Hi Rory Thanks a lot for your help.my otrs is now working fine .now i can able to fetch mail for every 1 minute. thanks a lot man. On Thu, Sep 17, 2009 at 7:29 PM, wrote:

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Today's Topics:

1. Re: otrs-fetching mails from mail server (Rory) 2. Re: survey module (Walter R. Moore) 3. Setting up a role hierarchy in OTRS (Kaul, Sunjay) 4. Re: Install OTRS 2.2.5 on Windows XP machine (Lev Davidovich)

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Message: 1 Date: Thu, 17 Sep 2009 13:41:39 +0100 From: Rory Subject: Re: [otrs] otrs-fetching mails from mail server To: "User questions and discussions about OTRS." Message-ID: <78a1e3790909170541s1548d8f9t6fde9100d6ddea67@mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1

Hi Karthick,

The documentation you are looking at is at http://doc.otrs.org/2.4/en/html/x531.html#cronjobs There are 2 directories for you to consider;

1) /opt/otrs/var/cron 2) /opt/otrs/bin/

In directory 1 there is a list of files ending in .dist. These files contain details for scheduling different functions of the otrs system. If you have configured your e-mail through the PostMaster Mail Account menu in the otrs web interface (not throught the config files) you will be interested in the postmaster_mailbox.dist file. This file will be used to add a crontab entry for the PostMasterMailbox.pl perl script which gets your mail and puts it into your database. You need to change the filename postmaster_mailbox.dist to postmaster_mailbox This will cause the the postmaster_mailbox settings to be included in your crontab later.

Open the postmaster_mailbox file for editing. Look for the line;

*/10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null

This is the standard syntax for a crontab entry. Change the "10" to a "1". This will tell the system you want to execute the script mentioned every 1 minute (instead of every 10). If you want to do something different then look up how to write a crontab entry for more instructions. Save and close the file.

You have now prepared what you want to be added to crontab. The next step will over write your current crontab so it would be best to list the contents (crontab -l) and back them up.

Change to your otrs user if you are not already that user (usually just otrs), su - otrs Once you are the otrs user change to directory 2, /opt/otrs/bin/ Now execute the command;

./Cron.sh start

This will add the details from the file in directory 1 to your crontab. Check your crontab to make sure what you want to be there is actually there (crontab -l) If your entry for the PostMasterMailbox.pl is there then your job is scheduled and will run every minute. Test it by sending a mail to the otrs account you created.

I hope that works for you,

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

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2009/9/17 Karthick B :

...

HI Rory

Am working in RHEL 5.3 and otrs also installed on the same machine

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Message: 2 Date: Thu, 17 Sep 2009 09:13:47 -0400 From: "Walter R. Moore" Subject: Re: [otrs] survey module To: "User questions and discussions about OTRS." Message-ID: <4AB2360B.6010304@eckerd.edu> Content-Type: text/plain; charset="iso-8859-1"

Yes, I've got the surveys set as Master.. they just never trigger... the system is not getting as far as trying to send them.

Two follow-ups..

Does my << $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'}

...

...

look like yours?

What logging happens when a survey is sent? I have no log entries, good or bad, about surveys, which leads me to conclude the trigger itself is not working.

Aquiles Cohen wrote:

...

============

$Self->{'Survey::NotificationBody'} = "Estimado Usuario,

Gracias por utilizar nuestros servicios. Ayudenos a mejorar nuestra atenci?n y nuestros servicios.

Por favor atienda la siguiente encuesta para el Sistema de Gesti?n Integrado de la Universidad.

:/// public.pl?Action=PublicSurvey&PublicSurveyKey=

Gracias por su ayuda!

Proceso de Gestion de TIC "; $Self->{'Survey::NotificationSubject'} = 'Ayudenos a mejorar nuestros servicios!'; $Self->{'Survey::NotificationSender'} = 'quality@midominio.edu.co' mailto:'quality@midominio.edu.co'; $Self->{'Survey::SendPeriod'} = '.001';

$Self->{'Survey::SendNoSurveyRegExp'} = '(MAILER-DAEMON|postmaster|abuse)@.+?\..+?'

================ be sure that notifications are working, or more exactly that SMTP is working,

Aquiles Cohen.-

Homepage : http://aqcohen.blogspot.com

On Wed, Sep 16, 2009 at 8:18 AM, Walter R. Moore mailto:moorewr@eckerd.edu> wrote:

Related to this, can those of you with working surveys share what the correct trigger (SurveySendRequest) is? I can not get the system to send surveys at all.

This is what I see in sysconfig.

$Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} = { 'Event' => '(TicketStateUpdate|StateSet) ', 'Module' => 'Kernel::System::Ticket::Event::SurveySendRequest' }; $Self->{'Survey::SendNoSurveyRegExp'} = '(MAILER-DAEMON|abuse)@.+?\\..+?'; $Self->{'Survey::NotificationSender'} = 'otrs@eckerd.edu mailto:otrs@eckerd.edu'; $Self->{'Survey::SendPeriod'} = '0.0001';

Aquiles Cohen wrote: > Hi, > > It's any way that the send survey dont expire?. My users are receiving > the surveys but they don?t do it inmediatily and the survey key expire > > > > Aquiles Cohen.- > > Homepage : http://aqcohen.blogspot.com < http://aqcohen.blogspot.com/> > > >

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-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu mailto:moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr http://home.eckerd.edu/%7Emoorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad

(13.355)

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-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewrhttp://home.eckerd.edu/%7Emoorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)