Email Ticket Generation not working

[thankrts]

Hi,

I have installed OTRS latest version under Ubuntu and done the configuration. Everything is working fine, except the ticket generation via email. I have gone through the OTRS Ubuntu Admin manual and done the configuration.

These are the steps I performed:
==============================================================================
sudo mv otrs-3.1.12 /opt/otrs
cd /opt

Add OTRS service user:

sudo useradd -r -d /opt/otrs -c ‘OTRS user’ otrs
sudo usermod -G www-data otrs

Copy sample configuration files:

cd otrs/Kernel/
sudo cp Config.pm.dist Config.pm
cd Config
sudo cp GenericAgent.pm.dist GenericAgent.pm

Then prepare permissions for our otrs user:

cd /opt/otrs/bin
sudo ./otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs

Check which Perl modules is missing:

cd /opt/otrs/bin
sudo ./otrs.CheckModules.pl

Install them all in turn.
sudo apt-get install libcrypt-ssleay-perl
sudo apt-get install libencode-hanextra-perl
sudo apt-get install libgd-gd2-perl
sudo apt-get install libgd-text-perl
sudo apt-get install libgd-graph-perl
sudo apt-get install libjson-xs-perl
sudo apt-get install liblwp-useragent-determined-perl
sudo apt-get install libmail-imapclient-perl
sudo apt-get install libapache2-mod-perl2
sudo apt-get install libnet-dns-perl
sudo apt-get install libnet-ldap-perl
sudo apt-get install libpdf-api2-perl
sudo apt-get install libtext-csv-xs-perl
sudo apt-get install libxml-parser-perl

Check syntax:

cd /opt/otrs
perl -cw bin/cgi-bin/index.pl
perl -cw bin/cgi-bin/customer.pl
perl -cw bin/otrs.PostMaster.pl
Configuring Apache web server
sudo cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf.d/otrs.conf

Restart Apache 2:

sudo apache2ctl restart

Configuring DB

Open web-server & go to
http://localhost/otrs/index.pl

Cron Setup

sudo su -
cd /opt/otrs/var/cron
for foo in *.dist; do cp $foo `basename $foo .dist`; done
cd /opt/otrs***
sudo bin/Cron.sh start otrs

==============================================================================

If mail is sent to support@abc.com, ticket is not generated. However, a mail is received in the Inbox of support@abc.com.

A notification email for Agent as well as a notification on Agents Dashboard is not getting created/generated. Which configuration could have gone wrong? Did I miss any configuration step?

Can you please help me in resolving the issue.

Thanks

[jojo]

check the logs

[thankrts]

I checked it, found no errors. Then I simply checked the PostMaster Mail Account and clicked fetch. All the mails were fetched on the Agents dashboard and email notification was also received.

I have two mail accounts, one for IT (support@abc.com) and Admin (admin@abc.com).

POP Configuration for:

IT
* Type: POP3S
* Username: support@abc.com
* Password: **********
* Host: pop.gmail.com
* Trusted: No
* Dispatching: Dispatching by selected Queue.
* Queue: IT Support
* Validity: valid


Admin
* Type: POP3S
* Username: admin@abc.com
* Password: **********
* Host: pop.gmail.com
* Trusted: No
* Dispatching: Dispatching by selected Queue.
* Queue: Admin
* Validity: valid

Still the issue persist.

I couldn't sort out what exactly is the issue. Please help me in resolving the issue. I need to host OTRS tomorrow.

Thanks

[jojo]

read the INSTALL file and check if you did everything.

It seems that you require commercial support. Running a service offer without any clue on the services offered is a bad idea!

[crythias]

The cronjob runs every 10 minutes by default (var/cron/postmaster_mailbox.dist)

Check PostMaster Mail accounts and click Fetch Mail to see if it works at all.

[thankrts]

Thank you @crythias its working now!