Random problem with mail fetching

[ZBest]

Hello,

I've got a problem with OTRS 2.4.8.
It fetching mails correctly but sometimes, the mail is deleted in the mailbox and is never inserted in OTRS. In this case there is no log of the mail fetching.

It seems that this problem is occuring more and more often.

OTRS is running under Windows system and the mail server is Lotus Notes.

Thank you for your help.

François

[crythias]

did you change priority names?

[ZBest]

Yes i did, is there a problem ?

François

[crythias]

yes. Change them back and you'll be getting your tickets.

or change this:
Ticket -> Core::PostMaster

PostmasterDefaultPriority

Default value: 3 normal
Defines the default priority of new tickets.

[ZBest]

The priority were changed in OTRS 2.1.x.
When I update to version 2.4 the priorities stayed as if.
I have just reseted priorities to OTRS default one, I did some tests and all seems ok.
Why piorities should not be modified ??

Thank you very much for your help.

François

[ZBest]

Argggggh,

I've lost another mail : same problem : the mail is deleted in the mailbox and nothing neither in otrs, neither in the log file.
Is there a specific log file for the checkmail function ?

F.

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=7890 if there are other things you've changed names for (RAW queue isn't RAW), you'll need to check that, as well.

[gordoncarle]

He had exactly the same problem today, changed priorities and lost tickets... doing some research we found that you had to change priorities in different locations and they all had to match. we overcame our problem today....

got the info from here

http://doc.otrs.org/3.0/en/html/priorities.html

we not only have 4 priorities instead of 5 and they have been renamed, our e-mail and ticket function works as intended..

Hope this helps

GC

[ZBest]

Well, I still have doubts.
I had modified the piority in all fieds, so I don't think that the problem was linked to priorities.
But, he default queue parameter was configured with "raw", which was not correct. So I've changed it.

F.

[ZBest]

Hello,

I stil have the problem, this morning I've lost 2 mails.
I have the following lines in the log file :
[Mon Jan 31 09:00:01 2011][Error][Kernel::System::MailAccount::POP3::_Fetch][152] POP3: Can't process mail, email no 1 is empty!
[Mon Jan 31 09:00:01 2011][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 1 email(s) from support/srv2000.slit.fr.

I've another question, what if there are more than one mail in the mailbox ?
Is it possible to get more logs about checkmail ? Is it possible to backup mails on the OTRS server ?

Thank you.

F

[ZBest]

I've found the solution to my problem.
There was another OTRS server (test purpose) that was fetching mails.
All the mail have been stored on the var/spool directory of the test server, is it possible to transfer those mails in my OTRS database ? To configure the checkmail program to handle the var/spool files ?

Thank you for you help and sorry for this stupid error.

F.

[crythias]

If the emails are sitting in your otrs/var/spool of test *AND* they'd be reasonably expected to be able to be imported without errors because the tickets themselves don't have X-OTRS-headers that don't reflect production values, you'd probably have no problems copying the contents from test spool to production spool.

Whether they get loaded as tickets *MAY* be related to the To: email address if there is no Queue attached to the To: email address. Since the files are text, you could be able to read them.