[SOLVED] Duplicate Tickets issue | $HOME /usr/share/otrs

[JeremyB3ntham]

We installed OTRS via a TurnKey appliance and then put OTRS v4 on top and configured everything. It's all working pretty well except we're seeing duplicate tickets for some emails that are fetched.

I noticed that when I run 'echo $HOME' as otrs I get:

Code: Select all

/usr/share/otrs

And if i browse to here there is a structure of all otrs files. Our main install is obviously in /opt/otrs/ and that's where our Config.pm file and all cron jobs point to, they're all edited to look at /opt/otrs/

So my questions is can we safely change the $HOME to /opt/otrs/ and should this other otrs folder in /urs/share/ be removed? And ultimately could this be root cause of our issues?

[crythias]

duplicate emails fetching mean duplicate fetch runs and/or items not deleting from your email server. Verify cron jobs.

[JeremyB3ntham]

Well I found an old cron file in /etc/otrs along with some other files and another otrs folder in /var/lib/otrs. No idea where these have come from, most likely the old TurnKey install? Anyway, after removing the old cron file it seems to have sorted it.

[JeremyB3ntham]

Yep, this seems to have been the cause of it, I have cleaned up all other otrs folders on the system, leaving the /opt/ots/ HOME folder of course, and everything seems to be working normally.