless! To be sure, the queue to empty is labeled _Junk_, not _junk_? It is not a subqueue of some other queue, in which case the name were _otherQueue::Junk_? hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

5:34 p.m.

On Thu, 2004-03-18 at 11:21, Robert Kehl wrote:

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Please don't reply to me personally and to the list, as the latter gets lost then for me, so I cannot simply reply but have to fiddle a bit. Thanks. OK, no problem!

...

On Thursday, March 18, 2004 4:43 PM L. Mark Stone wrote:

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...
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This is a SuSE 9 system, and I installed OTRS from rpm. I even reran the SetPermissions script again, to be sure. Could you cite the exact filename, please? Sure! /opt/otrs/bin/SetPermissions.sh

I meant the rpm...

Ah! It's the one from the link on your web site. ;-) ftp://ftp.gwdg.de/pub/misc/otrs/RPMS/suse/9.x/otrs-1.2.2-01.i386.rpm

...

...
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Would you be so kind to diff the attached GA.pm against yours? lmstone@outside:~/Downloads/otrs> diff GenericAgent.pm-Mark

A working OTRS - fine. A correct GA - even better. GA not working at all - priceless!

To be sure, the queue to empty is labeled _Junk_, not _junk_? It is not a subqueue of some other queue, in which case the name were _otherQueue::Junk_?

The queue is indeed labeled "Junk", not "junk". So much for priceless! Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

19 Mar 19 Mar

1:14 p.m.

On Thursday, March 18, 2004 6:34 PM L. Mark Stone wrote:

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...
I meant the rpm... Ah! It's the one from the link on your web site. ;-) ftp://ftp.gwdg.de/pub/misc/otrs/RPMS/suse/9.x/otrs-1.2.2-01.i386.rpm

You haven't got a faulty RPM or stuff - after reviewing your file versions I cannot state there's anything wrong. It should work. The only thing I noticed is, that you've got some old versions of GA lying around in Config. Clean it up a bit to see if it get's better then. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

2:05 p.m.

On Fri, 2004-03-19 at 08:14, Robert Kehl wrote:

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On Thursday, March 18, 2004 6:34 PM L. Mark Stone wrote:

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I meant the rpm... Ah! It's the one from the link on your web site. ;-) ftp://ftp.gwdg.de/pub/misc/otrs/RPMS/suse/9.x/otrs-1.2.2-01.i386.rpm

You haven't got a faulty RPM or stuff - after reviewing your file versions I cannot state there's anything wrong. It should work. The only thing I noticed is, that you've got some old versions of GA lying around in Config. Clean it up a bit to see if it get's better then.

Robert, OK, this is spooky! Last night, long before you sent the above email, I moved all of the other GA*.pm files out of that directory. I also dropped you GA.pm file in as the working copy. Unfortunately, this morning I still have a lot of tickets in my Junk queue :-( What do you think about me doing an rpm -Uvh --force? Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

2:23 p.m.

On Friday, March 19, 2004 3:05 PM L. Mark Stone wrote:

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OK, this is spooky! Last night, long before you sent the above email, I moved all of the other GA*.pm files out of that directory. I also dropped you GA.pm file in as the working copy.

Unfortunately, this morning I still have a lot of tickets in my Junk queue :-(

What do you think about me doing an rpm -Uvh --force?

As your file versions doesn't seem to be out of sync, I would not directly expect it to become much better, although a fresh code base _should_ do it. Well, it should work now... A last idea: What are the permissions on the _directory_ Kernel/Config? Should be 755, owned by root.root. If that were 644... Bingo. Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

2:53 p.m.

On Fri, 2004-03-19 at 09:23, Robert Kehl wrote:

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On Friday, March 19, 2004 3:05 PM L. Mark Stone wrote:

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What do you think about me doing an rpm -Uvh --force?

As your file versions doesn't seem to be out of sync, I would not directly expect it to become much better, although a fresh code base _should_ do it. Well, it should work now...

A last idea: What are the permissions on the _directory_ Kernel/Config? Should be 755, owned by root.root. If that were 644... Bingo.

No joy; the permissions on the _directory_ Config were already set correctly... Robert, I'm not a programmer, (although I did study Fortran, Assembler and Cobol in university...), but can you tell me, in plain language, what GenericAgent.pl needs to get its work done? My statistics professor told me "Never confuse correlation with causation!" and even though the error is about GA.pm, I can't help but wonder if I shouldn't be looking more towards GA.pl's environment. Thank you for your persistence and patience with me! Best regards, Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

Robert Kehl

4:08 p.m.

On Friday, March 19, 2004 3:53 PM L. Mark Stone wrote:

...

Robert, I'm not a programmer, (although I did study Fortran, Assembler and Cobol in university...), but can you tell me, in plain language, what GenericAgent.pl needs to get its work done?

A readable Kernel/Config/GenericAgent.pm, and the surrounding OTRS env. Finished.

...

My statistics professor told me "Never confuse correlation with causation!" and even though the error is about GA.pm, I can't help but wonder if I shouldn't be looking more towards GA.pl's environment.

You may well try to copy a recent version of bin/GenericAgent.pl over your existing version. Did you ever do anything in there? If so, chance are GenericAgent.pl somehow got rendered unfunctional.

...

Thank you for your persistence and patience with me!

You're welcome - we will get this done... Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

L. Mark Stone

5:17 p.m.

On Fri, 2004-03-19 at 11:08, Robert Kehl wrote:

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On Friday, March 19, 2004 3:53 PM L. Mark Stone wrote:

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Thank you for your persistence and patience with me!

You're welcome - we will get this done...

OK Robert, I've got it working now! Here's how: First, the GenericAgent.pl file you just sent me had no problem finding the GenericAgent.pm file. But unfortunately, running GenericAgent.pl didn't delete anything! It responded with: delete: and then I'd get the command prompt back. That seemed odd, because I was running with the GenericAgent.pm file you had sent me yesterday. But this was much better than before, so for the moment, here is a diff of the working GA.pl file you sent me, and the non-working one (at least for me) that comes with version 1.2.2: 64c64 < $Debug = 0; ---

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$Debug = 0;

81c81 < if (!eval "require $Opts{'c'};") { ---

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if (!eval "require ($Opts{'c'});") {

Next, I made a test... I created a new file called GenericAgentDelete.pm based on the GA.pm you sent me. The file was intended to search for tickets having a blank space in the subject line. This file successfully deleted all the tickets in my Junk queue when I ran: ./GenericAgent.pl -c Kernel::Config::GenericAgentDelete Here's that file: # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2004 Martin Edenhofer # # Updated 19 March 2004 by L. Mark Stone. # Routine deletes tickets with a blank space in the Subject: line. # # -- # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::GenericAgentDelete; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # Delete -> Delete All Tickets in Junk Queue # -- 'delete' => { Queue => 'Junk', Subject => '% %', New => { Delete => 1, }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; Lastly, I edited and renamed the above file to GenericAgent.pm. If you don't hear any more from me, I now should have automated Junk queue deletions! Not sure why the GA.pm you sent me didn't delete anything, and I know that my script won't delete tickets if there is only one word in the Subject line (or a blank Subject), but for those few tickets I can always edit the script on the fly. Thanks again so much for your patience and persistence! I hope this thread has been helpful to others who have fast-growing Junk queues. With best regards, and let me know if you would like any other information, Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone@RNoME.com Web: http://www.RNoME.com

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L. Mark Stone
Robert Kehl
Stefan Testa