Hi, We have setup OTRS (1.2.4) to pop off a support mailbox at regular intervals and this is working quite well. Occasionaly however, OTRS will not delete the emails after it has popped them off, and keeps creating new tickets for the same email endlessly until we manually delete the mail from the account. Turned on full debugging to shed some light on the problem, the only strange thing I can see is that in the log entries for the offending message the system is not inserting any newline characters after the ArticleType: field and instead is jumping onto the next mail in the queue before deleting the previous one. As a result it comes back to the same mail and the cycle starts all over again. Has anyone else come across this? -- Robert Gallagher Kerna Communications, 29 Bridgefoot Street, Dublin 8, Ireland. Ph: (+353 1) 6796535 Fx: (+353 1) 6796596 http://www.kerna.ie/
we have something a little different. since upgrading to 1.3.1 we see a problem like this: even if a ticket is answered (state `open`) it after some uncertain amount of time appears in the queue again and must be closed just to get rid of it. how come ? N. Monday, September 27, 2004, 1:54:49 PM, you wrote: RG> Hi, RG> We have setup OTRS (1.2.4) to pop off a support mailbox at regular RG> intervals and this is working quite well. Occasionaly however, OTRS will RG> not delete the emails after it has popped them off, and keeps creating RG> new tickets for the same email endlessly until we manually delete the RG> mail from the account. Turned on full debugging to shed some light on RG> the problem, the only strange thing I can see is that in the log entries RG> for the offending message the system is not inserting any newline RG> characters after the ArticleType: field and instead is jumping onto the RG> next mail in the queue before deleting the previous one. As a result it RG> comes back to the same mail and the cycle starts all over again. RG> Has anyone else come across this?
That sounds to me as you have a problem feeding those mails into the MySql
Database. How big are those mails, whats your max packet size in MySql,
whats your maxsize in OTRS....
Regards
Sven
Rob Gallagher
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N.R. -
Rob Gallagher -
Sven G Lilie