New OTRS install fetches mail, but no new tickets created.

Moderator: crythias

Post Reply
cherdt2000
Znuny newbie
Posts: 5
Joined: 21 Mar 2023, 14:55
Znuny Version: 6.0.38
Real Name: Chris Herdt
Company: Terumo

New OTRS install fetches mail, but no new tickets created.

Post by cherdt2000 »

Hello,

I've setup 2 new OTRS CE 6.0.38 instances on RHEL. Everything seems to work fine and the O365 mailbox is configured using OAUTH2. Both instances connect correctly to the O365 mailbox via IMAPTLS and fetch the mails correctly. Meaning that the mails get deleted from the inbox after the fetch from OTRS.

But after that there's no trace whatsoever from the mail in OTRS. I tried to set "Dispatching by selected queue" without any positive results. In the Daemon log files, new mails were seen and fetched.

Anyone has an idea what's going on or how to troubleshoot?

Kr,

Chris
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: New OTRS install fetches mail, but no new tickets created.

Post by root »

Hi,

Start with checking the communication log (Admin area). For every email, you will see into which queue they are placed during fetching.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
cherdt2000
Znuny newbie
Posts: 5
Joined: 21 Mar 2023, 14:55
Znuny Version: 6.0.38
Real Name: Chris Herdt
Company: Terumo

Re: New OTRS install fetches mail, but no new tickets created.

Post by cherdt2000 »

Hello,

Thanks for the help. I see the following unexplainable message:

Message '33' successfully received from server.
IMAPTLS: Failed to process message (saved as /opt/otrs/var/spool/problem-email-...

Kr,

Chris
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: New OTRS install fetches mail, but no new tickets created.

Post by root »

Hi,

Please check the application log for any kind of error. If this always happens you can also fetch the e-mails via command line with more output:

Code: Select all

bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
cherdt2000
Znuny newbie
Posts: 5
Joined: 21 Mar 2023, 14:55
Znuny Version: 6.0.38
Real Name: Chris Herdt
Company: Terumo

Re: New OTRS install fetches mail, but no new tickets created.

Post by cherdt2000 »

It gives the following output:

[otrs@OTRS-test opt]$ ./otrs/bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug

Spawning child process to fetch incoming messages from mail accounts...

outlook.office.com (IMAPTLS)...
IMAPTLS: Found 1 messages on otrs@terumo-europe.com/outlook.office.com.
IMAPTLS: Message 1/1 (otrs@terumo-europe.com/outlook.office.com)

IMAPTLS: Connection to outlook.office.com closed.

