incoming emails aren’t fetching tickets

[dapugliese]

Hi.

I have a problem with the tickets. These are not fetching after someone sends the e-mail to the POP3S configured account.

This problem started to happen one month ago approximately, before that everything work perfectly

Can anybody help trying to debug this issue.

Thanks in advance.

Diego.

[wurzel]

Hi,

check the logs
check the changes made in your environment

Flo

[dapugliese]

Thanks wurzel.

Where're the logs? (path)

[wurzel]

Hi,

depends on your distribution and configuration. I do not know.
usually in syslog or apache error log.

Flo

[dapugliese]

Thanks Wurzel.

I tried again sending a new e-mail and I checked syslog (Ubuntu 18.04.5 LTS):

"...
Oct 29 17:15:01 UbuntuServer3 CRON[5734]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)

..."

It is working right now. This afternoon I tried with two differents e-mail and both were working. The problem is that this morning I tried four o five different tests and none of them worked.

I'll we be attentive to check the log again if the e-mail does not fetch fetch the ticket

If you have some suggestion I would appreciate it.

Regards.

[root]

Hi,

Next time when the fetching stalls try to fetch manually with the otrs user:

Code: Select all

bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug

Maybe a hint will b given

- Roy

[dapugliese]

Thanks Roy.

I will try your suggestion.

Regards.

[dapugliese]

Hi Roy

Today I had the same situation with an email sent at 14:00hs. Twenty minutes later, I checked the Queue in OTRS and the ticket was never fetch. The fetch emails are set every 5 minutes (see otrs_daemon.dist settings):

"..........
# --
# Copyright (C) 2001-2017 xxx, http://otrs.com/
# --
# 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.
# --

# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null

......."

Then I applied your suggestion and I tried to fetch manually (bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug)


The result was as follow:

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

pop.gmail.com (POP3S)...
POP3S: Message 1/1 (soporte@mariaguadalupe.org.ar/pop.gmail.com)

POP3S: Connection to pop.gmail.com closed.

Net::POP3::_SSL>>> Net::POP3::_SSL
Net::POP3::_SSL>>> IO::Socket::SSL(2.060)
Net::POP3::_SSL>>> IO::Socket::IP(0.38)
Net::POP3::_SSL>>> IO::Socket(1.38)
Net::POP3::_SSL>>> IO::Handle(1.36)
Net::POP3::_SSL>>> Exporter(5.72)
Net::POP3::_SSL>>> Net::POP3(3.10)
Net::POP3::_SSL>>> Net::Cmd(3.10)
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Gpop ready for requests from 200.59.13.213 w35mb156402703qvw
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> USER soporte@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> PASS ....
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> STAT
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK 1 19213700
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> LIST
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK 1 messages (19213700 bytes)
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-66 Perl: 5.26.1 OS: linux Time: Thu Nov 12 14:21:58 2020

Message: CommunicationLog(ID:263084,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:333884)::Kernel::System::MailAccount::POP3 => Cannot fetch message '1/1' with size '18.3 MB' (18763 KB).Maximum allowed message size is '16384 KB'!

Traceback (8615):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::MailAccount::POP3::Fetch Line: 337
Module: Kernel::System::MailAccount::MailAccountFetch Line: 566
Module: (eval) Line: 172
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 164
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 38

Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> QUIT
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Farewell.
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.

Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Gpop ready for requests from 200.59.13.213 dd1mb191439794qvb
Net::POP3::_SSL=GLOB(0x560155c77130)>>> USER mantenimiento@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x560155c77130)>>> PASS ....
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x560155c77130)>>> STAT
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x560155c77130)>>> LIST
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x560155c77130)>>> QUIT
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Farewell.
Done.
........"



The only weird think I noticed is this:

"......
Cannot fetch message '1/1' with size '18.3 MB' (18763 KB).Maximum allowed message size is '16384 KB'!
......."


But the email sending size is 6Kb.


I’ll be gratefull if you can give me some tip.

Thanks in advance…

Diego.

[zzz]

Hello Diego,

The message is pretty straightforward.
Increase the setting PostMasterMaxEmailSize and check if you just missed an attachment.

Best regards
Emin

[dapugliese]

Hi Emin.

Thank you so much for your support.

It was exactly what you said. OTRS had an old email (Abril 2020) with 13Mb which never fetched.


Thank you very much for your time and attention.

Diego.

[dapugliese]

Hi everybody.

I thought the problem was closed, but today I missed again two tickets form sending mails .

Trying to fetch manually with the otrs user, I checked the following result:


“…..

$ bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug

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

pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.

Net::POP3::_SSL>>> Net::POP3::_SSL
Net::POP3::_SSL>>> IO::Socket::SSL(2.060)
Net::POP3::_SSL>>> IO::Socket::IP(0.38)
Net::POP3::_SSL>>> IO::Socket(1.38)
Net::POP3::_SSL>>> IO::Handle(1.36)
Net::POP3::_SSL>>> Exporter(5.72)
Net::POP3::_SSL>>> Net::POP3(3.10)
Net::POP3::_SSL>>> Net::Cmd(3.10)
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Gpop ready for requests from 200.59.13.213 t3mb6426233qvj
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> USER soporte@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> PASS ....
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> STAT
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> LIST
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> QUIT
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Farewell.
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.

Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Gpop ready for requests from 200.59.13.213 y11mb8392573qvr
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> USER mantenimiento@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> PASS ....
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> STAT
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> LIST
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> QUIT
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Farewell.
Done.


…”


Are there some tips to follow?

Thanks in advance.

[root]

Hi,

Why do you think these aren't fetched? Maybe they were follow-ups, created tickets in queues where you don't expect them, or are placed in /opt/otrs/var/spool because of an incident during they were fetched.

- Roy

[dapugliese]

Roy.

Thank you so much por your response.
First of all, I checked the email account and there was the user request people asked us.

Regarding the follow-ups, I checked the only two queues we have and the tickets weren’t in neither of them
Concerning “/opt/otrs/var/spool”, we checked this path and there was nothing there.

I would appreciate if you were able to give me some clue.

Thanks in advance.


Diego.