Sendmail issue in OTRS 6

[chefski27]

Hi,

Currently having an issue with Sendmail queuing up in OTRS 6 but not sending out. Seeing this error:

Code: Select all

root@DC_bc-prod-otrs1> sudo -u otrs bin/otrs.Console.pl Maint::Email::MailQueue --send
ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-10 Perl: 5.16.3 OS: linux Time: Thu Dec 10 08:56:27 2020
 Message: The communication '14942237' is already closed, can't be used.
 Traceback (3457):
   Module: Kernel::System::CommunicationLog::_LogError Line: 538
   Module: Kernel::System::CommunicationLog::_RecoverCommunicationObject Line: 498
   Module: Kernel::System::CommunicationLog::new Line: 66
   Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306
   Module: Kernel::System::ObjectManager::Create Line: 241
   Module: Kernel::System::MailQueue::_GetCommunicationLog Line: 1647
   Module: Kernel::System::MailQueue::Send Line: 638
   Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 198
   Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 146
   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: 36
Error: Can't call method "CommunicationIDGet" on an undefined value at /data/otrs/Kernel/System/MailQueue.pm line 639.

Have tried setting up SMTP instead of using Sendmail, but that hasn't worked and the queue is building. Stopped cron and daemon, rebooted OTRS, but can't get email queue to clear. Initially I noticed an email being sent that had >30MB attachment that resulted in errors in the Communication Log, but I've cleared that email and still no success. There's also no issue with email collection, only email send out.

Any help would be much appreciated!

Thanks,

[root]

Hi,

Any changes on your configuration before this issue came up?

- Roy

[chefski27]

Hi Roy,

No, unfortunately not. Otherwise might have an idea where to look.

This has happened in the past but usually it impacts email collection. One email in the inbox is too large and therefore all emails can't be scraped at once so it repeats the process indefinitely/until cleared. This usually impacts other inboxes from being scraped, and I wouldn't think it would impact email sendout - however that has happened, maybe by coincidence?

Think this could be a code issue?

[root]

Hi Barrett,

Fetching is not really related to sending, so you're good with this.
Did you check the daemon logs for more details?
Please stop the otrs.Daemon and check if there are other otrs.Daemon still running. If yes, kill them and wait until the otrs.Daemon starts again.
As a last step, add a parameter to the daemon CronTaskManager entry:

2020-12-10 at 12.30 PM.png

- Roy

[zzz]

Hello,

Try to find the first mail that couldn't be sent successfully and check the communication log for error messages.
It's possible that you had authentication issues (or some other kind of issue), which caused a jam in the mail queue.

— Emin