Started at Thu Mar 23 12:37:09 2023
Using Mail::IMAPClient version 3.42 on perl 5.032001
Connecting with IO::Socket::IP PeerAddr outlook.office.com PeerPort 143 Proto tcp Timeout 600 Debug 1
Connected to outlook.office.com
Read: * OK The Microsoft Exchange IMAP4 service is ready. [RABCADMAUABSADAANgBDAEEAMAAwADAANQAuAGUAdQByAHAAcgBkADAANgAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A]
Sending: 1 STARTTLS
Sent 12 bytes
Read: 1 OK Begin TLS negotiation now.
Sending: 2 AUTHENTICATE XOAUTH2
Sent 24 bytes
Read: +
Sending: [Redact: Count=2 Showcredentials=OFF]
Sent 2922 bytes
Read: 2 OK AUTHENTICATE completed.
Sending: 3 SELECT INBOX
Sent 16 bytes
Read: * 1 EXISTS
* 1 RECENT
* FLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)
* OK [PERMANENTFLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)] Permanent flags
* OK [UNSEEN 1] Is the first unseen message
* OK [UIDVALIDITY 14] UIDVALIDITY value
* OK [UIDNEXT 40] The next unique identifier value
3 OK [READ-WRITE] SELECT completed.
Sending: 4 UID SEARCH ALL
Sent 18 bytes
Read: * SEARCH 39
4 OK SEARCH completed.
Sending: 5 UID FETCH 39 (RFC822.SIZE)
Sent 30 bytes
Read: * 1 FETCH (RFC822.SIZE 127701 UID 39)
Read: 5 OK FETCH completed.
Sending: 6 CAPABILITY
Sent 14 bytes
Read: * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR UIDPLUS MOVE ID UNSELECT CLIENTACCESSRULES CLIENTNETWORKPRESENCELOCATION BACKENDAUTHENTICATE CHILDREN IDLE NAMESPACE LITERAL+
6 OK CAPABILITY completed.
Sending: 7 UID FETCH 39 BODY[]
Sent 23 bytes
LITERAL: received literal in line * 1 FETCH (BODY[] of length 122382; attempting to retrieve from the 4068 bytes in: Received: from AS4PR05MB9063.eurprd05.prod.outlook.com (2603:10a6:20b:4ea::7)
by PR3PR05MB7051.eurprd05.prod.outlook.com with HTTPS; Thu, 23 Mar 2023
12:37:03 +0000
Received: from DB9PR05MB10232.eurprd05.prod.outlook.com (2603:10a6:10:450::9)
by AS4PR05MB9063.eurprd05.prod.outlook.com (2603:10a6:20b:4ea::7) with
Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.6178.37; Thu, 23 Mar
2023 12:37:01 +0000
Received: from DB9PR05MB10232.eurprd05.prod.outlook.com
([fe80::ce1a:9087:af46:ac58]) by DB9PR05MB10232.eurprd05.prod.outlook.com
([fe80::ce1a:9087:af46:ac58%7]) with mapi id 15.20.6178.037; Thu, 23 Mar 2023
12:37:00 +0000
From: Herdt Chris <Christian.Herdt@terumo-europe.com>
To: ICT Operations Service Desk <otrs@terumo-europe.com>
Subject: FW: Consolidated Public Azure Cloud cost report - month February 2023
Thread-Topic: Consolidated Public Azure Cloud cost report - month February
2023
Thread-Index: AQHZVniheqW8G4ZnjEOt41l722S2yK8IW1tg
Date: Thu, 23 Mar 2023 12:37:00 +0000
Message-ID:
<DB9PR05MB102329AE1C19E35C759C7AA62A4879@DB9PR05MB10232.eurprd05.prod.outlook.com>
References:
<AM0PR09MB322099DB19C3FE2E552C2525E8479@AM0PR09MB3220.eurprd09.prod.outlook.com>
<AM0PR09MB32202603B6E8B98819DAAFCBE8229@AM0PR09MB3220.eurprd09.prod.outlook.com>
<AM0PR09MB32202216EA1B2F519ACD18FEE8079@AM0PR09MB3220.eurprd09.prod.outlook.com>
<HE1PR0901MB16434B4B1A271845B50F14BCE8E39@HE1PR0901MB1643.eurprd09.prod.outlook.com>
<HE1PR0901MB16439A2E508D8500A40BC4A8E8C69@HE1PR0901MB1643.eurprd09.prod.outlook.com>
<HE1PR0901MB1643D6BF34BFD73AE39929A9E8A39@HE1PR0901MB1643.eurprd09.prod.outlook.com>
<AS8PR09MB6212A7127B1D7D6F12271810E8BE9@AS8PR09MB6212.eurprd09.prod.outlook.com>
In-Reply-To:
<AS8PR09MB6212A7127B1D7D6F12271810E8BE9@AS8PR09MB6212.eurprd09.prod.outlook.com>
Accept-Language: nl-BE, en-US
Content-Language: en-US
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-AuthSource:
DB9PR05MB10232.eurprd05.prod.outlook.com
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-Network-Message-Id:
a639022f-10eb-4ec4-c54c-08db2b9b4ca7
X-MS-Exchange-Organization-SCL: -1
X-MS-TNEF-Correlator:
X-MS-Exchange-Organization-RecordReviewCfmType: 0
x-ms-publictraffictype: Email
X-Microsoft-Antispam-Mailbox-Delivery:
ucf:0;jmr:0;auth:0;dest:I;ENG:(910001)(944506478)(944626604)(920097)(425001)(930097);
X-Microsoft-Antispam-Message-Info:
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
Content-Type: multipart/related;
boundary="_011_DB9PR05MB102329AE1C19E35C759C7AA62A4879DB9PR05MB10232eu_";
type="text/html"
MIME-Version: 1.0

--_011_DB9PR05MB102329AE1C19E35C759C7AA62A4879DB9PR05MB10232eu_
Content-Type: text/html; charset="Windows-1252"
Content-Transfer-Encoding: quoted-printable

<html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr=
osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:=
//www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3DWindows-1=
252">
<meta name=3D"Generator" content=3D"Microsoft Word 15 (filtered medium)">
<!--[if !mso]><style>v\:*<END_OF_iBuffer>
Received ret=28 4096 of 122382
Received ret=8192 12288 of 122382
Received ret=8192 20480 of 122382
Received ret=16384 36864 of 122382
Received ret=16384 53248 of 122382
Received ret=8192 61440 of 122382
Received ret=16384 77824 of 122382
Received ret=16384 94208 of 122382
Received ret=8192 102400 of 122382
Received ret=16384 118784 of 122382
Received ret=3598 122382 of 122382
Read: * 1 FETCH (BODY[] UID 39 FLAGS (\Seen \Recent))
Read: 7 OK FETCH completed.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-91 Perl: 5.32.1 OS: linux Time: Thu Mar 23 12:37:10 2023

