GenericAgent: can't open .../DynamicField/....

[Eraserhead]

Hi,

I'm getting these errors via cron mail:

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ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.18.2 OS: linux Time: Tue Aug 18 15:40:02 2015

 Message: Can't write '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7/6732332f2164b22a374a2cd7c080aea3': Permission denied

 Traceback (10963):
   Module: Kernel::System::Main::FileWrite Line: 462
   Module: Kernel::System::Cache::FileStorable::Set Line: 98
   Module: Kernel::System::Cache::Set Line: 179
   Module: Kernel::System::DynamicField::DynamicFieldGet Line: 325
   Module: Kernel::System::DynamicField::DynamicFieldListGet Line: 1015
   Module: Kernel::System::GenericAgent::new Line: 69
   Module: Kernel::System::ObjectManager::_ObjectBuild Line: 227
   Module: Kernel::System::ObjectManager::Get Line: 181
   Module: main::ExecuteDBJobs Line: 175
   Module: /opt/otrs//bin/otrs.GenericAgent.pl Line: 136

Did anyone ever find a fix for this? So many people seem to have the same problem but the thread was never solved?

I migrated this weekend from 3.0 > 3.1 > 3.2 > 3.3 > 4.0

And i'm getting these cron messages as well. I deleted the files manually and also used:

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bin/otrs.DeleteCache.pl --expired
bin/otrs.LoaderCache.pl -o delete

But i keep getting these cron warnings. Any suggestions?

Mod: reference: viewtopic.php?f=62&p=57616#p57616

[crythias]

All the suggestions are already in this thread.

[Eraserhead]

Well, i've read through the entire thread again. This is what i have:

No duplicate entries in cron:

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 crontab -l -u otrs
# Who gets the cron emails?
#MAILTO="info@xxxxx.xx"

# 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

# fetch every 5 minutes emails via fetchmail
#*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
#*/5 * * * *    /usr/bin/fetchmail -a --ssl >> /dev/null

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

# start generic agent every 20 minutes
*/20 * * * *    $HOME/bin/otrs.GenericAgent.pl >> /dev/null

# example to execute otrs.GenericAgent.pl on 23:00 with
# Kernel::Config::GenericAgentMove job file
#0 23 * * * $HOME/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /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 every 1 minute
*/1 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /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

I checked which user is running cron:

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cd /var/spool/cron/crontabs
grep otrs *
otrs:20 0 * * 0  $HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null
otrs:30 0 * * 0  $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null
otrs:5 * * * *    $HOME/bin/otrs.GenerateDashboardStats.pl >> /dev/null
otrs:*/20 * * * *    $HOME/bin/otrs.GenericAgent.pl >> /dev/null
otrs:# example to execute otrs.GenericAgent.pl on 23:00 with
otrs:#0 23 * * * $HOME/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null
otrs:*/10 * * * *    $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
otrs:45 */2 * * *    $HOME/bin/otrs.PendingJobs.pl >> /dev/null
otrs:10 0 * * *  $HOME/bin/otrs.ReprocessMails.pl >> /dev/null
otrs:*/1 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null
otrs:01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null
otrs:*/5 * * * *    $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null
otrs:55 */2 * * *    $HOME/bin/otrs.DeleteSessionIDs.pl --expired >> /dev/null
otrs:35 * * * *  $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

This is what i have in /opt/otrs/var/cron:

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/opt/otrs/var/cron# ls
aaa_base       cache.dist      generate_dashboard_stats       generic_agent-database       pending_jobs       postmaster.dist          rebuild_ticket_index       scheduler_watchdog.dist  unlock
aaa_base.dist  fetchmail       generate_dashboard_stats.dist  generic_agent-database.dist  pending_jobs.dist  postmaster_mailbox       rebuild_ticket_index.dist  session                  unlock.dist
cache          fetchmail.dist  generic_agent                  generic_agent.dist           postmaster         postmaster_mailbox.dist  scheduler_watchdog         session.dist

Finally this is an example of the permissions on what of the files that gives the cron error:

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root@backup:/opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7# ls -l
total 4
-rw-rw---- 1 www-data www-data 306 Aug 18 14:35 6732332f2164b22a374a2cd7c080aea3

I'm on Ubuntu 14 and i used this to set the permissions:

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bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs

I was also getting cron e-mails about the files ZZZAuto.pm and ZZZAAuto.pm saying Access Denied.
However i got rid of those errors when i did chmod 664 on them.

Where did i go wrong?

Update:

I did this according to the Ubuntu guide:
https://help.ubuntu.com/community/OTRS

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root@backup:/opt/otrs/bin# sudo ./otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs
Unknown option: otrs-group
Unknown option: web-user
Setting permissions on /opt/otrs

What do the unknown option messesages mean?

It seems to change the permission of the cache file anyway:

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cd /opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7
ls -l
-rw-rw---- 1 otrs www-data 306 Aug 18 14:35 6732332f2164b22a374a2cd7c080aea3

update2:

I was silently hoping that the permissions change fixed it but i just got another cron e-mail again:

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ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.18.2 OS: linux Time: Tue Aug 18 15:40:02 2015

 Message: Can't write '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7/6732332f2164b22a374a2cd7c080aea3': Permission denied

This is what the file looks like:

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/opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7# ls -l
total 4
-rw-rw---- 1 www-data www-data 306 Aug 18 15:36 6732332f2164b22a374a2cd7c080aea3
root@backup:/opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7#

So when i ran the otrs.SetPermissions.pl script it had set otrs as the owner of the file and now the new cache files that have been generated are owned by apache www-data. Would this be the cause of the problem?

[crythias]

Please also provide the error messages you have received. I've split your topic because it's your thread and not the OP.

[Eraserhead]

Thanks Crythias. I've added the original error to my OP and please also see at the bottom of the post before yours (update2) i was just editing it when you split this topic.

edit: just received this error:

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mkdir /opt/otrs/var/tmp/CacheFileStorable/Group/7/f: Permission denied at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 88.

[crythias]

Please use

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markup instead of [quote][/quote] markup for code and errors.

[crythias]

What do the unknown option messesages mean?

\
It means what it says. Those options are no longer valid options.

Finally this is an example of the permissions on what of the files that gives the cron error:

root@backup:/opt/otrs/var/tmp/CacheFileStorable/DynamicField/6/7# ls -l
total 4
-rw-rw---- 1 www-data www-data 306 Aug 18 14:35 6732332f2164b22a374a2cd7c080aea3

runs as otrs.
doesn't have permission.
make otrs a member of www-data group

[Eraserhead]

Thanks. I did:

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sudo usermod -a -G www-data otrs

Waiting to see if i get any more errors.

Also fixed the code tags.

[Eraserhead]

Just posting back that i'm not getting any errors anymore, i guess i must have missed that step during the installation, thanks again Crythias! Case closed.