Unable to fetch emails

[sagarshaha]

Hi,

We are new to OTRS and trying to implement within our organisation for multiple depts. as IT, TechOps and Finance. We have setup 3 queues as IT, TechOps and Finance.
IT is able to receive auto-responses in the queue and everything works fine as required.

Now, the problem is when we setup other 2 queues same as IT but with different Email addresses then they are unable to send/receive emails using that id. OTRS is unable to receive the emails into the Queues.

Can anyone help with this issue? It seems that only One queue is able to receive the emails and any other queues are unable to receive emails or send auto responses.

Aprreciate help in same.

Thanks in Advance.

Regards,
Sagar

[crythias]

regarding this:
It's usually best if you can alias the other email addresses to the same fetch box.

If you have separate pop3 boxes, you'll need to set them up in Admin Postmaster Mail Accounts (upper right).

If you have separate aliases, same POP3 box, change the current Mail Account to Dispatching by email To:
If you have one email per POP3 box, Dispatching by Queue or To: will work.

To get the To:/Queue: to match, Click Email Settings and make sure the additional email addresses are listed. In each of those, choose the queue to which that email address will deliver.

Then, go to the Queue(s) and choose an appropriate System Address to send from.

If a Queue is unable to send auto responses, it is first caused by new queues not being assigned Auto Responses. The *main* one you're likely to need assigned is the "auto reply/new ticket" (not auto reply). You can assign all of them, but (this is opinion) it's annoying to get canned responses for every email I send on a ticket. I don't mind knowing that my ticket made it and what my ticket id is. But if I reply, the next response I want is a human.

[sagarshaha]

Hi,

Thanks for your prompt response.
As you said, I have assigned queue perfectly and as I said earlier it does work with one queue (IT) but when I try to do same settings with other queue (Finance) then it failes to send Auto-responses.

I have Attached the screenshot for your reference.

Finance Queue.png

Appreciate your help !!

Thanks,
Sagar

[crythias]

This screenshot is the last part of the answer. If it doesn't send, there will be a System log telling you this.

These are likely scenarios:
1) The ticket doesn't get created within "Finance" (why not? Because postmaster didn't filter for it?)
2) The autoresponse has impossible to send
3) the recipient doesn't get it (spam, loopback (the recipient is otrs))
4) ???
the logs will tell you.

[sagarshaha]

Hi,

It doesnt record any kind of logs I have checked the logs history but shows nothing related to sending email. I am really not understanding where I am failing to do the setup for this queue? other queue just works fine as needed. Also, we have not added any kind of filters in postmaster.

We really want to sort this out.

Appreciate your help in same !!

Thanks

[crythias]

I have checked the logs history but shows nothing related to sending email.

It won't show that it's successfully not sending mail.

It won't send mail if the ticket is created in a queue without an autoresponse.

Don't tell me Finance has an autoresponse. Tell me the logs show that the ticket is being created within Finance.

[sagarshaha]

No...it doesnt show in logs that the email is created, am i doing anything wrong in config?

Thanks for your help !!

[crythias]

it doesnt show in logs that the email is created, am i doing anything wrong in config

Tell me the logs show that the ticket is being created within Finance.

These are likely scenarios:
1) The ticket doesn't get created within "Finance" (why not? Because postmaster didn't filter for it?)

Show me the logs for the creation of the ticket.

If the ticket is not being created, that's a different problem, and one which you'd be asking about "The ticket doesn't show up", not "The user isn't getting an autoresponse".

[sagarshaha]

Hi,

These are the logs in Sys Log. Beofre capturing these logs I manually clicked 'Fetch Emails'.

Fri Aug 24 05:36:50 2012 notice OTRS-CGI-05 User: sagar authentication ok (REMOTE_ADDR: xxx.xx.xxx.xx).
Fri Aug 24 05:30:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeCreative]' from db.
Fri Aug 24 05:30:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeBookedNo]' from db.
Fri Aug 24 05:30:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [BreakdownFlight]' from db.
Fri Aug 24 05:30:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [AddInventory]' from db.
Fri Aug 24 05:20:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeCreative]' from db.
Fri Aug 24 05:20:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeBookedNo]' from db.
Fri Aug 24 05:20:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [BreakdownFlight]' from db.
Fri Aug 24 05:20:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [AddInventory]' from db.
Fri Aug 24 05:10:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeCreative]' from db.
Fri Aug 24 05:10:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeBookedNo]' from db.
Fri Aug 24 05:10:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [BreakdownFlight]' from db.


Appreciate your help !!

Thanks

[crythias]

You're right. There's nothing to diagnose. No emails are retrieved. No error messages. Nothing created in Finance. Nothing to send.

There's nothing to help you with.

[sagarshaha]

How can we resolve this? There should be some way to diagnose or resolve this.

I am really surprised that....one queue is working fine without any issues and other queues are just not working.

[crythias]

here should be some way to diagnose or resolve this.

Yes.

1. Does the mailbox receive mail?
2. Does the mailbox have any items in inbox?
3. Do the mailbox items disappear when fetched?
4. Is any other human/mail account retrieving mail before OTRS gets a chance to get it?
5. Is the postmaster mail account (otrs) configured to look at this email box?
6. Does the postmaster mail account have proper credentials?
7. Is the postmaster mail account valid?
8. If you press fetch mail, does Admin/SystemLog show anything about that fetch?

[sagarshaha]

Hi,

Thanks for your questions. I was able to solve my problem. Mailbox was unable to receive emails, so did some changes into MS Exchange Server and now everything working fine but still I have one problem.

Now, as I mentioned earlier the Queue name is Finance. when the ticket is raised into this queue, we have a different queue agent/admin/owner for this queue. How do we change the response emails such that the Finance queue owner will receive the ticket notification that, new ticket has been created.

Currently, default admin is receiving all ticket notifications for all queues.

Thanks for your help.

[crythias]

This is answered in the link in my signature.

How do we change the response emails such that the Finance queue owner will receive the ticket notification that, new ticket has been created.

Agent preferences, notifications "Yes", queue selected in "My Queues".

[sagarshaha]

Cool...thanks....it worked.

I have another question. I have assigned some generic agent tasks and also some SLAs but the problem is we dont have the SLA option under Ticket Actions sub menu.

How do we enable that?

I have attached both screenshots.
Screenshot 1 - Generic Agent Menu

Generic Agent.png

Screenshot 2 - Ticket Action Sub-menu under Generic Agent.

generic agent-Ticket Action submenu.png

The Set SLA option needs to be there under Ticket Action but for some reason its not showing up.

Thanks for your help !!

[crythias]

It isn't there. Probably a good thing.
SLA needs to be chosen at ticket creation, and not easily or automatically changed.

[sagarshaha]

Sorry but i didnt understand your answer. I want to use the SLA feature, so that when I create a Generic Agent Task it will act as per the SLA and assign the jobs.

Appreciate your help !!

Thanks

[crythias]

You know, as I think about this, that's what the Queue's SLA settings are for. If the Service-SLA is not assigned, the Queue's SLA wins.

[crythias]

I want to use the SLA feature, so that when I create a Generic Agent Task it will act as per the SLA and assign the jobs.

I don't know what the Generic Agent has to do with the SLA or the SLA has to do with the GA so that the GA will act according to the SLA, nor what jobs to assign.
But you asked to set (Ticket Action) the SLA not query (Ticket Filter) the SLA.

I responded that it's probably best that the Generic Agent can't set SLAs, and the Queue's SLA should win in that case, which is also probably a good thing.