Message: Can't locate Time/Piece.pm in @INC (you may need to install the Time::Piece module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/local/lib64/perl5/5.32 /usr/local/share/perl5/5.32 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5) at /opt/otrs/Kernel/cpan-lib/parent.pm line
16.
BEGIN failed--compilation aborted at /opt/otrs/Kernel/cpan-lib/Sisimai/Time.pm line 2.
Compilation failed in require at /opt/otrs/Kernel/cpan-lib/Sisimai/Data.pm line 9.
BEGIN failed--compilation aborted at /opt/otrs/Kernel/cpan-lib/Sisimai/Data.pm line 9.
Compilation failed in require at /opt/otrs/Kernel/System/PostMaster/Filter/DetectBounceEmail.pm line 15.
BEGIN failed--compilation aborted at /opt/otrs/Kernel/System/PostMaster/Filter/DetectBounceEmail.pm line 15.
Compilation failed in require at /opt/otrs/Kernel/System/Main.pm line 86.


Traceback (7493):
Module: Kernel::System::PostMaster::Run Line: 172
Module: (eval) Line: 489
Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 487
Module: Kernel::System::MailAccount::IMAP::Fetch Line: 168
Module: Kernel::System::MailAccount::MailAccountFetch Line: 666
Module: (eval) Line: 173
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 165
Module: (eval) Line: 461
Module: Kernel::System::Console::BaseCommand::Execute Line: 455
Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
Module: ./otrs/bin/otrs.Console.pl Line: 37

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-91 Perl: 5.32.1 OS: linux Time: Thu Mar 23 12:37:10 2023

Message: Error while executing 'IMAPTLS->get(39)': Can't locate object method "get" via package "Mail::IMAPClient" at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 319.


Traceback (7493):
Module: Kernel::System::MailAccount::IMAP::__ANON__ Line: 330
Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 505
Module: Kernel::System::MailAccount::IMAP::Fetch Line: 168
Module: Kernel::System::MailAccount::MailAccountFetch Line: 666
Module: (eval) Line: 173
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 165
Module: (eval) Line: 461
Module: Kernel::System::Console::BaseCommand::Execute Line: 455
Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
Module: ./otrs/bin/otrs.Console.pl Line: 37

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-91 Perl: 5.32.1 OS: linux Time: Thu Mar 23 12:37:10 2023

Message: CommunicationLog(ID:13,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:14)::Kernel::System::MailAccount::IMAPTLS => IMAPTLS: Failed to process message (saved as /opt/otrs/var/spool/problem-email-8783b5385c97548921887adfc5d1f6eb).

Traceback (7493):
Module: Kernel::System::CommunicationLog::_LogError Line: 539
Module: Kernel::System::CommunicationLog::ObjectLog Line: 307
Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 512
Module: Kernel::System::MailAccount::IMAP::Fetch Line: 168
Module: Kernel::System::MailAccount::MailAccountFetch Line: 666
Module: (eval) Line: 173
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 165
Module: (eval) Line: 461
Module: Kernel::System::Console::BaseCommand::Execute Line: 455
Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
Module: ./otrs/bin/otrs.Console.pl Line: 37

Sending: 8 UID STORE 39 +FLAGS.SILENT (\Deleted)
Sent 41 bytes
Read: 8 OK STORE completed.
Sending: 9 CLOSE
Sent 9 bytes
Read: 9 OK CLOSE completed.
Done.
cherdt2000
Znuny newbie
Posts: 5
Joined: 21 Mar 2023, 14:55
Znuny Version: 6.0.38
Real Name: Chris Herdt
Company: Terumo

Re: New OTRS install fetches mail, but no new tickets created.

Post by cherdt2000 »

Found the issue!

This did the trick:

yum install "perl(Time::Piece module)"

Thanks for the help everyone!!

Much apprecieated
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: New OTRS install fetches mail, but no new tickets created.

Post by root »

cherdt2000 wrote: 23 Mar 2023, 15:02 Found the issue!

This did the trick:

yum install "perl(Time::Piece module)"

Thanks for the help everyone!!

Much apprecieated
Hi,

I recommend executing /opt/otrs/bin/otrs.CheckModule.pl --all and check if something else is missing.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
cherdt2000
Znuny newbie
Posts: 5
Joined: 21 Mar 2023, 14:55
Znuny Version: 6.0.38
Real Name: Chris Herdt
Company: Terumo

Re: New OTRS install fetches mail, but no new tickets created.

Post by cherdt2000 »

Thanks, but somehow it doesn't seem to check for that specific module.

