FYI:
i have a manual installation of otrs with the following components:
- win2003 32bit
- perl 5.10
- apache 2.2.10
- otrs 2.3.3
- pycron 0.5.9
note: well i use pycron because the cronw does not work with 5.10 in my
installation...
when i try to run the GenericAgent.pl job through pycron i have the problem,
that it resends and resend over and over again every email coming from tickets
that did escalate. after doing some research i finally found the cause of this
problem... it is located in the NotifyAgentGroupOfCustomQueue.pm... on line 120
you can find the following:
&& $Line->{Name} =~ /\Q\%\%$User{UserEmail}\E$/i
i wrote a little test script that looks like that:
print ("[EMAIL PROTECTED]" =~ /[EMAIL PROTECTED]/i);
and found out that it NEVER gets a matching, so it tries over and over again to
send the escalation emails, instead of don't send the escalations when it has
already be sent during the day! interestingly i have a otrs installation that
works with perl 5.8.8 and on this installation everything works pretty good...
?!?!? so, finally i came to the conclusion that there is either a bug in perl
or in otrs, as it seems that perl 5.10 does not escape some charachters between
a \Q \E... and it should escape the % character in the line below. when i
change the line into:
print ("[EMAIL PROTECTED]" =~ /[EMAIL PROTECTED]/i);
then everything is fine !
kind regards,
patrick.
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