issue creating ticket from email

[rayjeong]

My system was working in v 3.2.1.
We upgrade from 3.2.1 -> 3.3 -> 4.0.2 -> 4.0.3

Since upgrading, tickets occasionally create from email ( gmail) and when it is created, the email is not deleted.

I am getting the following errors in system log:

FACILITY: OTRS-otrs.PostMasterMailbox.pl-42
Kernel::System::Email depends on Kernel::System::Email::SMTPS, but Kernel::System::Email::SMTPS could not be loaded: Not a GLOB reference at /opt/otrs-4.0.3/Kernel/cpan-lib/Net/SSLGlue/SMTP.pm line 97.

and sometimes i also get the following:

FACILITY: OTRS-otrs.PostMasterMailbox.pl-42
Could not find any CI with the name 'my_servername (my_ip) '.


ray

[bcerk]

We have an identical situation, but not after upgrade - it happened when I added few perl libraries required by OTRS-JIRA integration module, and it seems cpan install command also updated some other libraries to newer versions. Though I'm not sure on which perl library SMTP.pm (which is part of OTRS) is depending on. In this .pm file which appears in error message there is:

Code: Select all

use IO::Socket::SSL 1.19;
use Net::SMTP

... but somehow these perl libraries don't even appear in the OTRS list of required libraries. How can that be? Should they be installed now?
The line 97 where error (Not a GLOB reference at .../Kernel/cpan-lib/Net/SSLGlue/SMTP.pm line 97) appears is this:

Code: Select all

*{$_} = \&{ "Net::SMTP::$_" } if *{$Net::SMTP::{$_}}{CODE};

The topic viewtopic.php?t=28342 talks about the exact same problem, and is noted as solved, but in a way that SMTP isn't used any more - which is not a total solution in case we need to use SMTP.

Could someone experienced with perl help us find the path toward real solution?
Thank you in advance.

[bcerk]

One update. For some reason Net::SMTP perl module is not listed among required by OTRS, though cpan reports it's installed (version 3.07). Is there another utility to check where could be the incompatibility?
Thanks!

Code: Select all

[root@hd2 ~]# perl -cw /opt/otrs/bin/cgi-bin/index.pl

/opt/otrs/bin/cgi-bin/index.pl syntax OK

[root@hd2 ~]# perl -cw /opt/otrs/bin/cgi-bin/customer.pl

/opt/otrs/bin/cgi-bin/customer.pl syntax OK

Code: Select all

perl /opt/otrs/bin/otrs.CheckModules.pl

  o Apache2::Reload..................ok (v0.12)

  o Archive::Tar.....................ok (v2.04)

  o Archive::Zip.....................ok (v1.53)

  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)

  o Crypt::SSLeay....................ok (v0.57)

  o Date::Format.....................ok (v2.22)

  o DBI..............................ok (v1.609)

  o DBD::mysql.......................ok (v4.013)

  o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)

  o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)

  o DBD::Pg..........................ok (v2.15.1)

  o Encode::HanExtra.................ok (v0.23)

  o GD...............................ok (v2.44)

    o GD::Text.......................ok (v0.86)

    o GD::Graph......................ok (v1.44)

  o IO::Socket::SSL..................ok (v1.31)

  o JSON::XS.........................ok (v3.01)

  o List::Util::XS...................ok (v1.21)

  o LWP::UserAgent...................ok (v6.06)

  o Mail::IMAPClient.................ok (v3.35)

    o IO::Socket::SSL................ok (v1.31)

  o ModPerl::Util....................ok (v2.000004)

  o Net::DNS.........................ok (v0.65)

  o Net::LDAP........................ok (v0.40)

  o PDF::API2........................ok (v2.023)

  o Template.........................ok (v2.22)

  o Template::Stash::XS..............ok (undef)

  o Text::CSV_XS.....................ok (v1.16)

  o Time::HiRes......................ok (v1.9721)

  o Time::Piece......................ok (v1.31)

  o XML::Parser......................ok (v2.36)

  o YAML::XS.........................ok (v0.59)

Code: Select all

cpan -a
...
Summary of my perl5 (revision 5 version 10 subversion 1) configuration:
   
  Platform:
    osname=linux, osvers=3.8.13-55.1.5.el6uek.x86_64, archname=x86_64-linux-thread-multi
    uname='linux x86-ol6-builder-06 3.8.13-55.1.5.el6uek.x86_64 #2 smp wed jan 28 17:03:28 pst 2015 x86_64 x86_64 x86_64 gnulinux '
    config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -DDEBUGGING=-g -Dversion=5.10.1 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5 -Dprivlib=/usr/share/perl5 -Darchlib=/usr/lib64/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl -Dvendorarch=/usr/lib64/perl5/vendor_perl -Dinc_version_list=5.10.0 -Darchname=x86_64-linux-thread-multi -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dscriptdir=/usr/bin -Dusesitecustomize'
    hint=recommended, useposix=true, d_sigaction=define
    useithreads=define, usemultiplicity=define
    useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef
    use64bitint=define, use64bitall=define, uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
    optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include'
    ccversion='', gccversion='4.4.7 20120313 (Red Hat 4.4.7-16)', gccosandvers=''
    intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
    ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=8, prototype=define
  Linker and Libraries:
    ld='gcc', ldflags =' -fstack-protector'
    libpth=/usr/local/lib64 /lib64 /usr/lib64
    libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
    perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
    libc=, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version='2.12'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib64/perl5/CORE'
    cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic'

This Bundle has been generated automatically by the autobundle routine in CPAN.pm.

[bcerk]

just a short update, we had to:
- update cpan
- use cpan to update and recompile all perl modules
cpan upgrade /(.*)/

but this could be dangerous, so don't do it without backup.