[otrs@OTRS-test OTRS]$ /opt/otrs/bin/otrs.CheckModules.pl --all
o Apache::DBI......................ok (v1.12)
o Apache2::Reload..................ok (v0.13)
o Archive::Tar.....................ok (v2.38)
o Archive::Zip.....................ok (v1.68)
o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
o CSS::Minifier::XS................Not installed! To install, you can use: 'yum install "perl(CSS::Minifier::XS)"'. (optional - CSS::Minifier::XS - XS based CSS minifier, faster than pure Perl CSS::Minifier)
o Date::Format.....................ok (v2.24)
o DateTime.........................ok (v1.54)
o DateTime::TimeZone.............ok (v2.47)
o DBI..............................ok (v1.643)
o DBD::mysql.......................ok (v4.050)
o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)
o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
o DBD::Pg..........................ok (v3.14.2)
o Digest::SHA......................ok (v6.02)
o Encode::HanExtra.................ok (v0.23)
o IO::Socket::SSL..................ok (v2.073)
o JSON::XS.........................ok (v4.03)
o JavaScript::Minifier::XS.........Not installed! To install, you can use: 'yum install "perl(JavaScript::Minifier::XS)"'. (optional - JavaScript::Minifier::XS - XS based JavaScript minifier, faster than pure Perl JavaScript::Minifier)
o List::Util::XS...................ok (v1.56)
o LWP::UserAgent...................ok (v6.64)
o Mail::IMAPClient.................ok (v3.42)
o IO::Socket::SSL................ok (v2.073)
o Authen::SASL...................ok (v2.16)
o Authen::NTLM...................ok (v1.09)
o ModPerl::Util....................ok (v2.000012)
o Moo..............................ok (v2.005004)
o Net::DNS.........................ok (v1.29)
o Net::LDAP........................ok (v0.68)
o Net::SMTP........................ok (v3.13)
o Template.........................ok (v3.009)
o Template::Stash::XS..............ok (undef)
o Text::CSV_XS.....................ok (v1.46)
o Time::HiRes......................ok (v1.9764)
o Unicode::Collate.................ok (v1.29)
o XML::LibXML......................ok (v2.0206)
o XML::LibXSLT.....................ok (v1.99)
o XML::Parser......................ok (v2.46)
o YAML::XS.........................ok (v0.82)

Bundled modules:

o Algorithm::Diff..................ok (v1.1903)
o Apache::DBI......................ok (v1.12)
o CGI..............................ok (v4.54)
o CSS::Minifier....................ok (v0.01)
o Class::Inspector.................ok (v1.31)
o Crypt::PasswdMD5.................ok (v1.40)
o Crypt::Random::Source............ok (v0.14)
o Email::Valid.....................ok (v1.202)
o Encode::Locale...................ok (v1.05)
o Exporter::Tiny...................ok (v1.002001)
o IO::Interactive..................ok (v1.022)
o JSON.............................ok (v2.94)
o JSON::PP.........................ok (v2.27203)
o JavaScript::Minifier.............ok (v1.16)
o LWP..............................ok (v6.64)
o Linux::Distribution..............ok (v0.23)
o Locale::Codes....................ok (v3.52)
o MIME::Tools......................ok (v5.509)
o Mail::Address....................ok (v2.18)
o Mail::Internet...................ok (v2.18)
o Math::Random::ISAAC..............ok (v1.004)
o Math::Random::Secure.............ok (v0.080001)
o Module::Find.....................ok (v0.15)
o Module::Refresh..................ok (v0.17)
o Moo..............................ok (v2.005004)
o Mozilla::CA......................ok (v20211001)
o Net::HTTP........................ok (v6.17)
o Net::IMAP::Simple................ok (v1.2209)
o Net::SSLGlue.....................ok (v1.058)
o PDF::API2........................ok (v2.033)
o SOAP::Lite.......................ok (v1.20)
Argument "v4" isn't numeric in sprintf at /opt/otrs/bin/otrs.CheckModules.pl line 886.
o Sisimai..........................ok (vv4.25.12)
o Sys::Hostname::Long..............ok (v1.5)
o Text::CSV........................ok (v1.95)
o Text::Diff.......................ok (v1.44)
o Types::TypeTiny..................ok (v1.010000)
o URI..............................ok (v1.71)
o YAML.............................ok (v1.30)
o namespace::clean.................ok (v0.27)
o parent...........................ok (v0.236)
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: New OTRS install fetches mail, but no new tickets created.

Post by root »

cherdt2000 wrote: 23 Mar 2023, 17:29 Thanks, but somehow it doesn't seem to check for that specific module.
because it's a dependency on another module.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
Post Reply