Bakari Allen wrote:

We are having a problem with large attachments in our OTRS 1.1.3 system. Our configuration uses the mail fetch feature to pull requests from an internal POP3 account. Requests are then dropped into the appropriate queue for review. Occasionally, one of our users will send an attachment that screws up the system. The attachments in question are usually about 1 MB in size. The fetch doesn't pull the mail message completely from our POP3 server, but it does successfully create a ticket. Unless we go into the account and manually delete the message with the attachment, it will continue to loop. Newer messages (sent after the message with the attachment) never make it out either.

In turn, the customer receives several auto-responder messages, each with a different ticket number.

Any ideas?

We had a similar problem. The attachment is probably too big to store in your db. If you use MySQL, enlarge the maximum size ("max_allowed_packet") in /etc/my.cnf and this won't happen again. (the value has to be larger than PostMasterPOP3MaxEmailSize in OTRS) In our case, all messages from the pop box made it into the queue, except one +1 MB message. But none of the mails in the pop-box was deleted. So we got something like 1000 new tickets = 100 x 10 mails from the pop box. This continues until you delete the message which is too large. I guess some mailservers don't behave like OTRS expects them to do... Luc