CRON Jobs, fetchmail, PostMasterMailbox.pl, and autoreplies

[beitis]

Hi guys,
i am new to OTRS but i come from an RT (request tracker) background. I want help with certain issues i am faced with and can't get my head around.

I am running the latest version of OTRS 3, 3.0.7

My first question is what is the difference between the fetchmail cron job and the PostMasterMailbox cron job. I am using 2 pop3 accounts to get emails from but i can't understand which of the 2 gets them or if both jobs are needed. can you tell me which does what?

Also i keep getting this grandchild failed error, and i also noticed that although i setup my cronjobs to run every minute, emails don't show up in the queues till 15 20 minutes later on some times.

I also noticed that even though i set up autoresponses to be sent when emails are received they never get sent. did this via autoresponses and then assigned them to queues. Is there some sort of bug with this?

Have a look at the syslog entries as well for the grandchild issue with cron

May 4 10:43:01 OTRS /USR/SBIN/CRON[29134]: (otrs) CMD ([ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null)
May 4 10:43:01 OTRS /USR/SBIN/CRON[29133]: (CRON) error (grandchild #29134 failed with exit status 1)
May 4 10:43:01 OTRS /USR/SBIN/CRON[29133]: (otrs) END ([ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null)
May 4 10:43:01 OTRS /USR/SBIN/CRON[29135]: (otrs) CMD ($HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null)
May 4 10:43:04 OTRS /USR/SBIN/CRON[29132]: (otrs) END ($HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null)
May 4 10:44:01 OTRS /USR/SBIN/CRON[29158]: (otrs) CMD ([ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null)
May 4 10:44:01 OTRS /USR/SBIN/CRON[29159]: (otrs) CMD ($HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null)
May 4 10:44:01 OTRS /USR/SBIN/CRON[29157]: (CRON) error (grandchild #29158 failed with exit status 1)
May 4 10:44:01 OTRS /USR/SBIN/CRON[29157]: (otrs) END ([ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null)
May 4 10:44:04 OTRS /USR/SBIN/CRON[29156]: (otrs) END ($HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null)

Thank you very much for your help

[Wolfgangf]

Well, normally you need only one of them
Me personally, I'm running it via [Postmaster Mail Account], and you have more than one here
I'm sure you already have been checking the docs on this http://doc.otrs.org/3.0/en/html/email-receiving.html

[beitis]

Hey there, thank you for the reply. Yes i have been through the documentation, but it is not clear as to what is responsible for what. I will assume that if i leave the postmaster script only it will work then. I ll test it, any ideas on the rest of the errors i get?

[beitis]

actually another question, are auto response for automated events? for example when someone sends a ticket i want an auto response email to be sent saying we have received their email, is an auto response the way to do it?

Thank you

[beitis]

ok figured it out, it should have be on to auto reply, i got the concept wrong here

now i need to figure out how to send an automated response once a ticket is closed saying something along the lines of "according to our records your ticket has been closed ... blabla"

any ideas?

[yuri0001]

You must сustomize Event Notification in AdminConfig. I have Russian interface and don't say you right menu name there.