No open tickets for emails

[Sara]

Hello that such, I'm Sarah, new to the forum.

Have if I can help:

We currently use a mail forwarding email to open tickets in OTRS.

The emails coming into the system because I see in the log of postfix and procmail but it takes 5 hours!! to open in the otrs and send a notification that my application has been registered.

I have been looking for if there is any delay or otrs cron or something similar but I found nothing and did not look more ...

I'm confused, and do not know what else to do!! See if you can give me a clue ...

Kisses to all!

[Wolfgangf]

Kisses back!

as a starting point: probably you should have a look at your cron

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crontab -l -u otrs | grep Post

you should get something like this

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*/1 * * * *    $HOME/bin/PostMasterMailbox.pl >> /dev/null

and look for your values here (or post them)

[Sara]

hello Wolfgangf, thanks for your answer ^ ^
I used the command you told me:

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crontab-l-u otrs | grep Post

and I get the following:

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

But it makes no sense. All tickets are open at any time just by opening at 00:12 AM ...

any other ideas?

thanks

[Wolfgangf]

hello Wolfgangf, thanks for your answer ^ ^

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

But it makes no sense. All tickets are open at any time just by opening at 00:12 AM ...

any other ideas?

thanks

I'm sure the cron entry is without the space betweeen $ HOME / bin / ...
if not: make it like this

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

other ideas:
- check your logfile if the cronjob is run all ten minutes
- check the mailbox where the mails should be; is it accessable, ...

[Sara]

hello, I've been checking.


this is the cron log:

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Oct 25 11:20:01  crond[24445]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null)
Oct 25 11:30:01  crond[27263]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null)
Oct 25 11:40:01  crond[30470]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null)
Oct 25 11:50:01  crond[674]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null)
Oct 25 12:00:01  crond[3929]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null)
Oct 25 12:10:01  crond[6864]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null)

seems right.


By other hand. This is the permissions for the Maildir directory

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ls -la /opt/otrs/ | grep Maildir
drwxrwxrwx  5 root apache   4096 oct 21 19:11 Maildir

This is an extract from the procmail log:

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tail /opt/otrs/var/log/procmail-2010-10.log 
procmail: Assigning "LASTFOLDER=/opt/otrs//bin/PostMaster.pl"
procmail: Locking "/opt/otrs//var/spool/..lock"
procmail: Assigning "LASTFOLDER=/opt/otrs//var/spool/681"
procmail: Opening "/opt/otrs//var/spool/681"
procmail: Acquiring kernel-lock
procmail: Unlocking "/opt/otrs//var/spool/..lock"
procmail: Notified comsat: "otrs@0:/opt/otrs//var/spool/681"
From MAILER-DAEMON  Mon Oct 25 00:12:57 2010
 Subject: Undelivered Mail Returned to Sender
  Folder: /opt/otrs//var/spool/681

I have this erros.

And I found this en /opt/otrs/.procmail

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# spool all the rest (which the PostMaster.pl can't process!)
# If the database is down or the PostMaster.pl exit was not '0'!

:0 :
$SYS_HOME/var/spool/.

directory is not empty
I suppose they are unprocessed messages.

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ls -lat /opt/otrs/var/spool/ | head
total 2812
drwxrwsrwx  2 root apache 20480 oct 25 00:12 .
-rw-------  1 otrs apache 35281 oct 25 00:12 681
-rw-------  1 root apache  1142 oct 21 16:17 680
-rw-------  1 root apache  1179 oct 21 16:14 679
-rw-------  1 root apache  1166 oct 21 15:55 678
-rw-------  1 root apache  1139 oct 21 15:54 677
-rw-------  1 root apache  1147 oct 21 15:50 676
-rw-------  1 root apache  3915 oct 21 13:35 675
-rw-------  1 root apache  3902 oct 21 13:20 674

thanks again !

[Wolfgangf]

Ah! this looks like email problem
if you're running on SuSE, try a SuSEconfig, which should fix rights, ...

you can also try running

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mailq

to see which mails (if) are waiting to be delivered

Unfortunatelly I'm no postfix guy, so I can't help you on this

[crythias]

I believe the problem is because the path is incorrect. Because it isn't processed, it goes to the spool and then the spool cron handles it (which is why the ticket is delayed).

Your $SYS_HOME may need to remove the trailing /