Thank you Marco, I must have been missing something quite important.. I didn't even know there was such "otrs" service at all :-O I have some scheduled jobs in crontab, which were setup during installation: */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null 45 */2 * * * $HOME/bin/PendingJobs.pl >> /dev/null 10 0 * * * $HOME/bin/otrs.cleanup >> /dev/null */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /dev/null 55 */2 * * * $HOME/bin/DeleteSessionIDs.pl --expired >> /dev/null 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null Isn't that enough? What's the otrs service needed for? FYI, notifications and all other "scheduled" functions are working flawlessy... 2010/4/7 Marco Vannini

Ciao Claudio,

I don't think it's a problem of that but a not scheduled PendingJobs.pl (present in /opt/otrs/bin)

are you on *x o win ? in the first case you should check that service otrs is started in your runlevel.

HTH

ciao,

MV

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2010/4/7 Marco Vannini

It would be easyer in italian :D btw.

True. But maybe this could be useful for other people as well :)

Based on the otrs file in /etc/init.d and in /etc/sysconfig for redhats like system it is used to check if required services are running and to populate cron table

I see. But in my case, the service won't start up because my DB is on another server and the script checks for the pid on the local machine :/ After that, it is furthermore essential if you need otrs to fetch email from

a pop/imap account "automagically" What are the other scheduled functions that are running ?

Exactly that one, for example. I've disabled this feature now because I don't need that, but just after installation I had tickets generated automatically when a new mail was sent to a certain account -- Claudio Tassini

Ok, I've guessed out the problem, which indeed was a misunderstanding in the way OTRS manages the "pending" state. I thought that the ticket's state would have been changed as soon as the timeout was reached, but it is instead changed by the PendingJobs.pl cron job, which by default runs every 2 hours. My fault :P 2010/4/7 Marco Vannini

...

...

Based on the otrs file in /etc/init.d and in /etc/sysconfig for redhats like system it is used to check if required services are running and to populate cron table

I see. But in my case, the service won't start up because my DB is on another server and the script checks for the pid on the local machine :/

So you could set OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs

For the rest it is quite strange if it was not a successful start of the service or if mails were not fetched by a fetchmail process or similar (manual cron compilation for the postamaster.pl ? ) , but this is not a problem... if something goes well why investigate :D

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is this the same ?

http://lists.otrs.org/pipermail/otrs/2010-March/031480.html

Hi Alexander, no, in my case running the PendingJobs.pl job perfectly changes the state of the ticket to what I set in Ticket::StateAfterPending .. -- Claudio Tassini