Auto Fetch Mail

[brgsstm]

Hi,

I have recenty configured OTRS for our small helpdesk. I have to say it's great and has revolutionised our support profile

The only issue I have at the moment is that any email sent to our postmaster address is not automatically fetched by OTRS. I have to go to Admin -> Postmaster Mail Accounts -> Fetch mail.

I know this can be setup to automatically to fetch every 5 minutes for example but I am unsure of how to do this with Cron.

If anyone could help I would be greatly appreciative.

Thanks

Tom

[brgsstm]

I just realised I should probably post a little info about the system we are using.

It is running on CentOs 5.6 using Apache 2.2.3

Thanks

Tom

[brgsstm]

Can no one help me?

[crythias]

How did you install? Did you read the README? Are there any error messages in System Log?

[MichaelR]

Do you know what a 'cron' is?

[brgsstm]

Hi,

Thanks for the response. This is the last thing that I need to get sorted now

I installed using yum. I think I know what a "cron" is in that it is like a scheduled job?

I read the readme yes but to be honest it talks about running cron jobs and such and I could do with some guidance on that if possible. I have access to the server via ssh and webmin.

Excuse my ignorance please, I'm quite new to Linux but totally hooked

Thanks

Tom

[crythias]

I'm sorry. I meant to say the INSTALL file.

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11) Cronjobs for the OTRS user:
    ---------------------------
   There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist.
   They can be activated by copying them without the ".dist" filename extension.

   shell> cd var/cron
   shell> for foo in *.dist; do cp $foo `basename $foo .dist`; done

   To schedule these cronjobs on your system, you can use the script Cron.sh.
   Make sure to execute it as the OTRS system user!

      Scheduling the cronjobs for the first time:

      shell> /opt/otrs/bin/Cron.sh start

      Updating the cronjob schedules if you made changes changes:

      shell> /opt/otrs/bin/Cron.sh restart

      Stopping the cronjobs (useful for maintenance):

      shell> /opt/otrs/bin/Cron.sh stop

[brgsstm]

Hi, thanks for that.

I did read that, my problem is that I can't seem to find this location $OTRS_HOME/var/cron/. I know it is saying the home directory of the user used to install but I just can't see it. I installed using putty as a user with sudo rights so therefore basically as root.

I am also getting this error in the disgnostics of OTRS:

"Check log for error log entries.

You have more error log entries: No UserID found for 'root@localhost'!, Need User!, Need User!, Need User!, Need User!, Need User!, Need User!"

Maybe this could be the issue?

Thanks again for your help.

[ferrosti]

On linux systems I won´t stick to package based installation. IMHO it is far more comfortable to just take the .tar.gz and install from this one. Well, apache configuration might be a little tricky for the first time and Linux beginners.

Your OTRS home usually is /opt/otrs, not /home/otrs, since this is about the installation home, not the users home.
/opt/otrs/var/cron should contain the files mentioned above and you need to copy at least the file PostMasterMailbox.dist to PostMasterMailbox and adjust it to your needs.

No UserID for 'root@localhost' is a very uncommon error, since this is the standard user used by otrs and this one is added to 'otrs.users' table during installation. So check this table, whether this user exists or not. In case ther is no user you might have forgotten some steps during installation.

[brgsstm]

Thanks,

My /opt/otrs/var/cron only contains the files without the .dist ?

If I am to run Cron.sh as the otrs user, does that mean I need to log into my server using SSH logged in as user otrs? I don't recall setting a password for that

Where is otrs.users table? I have checked phpmyadmin and cannot see it?

Thanks

Tom

[crythias]

otrs.users table

Is otrsdatabasename (by default, otrs) and .users means the table named users.

[brgsstm]

Thanks,

There is no user in there called root@localhost

Can I just create one?

Thanks

Tom

[ferrosti]

I´d wipe this installation and reinstall from scratch. In case this user is missing, which is usually created automatically during installation you might have screwed up something.

It seems you have only very little knowledge about Linux, which is OK, but I´d rather recommend a system that can be configured by yourself.

There is no need to know the otrs user PWD, since one would login as root, type 'su -u otrs' and your root login will become otrs user. I usually start cron by 'Cron.sh start otrs'.

[brgsstm]

Ok, damn, we have been using it for nearly a week and have some 400 tickets in the system now

Would I be able to install a fresh instance of OTRS? I'm guessing not as there would already be an otrs user on this system?

Your right, I have little experience of Linux but I am really enjoying learning it

[meoukg]

Hi all,

please show how to do it on Windows OS.

[Naseh]

How to enable automatic fetching in otrs evrsion 5-0-15. Because it only fetches when we go into postmaster mailbox account. Need solution so it does automatically fetching. As i m a newbie in linux so explain me in steps.

[reneeb]

Did you start the daemon and the cronjob? http://doc.otrs.com/doc/manual/admin/st ... aemon.html and http://doc.otrs.com/doc/manual/admin/st ... -otrs.html (Step 10/11)

[Naseh]

I have already done these steps and the error got solved but the new error has been occurred in the otrs system log
error:OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerCronTaskManager-20 Could not create new Schedule::Cron::Events object!

Because of this error couldn't able to fetch emails automatically!

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/opt/otrs/Kernel/System/CronEvent.pm

[reneeb]

Did you check the "Schedule" settings in the Daemon tasks (SysConfig -> Daemon ...). It should look something like

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20 0 * * 0