Chamados aberto por e-mail

[D4n13l]

Eu tenho scripts agendados que enviam e-mail para o e-mail configurado no OTRS com as atividades rotineiras de verificação da infraestrutura de TI. Consigo associar um cliente ao ticket mas este cliente não enxerga este ticket quando loga na interface de cliente. Nesta interface aparecem apenas os chamados abertos pela interface web.

[D4n13l]

Eu precisava mesmo desta informação...

[clebersonbalbino]

Olá, estou com problemas com o CRON para o Fetchmail. O OTRS não está lendo automaticamente a conta configurada no Postmaster, o seu funciona ? Pode me ajudar?

[D4n13l]

Na verdade eu tenho um script python que envia e-mails para o OTRS para cada atividade rotineira a partir de um servidor apartado. Não sei se te ajuda mas segue abaixo o resultado do comando "crontab -l" a partir do usuário otrs do sistema. Eu não sei se é só descomentar sa linhas referentes ao fetchmail...


$ crontab -l
# --
# cron/aaa_base - base crontab package
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: aaa_base.dist,v 1.7 2009/02/16 20:35:25 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# Who gets the cron emails?
MAILTO="root@localhost"
# --
# cron/cache - delete expired cache
# Copyright (C) 2001-2010 xxx, http://otrs.org/
# --
# $Id: cache.dist,v 1.2 2010/11/22 12:15:35 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# delete expired cache weekly (Sunday mornings)
20 0 * * 0 $HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null
30 0 * * 0 $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null
# --
# cron/fetchmail - fetchmail cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: fetchmail.dist,v 1.10 2009/02/16 20:53:10 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# fetch every 5 minutes emails via fetchmail
#*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
#*/5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null
# --
# cron/generic_agent - otrs.GenericAgent.pl cron of the OTRS
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: generic_agent.dist,v 1.15 2012/02/07 20:11:16 jb Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# start generic agent every 20 minutes
*/20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null

# example to execute otrs.GenericAgent.pl on 23:00 with
# Kernel::Config::GenericAgentMove job file
#0 23 * * * $HOME/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null
# --
# cron/generic_agent - otrs.GenericAgent.pl cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: generic_agent-database.dist,v 1.9 2009/11/04 12:27:57 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# start generic agent every 10 minutes
*/10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
# --
# cron/pending_jobs - pending_jobs cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: pending_jobs.dist,v 1.12 2009/11/04 12:27:57 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null
# --
# cron/postmaster - postmaster cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: postmaster.dist,v 1.9 2009/02/16 20:55:11 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# check daily the spool directory of OTRS
#10 0 * * * * [ -e /etc/init.d/otrs ] && /etc/init.d/otrs cleanup >> /dev/null; [ -e /etc/rc.d/init.d/otrs ] && /etc/rc.d/init.d/otrs cleanup >> /dev/null
10 0 * * * $HOME/bin/otrs.cleanup >> /dev/null
# --
# cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: postmaster_mailbox.dist,v 1.3 2009/11/09 15:24:13 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# fetch emails every 10 minutes
*/10 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null
# --
# cron/rebuild_ticket_index - rebuild ticket index for OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: rebuild_ticket_index.dist,v 1.10 2009/11/09 15:24:13 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# just every day
01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null
# --
# cron/session - delete old session ids of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: session.dist,v 1.12 2009/11/04 12:27:57 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# delete every 120 minutes old/idle session ids
55 */2 * * * $HOME/bin/otrs.DeleteSessionIDs.pl --expired >> /dev/null
# --
# cron/unlock - unlock old locked ticket of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: unlock.dist,v 1.11 2009/11/04 12:27:57 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# unlock every hour old locked tickets
35 * * * * $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null
$

[clebersonbalbino]

O meu arquivo fetchmail está igual ao seu. Já quando eu faço aquele teste de executar o "otrs.PostMasterMailbox.pl" ele me retorna este erro:

/opt/otrs/bin/otrs.PostMasterMailbox.pl: line 24: use: command not found
/opt/otrs/bin/otrs.PostMasterMailbox.pl: line 25: use: command not found
/opt/otrs/bin/otrs.PostMasterMailbox.pl: line 28: use: command not found
/opt/otrs/bin/otrs.PostMasterMailbox.pl: line 29: syntax error near unexpected token `('
/opt/otrs/bin/otrs.PostMasterMailbox.pl: line 29: `use FindBin qw($RealBin);'

[D4n13l]

Parecem erros na execução do scrpit em perl, mas eu não conheço pra confirmar.
Se algum dia já funcionou eu checaria se houve alguma atualização na máquina do Perl mas se nunca funcionou verificaria se todos pacotes perl estão instalados e permissões configuradas.

[clebersonbalbino]

Vlw cara. Vou instalar outra máquina em paralelo e testar para ver se funciona.