Cannot find fetched email from our exchange, in OTRS Queue

[riyo91]

Hi,
Our Company is using POP3S to fetch mail from the exchange, and it allocates them to a queue when fetched, lately the Helpdesk(OTRS) doesn't show any new emails anymore, it seems to fetch the emails from the excghange but I have no idea where they have gone to within the helpdesk, I'm not even sure if they are in the helpdesk. I've tried many a configurations to try and find some reason for this or to get a resolution, but to no avail. Some expert help would be appreciated, hence why I've posted here.

Any help appreciated!

Thanks,

Rio

[CSL]

Hi,

If you're losing emails (that my be very important to your business / company?) and you're not sure how to fix it, then commercial support may be the way to go?

First place to check is the log file - are there any error messages? When was the last time any Postmaster functions ran? Do you see any entries that say something like 'Fetched x emails from ..." ?

If it's not importing any new emails at all, then the cron job may not be running? The otrs user's crontab should be set to run /opt/otrs/bin/otrs.PostMasterMailbox.pm :
*/10 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

[crythias]

most of the time this is due to manual change to the label associated to Priority.
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