[SOLVED]receiver customer's reply email faster

[BrianYin]

Hi, i have a question:
1. by using OTRS, agents sending message(reply of the ticket) is immediately but receiving message (customers' reply through outlook) will take much more time(5-10minitues)
is it possible receiving is as fast as sending ?
Thanks a lot!

[jojo]

you need to shorten down the cronjobs of OTRS (have a look a the admin manual http://doc.otrs.org/3.1/en/html/email-receiving.html)

Please also note that email is not a realtime service!

[crythias]

Or use procmail and received directly to the OTRS server instead.

[BrianYin]

i found a new problem about this question, after i changed "postmaster_mailbox" from 10 min to 5 min
this script fetch email from the mail server sames failed
every time i need to get new repy manually from mail account management module
By the way our server uses windows system , is that a problem, i can't change setting like linux?

[crythias]

this script fetch email from the mail server sames failed

need more information to troubleshoot. Logs, error messages...

By the way our server uses windows system , is that a problem, i can't change setting like linux?

If you change the the settings for cron, you'll need to restart the cronw service.

[BrianYin]

this script fetch email from the mail server sames failed

need more information to troubleshoot. Logs, error messages...

i mean it fails, because the system can not get the reply or email in queue postmaster automatelly.

By the way our server uses windows system , is that a problem, i can't change setting like linux?

If you change the the settings for cron, you'll need to restart the cronw service.

i thought cron is only for Linux, does restart cron the same as windows system?

[crythias]

Are you running OTRS on Windows?
Did you install the Windows version?
You should have a CronW service that needs to be restarted when you make changes to the cron files.

[BrianYin]

yes, i restart 'CRONw', but the system still can not fetch the email.

i also set up a schedule task in windows system: run "postmaster_mailbox" every 5 mins

however, they all failed

this is postmaster_mailbox code
# --
# 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
*/2 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

i also changed fetchmail

# --
# 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
#*/2 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
#*/2 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null

[crythias]

i mean it fails, because the system can not get the reply or email in queue postmaster automatelly.

Yes, but I don't know if it runs, if it errors, if it tries to run, if otrs.log has any information, if you've tried to run the command line yourself ...

restart cronw, wait /x minutes, check otrs.log and see what it says.

[BrianYin]

[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:15:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:15:01 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:15:01 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:20:02 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:25:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:25:01 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:25:01 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:30:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:30:01 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:30:01 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'
[Wed Sep 12 08:30:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1'
[Wed Sep 12 08:30:01 2012][Error][Kernel::System::PID::PIDDelete][226] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'DELETE FROM process_id WHERE process_name = ? AND process_host = ?'
[Wed Sep 12 08:30:01 2012][Error][Kernel::System::PID::PIDCreate][154] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create, process_change) VALUES (?, ?, ?, ?, ?)'

the same error happens in every 5 mins
i can fetch the email manually

[Wed Sep 12 08:08:25 2012][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012091210000018/test] created (TicketID=420,Queue=Postmaster,Priority=3 浣?State=new)
[Wed Sep 12 08:08:26 2012][Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAP: Fetched 3 email(s) from 999/mail.xxxxx.com.cn.
[Wed Sep 12 08:08:26 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 4s taken (URL:Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=85d59610dd993d38b722acc6c264423e;:xxxxx)
[Wed Sep 12 08:08:27 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AdminMailAccount;Ok=1:xxxxxx)
[Wed Sep 12 08:09:28 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentDashboard:xxxx)
[Wed Sep 12 08:09:34 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketZoom;TicketID=419:xxxxxx)
[Wed Sep 12 08:09:35 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=1511;FileID=2;:xxxxx)
[Wed Sep 12 08:09:37 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketZoom&Subaction=ArticleUpdate:xxxx)
[Wed Sep 12 08:09:37 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=1511;FileID=2;:xxxxx)
[Wed Sep 12 08:09:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom&Subaction=MarkAsSeen:xxxxx)
[Wed Sep 12 08:09:41 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentDashboard:xxxxx)
[Wed Sep 12 08:09:43 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom;TicketID=414:xxxxx)
[Wed Sep 12 08:09:44 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=1512;FileID=2;:xxxx)
[Wed Sep 12 08:09:45 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom&Subaction=ArticleUpdate:xxxx)
[Wed Sep 12 08:09:46 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=1512;FileID=2;:xxxxx)
[Wed Sep 12 08:09:47 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom&Subaction=MarkAsSeen:xxxx)
[Wed Sep 12 08:09:50 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentDashboard:xxxxx)

[crythias]

the error says your table's bad and needs to be repaired. That would be why you can't auto do it.
This is a database problem.

[BrianYin]

Thank you so much!! really appreciate it.