Try to see if $HOME is set for user otrs. something like su - otrs -c echo $HOME
or su - otrs -c $HOME/bin/PostMasterMailbox.pl -d 3 and try to watch either cron.log or system messages HTH MV On Tue, Sep 29, 2009 at 8:03 PM, Alfredo Frugone <[email protected]> wrote: > I had a similar problem, I've checked cronjobs, and I think all is OK, > but messages are not automatically polled from the configured mail > box, but manually it works perfect by pressing on "Run Now!" from > PostMaster Mail Account management > > /opt/otrs/var/cron# crontab -l -u otrs > shows: > # fetch emails every 10 minutes > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > What else I must check? > > Thanks > Alfredo > > > On Mon, Sep 28, 2009 at 11:13 AM, Michiel Beijen <[email protected]> wrote: > > > > Hi Steve, > > > > I'm glad you like the software! > > > > 1. It looks like you've not set up the cron jobs yet. By default, any > configured mailboxes should be polled every 10 minutes. [ > http://doc.otrs.org/2.4/en/html/x531.html#cronjobs] > > > > 2. If people send mail in, and you want them to receive an > acknowledgement: go to Admin > Auto Responses and create a response of type > "Auto Reply". Then, tie that to your Queue under Auto Responses <> Queues. > > > > 3. To implement this, just put in a regular escalation (either queue > based, or SLA based, which would be a little bit more complex). Now, define > a queue and subscribe the 'manager' people to that. Create a GenericAgent > job via Admin > GenericAgent that pushes tickets to this new 'escalated' > queue if the ticket SLA time has passed. > > > > HTH, > > > > Michiel > > > > On Mon, Sep 28, 2009 at 4:46 PM, Steve Anness <[email protected]> > wrote: > >> > >> Good morning, > >> > >> first off let me thank you guys in advance, OTRS is a great system and > so far it has done wonders for this three man IT Department supporting over > 100 users world wide for a non-profit organization. As our organization > grows and our needs become more complex the need for automation continues to > rise. So there are three things I would like guidance on doing. Any good > step-by-step documentation to assist with these three things (assuming they > are possible) would be great. > >> > >> > >> 1) Checking for emails automatically, I can go under the mail setting > and click "run" and it downloads my support emails. I need to automate this > process but can't seem to figure it out. > >> 2) Sending out an auto-response. I can't seem to get it to work to > where when I create a ticket it sends an auto-response email letting the > person who submitted the ticket know that a ticket was created. > >> 3) The Escalation process -- if a ticket is created via email, can I > have it initially send notification to three people and then if there isn't > a response have it send an escalation email to supervisors? > >> > >> Thank you again for your advice and guidance. > >> > >> Best Wishes, > >> > >> Steve Anness > >> --------------------------------------------------------------------- > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >> > >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > >> http://www.otrs.com/en/support/enterprise-subscription/ > > > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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