MailAccount Fetch fails

[pradeepspa]

Hello Folks,

I have installed OTRS-5 months ago having no issues. Recently we are experiencing delay in receiving tickets. When I looked into it, I see "mailaccount-fetch" doesn't process sometime.

[otrs@otrs ~]$ bash otrs-summary.sh
Gathering all daemons summary...

Tasks to be executed in future:
There are currently no tasks to be executed in future

Recurrent cron tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
CoreCacheCleanup 2017-09-17 00:20:00 Success 6.0 Second(s) 2017-09-24 00:20:00
EscalationCheck 2017-09-19 12:30:00 Success < 1 Second 2017-09-19 12:35:00
GenerateDashboardStats 2017-09-19 12:05:00 Success < 1 Second 2017-09-19 13:05:00
LoaderCacheDelete 2017-09-17 00:30:00 Success < 1 Second 2017-09-24 00:30:00
MailAccountFetch 2017-09-19 12:27:00 Success 32.0 Second(s) 2017-09-19 12:33:00
OTRSBusinessAvailabilityCheck 2017-09-19 12:15:00 Success < 1 Second 2017-09-19 12:35:00
OTRSBusinessEntitlementCheck 2017-09-19 12:25:00 Success < 1 Second 2017-09-19 12:45:00
RegistrationUpdateSend 2017-09-19 12:30:00 Success < 1 Second 2017-09-19 13:30:00
RenewCustomerSMIMECertificates 2017-09-19 02:02:00 Success < 1 Second 2017-09-20 02:02:00
SessionDeleteExpired 2017-09-19 10:55:00 Success < 1 Second 2017-09-19 12:55:00
SpoolMailsReprocess 2017-09-19 00:10:00 Success < 1 Second 2017-09-20 00:10:00
SupportDataCollectAsynchronous 2017-09-19 12:01:00 Success 1.0 Second(s) 2017-09-19 13:01:00
TicketAcceleratorRebuild 2017-09-19 01:01:00 Success 1.0 Second(s) 2017-09-20 01:01:00
TicketPendingCheck 2017-09-19 10:45:00 Success 1.0 Second(s) 2017-09-19 12:45:00
TicketUnlockTimeout 2017-09-19 11:35:00 Success < 1 Second 2017-09-19 12:35:00

Recurrent generic agent tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
Auto close Newpoint Traps 2017-09-19 12:20:00 Success < 1 Second 2017-09-19 13:20:00
Autoclose OSPF Counter tickets 2017-09-19 12:30:00 Success < 1 Second 2017-09-19 12:40:00
Close Monit tickets 2017-09-19 12:30:00 Success < 1 Second 2017-09-19 12:40:00
Move from Postmaster queue 2017-09-19 12:30:00 Success < 1 Second 2017-09-19 12:40:00
NOC ticket unlocker 2017-09-19 07:20:00 Success < 1 Second 2017-09-19 19:20:00
NPU 2017-09-19 12:30:00 Success < 1 Second 2017-09-19 12:40:00
Pending Killer 2017-09-19 12:30:00 Success 1.0 Second(s) 2017-09-19 12:40:00

Unhandled Worker Tasks:
There are currently no tasks waiting to be executed

Handled Worker Tasks:
NAME TYPE NID PID DURATION
MailAccountFetch Cron 001 00025067 3.3 Minute(s)

Right now it shows 3.3 mionutes but I have seen it in hours too. Only way to fix this is restart the otrs daemon and kill the mailfetch process. Any guide to see what causing this ? Any help would be great.

[pradeepspa]

Anyone to guide me in this issue?

[wurzel]

Hi,

you should have a look in your server logs (syslog + apache error log)

Delays (timeouts) do often happen with incorrect DNS settings or misconfigured clusters

Florian

[pradeepspa]

THanks for responding. Is there a place I can enable debug log in OTRS?

Also I have disabled the "SchedulerCronTaskManager::Task###FetchMail" from cronjob since I have seen its flushing the emails from the account and allowing to process as a tickets. Whats is the difference in "fetchmail" and "MAilAccountFetch" processes?