OTRS is fetching emails twice

[leandroabilio]

Hi,

For some reason, OTRS is fetching e-mails from the exchange server via POP3 twice.

Code: Select all

Wed Sep 10 10:30:18 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	POP3: Fetched 2 email(s) from atendimento/usschms.ark.lan.
Wed Sep 10 10:30:17 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	POP3: Fetched 2 email(s) from atendimento/usschms.ark.lan.
Wed Sep 10 10:30:13 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	Sent auto response (SendAutoReply) for Ticket [2014091068000124] (TicketID=1235, ArticleID=3192) to 'Joao lo <j.lo@ark.com>'.
Wed Sep 10 10:30:13 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	Sent email to Joao lo <j.lo@ark.com>' from 'Ark Brasil Atendimento <atendimento@ark.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2014091068000124] FW: Treinamento Vidy [...];
Wed Sep 10 10:30:12 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	Sent auto response (SendAutoReply) for Ticket [2014091068000115] (TicketID=1234, ArticleID=3190) to 'Joao lo <j.lo@ark.com>'.
Wed Sep 10 10:30:12 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	Sent email to 'Joao lo <j.lo@ark.com>' from 'Ark Brasil Atendimento <atendimento@arkadin.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2014091068000115] FW: Treinamento Vidy [...];
Wed Sep 10 10:30:10 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	New Ticket [2014091068000124/FW: Treinamento] created (TicketID=1235,Queue=BR - General Requests,Priority=3 normal,State=new)
Wed Sep 10 10:30:08 2014	info	OTRS-otrs.PostMasterMailbox.pl-68	New Ticket [2014091068000115/FW: Treinamento] created (TicketID=1234,Queue=BR - General Requests,Priority=3 normal,State=new)
Wed Sep 10 10:30:03 2014	notice	OTRS-otrs.PostMasterMailbox.pl-68	Can't create PID PostMasterMailbox, because it's already running (latam-arts.ark.lan/22315)!
Wed Sep 10 10:30:02 2014	notice	OTRS-otrs.Scheduler-68	Scheduler Daemon status request! PID 14065

I already checked cron and it's running the process only once
I also checked all user's cron to make sure they were not running otrs jobs and they are ok.

Code: Select all

# delete expired cache weekly (Sunday mornings)
20 0 * * 0  $HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null
30 0 * * 0  $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null

# generate dashboard stats every hour
5 * * * *    $HOME/bin/otrs.GenerateDashboardStats.pl >> /dev/null

# start generic agent every 10 minutes
*/10 * * * *    $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

# check every 120 min the pending jobs
45 */2 * * *    $HOME/bin/otrs.PendingJobs.pl >> /dev/null

# check daily the spool directory of OTRS
10 0 * * *  $HOME/bin/otrs.ReprocessMails.pl >> /dev/null

# fetch emails minutes
*/5 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl -f1 >> /dev/null

# just every day
01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null

# check scheduler status
*/5 * * * *    $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null

# delete every 120 minutes old/idle session ids
55 */2 * * *    $HOME/bin/otrs.DeleteSessionIDs.pl --expired >> /dev/null

# unlock every hour old locked tickets
35 * * * *  $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

Do you have any idea about what's happening?

[crythias]

cron jobs tend to indicate who ran them within /var/log/messages or /var/log/syslog
confirm also that *root* doesn't have cron.
If you think that the otrs cron is the only one, stop it:
bin/otrs.Cron.sh stop otrs

[leandroabilio]

Hello Crithias, thanks for your quick reply!

I checked the logs and I found that there are cron logs for two user: otrs and otrsserviceuser.

Code: Select all

Sep 10 12:30:01 srvubuntu CRON[23698]: (otrs) CMD (test -x $HOME/bin/otrs.GenericAgent.pl &&  $HOME/bin/otrs.GenericAgent.pl -c db > /dev/null)
Sep 10 12:30:01 srvubuntu CRON[23700]: (otrs) CMD ($HOME/bin/otrs.PostMasterMailbox.pl > /dev/null)
Sep 10 10:30:01 srvubuntu CRON[22296]: (otrsserviceuser) CMD ($HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null)
Sep 10 10:30:01 srvubuntu CRON[22298]: (otrsserviceuser) CMD ($HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null)
Sep 10 10:30:01 srvubuntu CRON[22300]: (otrsserviceuser) CMD ($HOME/bin/otrs.PostMasterMailbox.pl -f1 >> /dev/null)

But when I check the crontab for the user otrs, there is no job.

[jojo]

OTRS can not fetch a successful fetched mail again as it will be deleted from the server.

So there might be an issue with creation of the article, sending notifiactions or deleting from server