System Log Errors

[djcaetano]

Hi there,

About a year ago we migrated from OTRS 4.x to OTRS 5. Since that time the system has been working ok, but I have been receiving a lot of error messages on System Log. Specifically, the errors are:

- There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::EscalationCheck
- There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch
- There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::PendingCheck

I have already manually executed these procedures using the otrs.Console.pl and every single procedure run just fine. I have tried to disable the EscalationCheck daemon (since we are not using this feature) but nothing changed.
I may add that "ticket pending" and "mail account fetch" features are working as they should.

Any clues on why I keep receiving these error messages?

Regards,
Daniel Caetano

[wurzel]

Hi,

is it the right user doing it?
is your $HOME correct?

Florian

[djcaetano]

Hi,
is it the right user doing it?
is your $HOME correct?

How can I check the user used to run those daemons?
Anyway, the home for OTRS user is set to /opt/otrs .

[djcaetano]

In the case you are talking about the cron user, it is on "otrs" user's crontab:
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null

[root]

Hi,

How can I check the user used to run those daemons?

Check which crontab contains the jobs with

crontab -l otrs

This show you the otrs user's crontab.

Anyway, the home for OTRS user is set to /opt/otrs .

Looks good.

Die you configured var/cron/aaa_base and set an appropriate e-mail address where output is send?

[djcaetano]

Looks good.
Die you configured var/cron/aaa_base and set an appropriate e-mail address where output is send?

It was configured to send mails to root@localhost. I configured it to send them to my e-mail, and now I am receiving messages about the errors, but no extra information to help me identify the real problem.

[root]

Hi,

Did you checked the OTRS log on the time the error is generated? Maybe there are some hints. I recommend to configure the highest available log level (pls keep an eye on your disk space)

- Roy

[djcaetano]

Hi there,

After a long winter I had time to dig out the reason behind this problem.
It seems that the Daemon worker is not acting as it was supposed to regarding error logging.
There are NO errors at all on those cases, but de Daemon worker was acting as if "Debug" messages were errors (that is: the debug message showed as "priority: error" on System Event log).
I have totally disabled debug function using Config.pm (for some strange reason, it was enabled) and restarted the daemon... and after these two steps, there are no more fake errors being reported on my System Event log (nor email).