IMAP Woes (Need help badly)

[bobvilla23]

Morning,

Having a lot of trouble getting IMAP mail retrieval working with OTRS. Started out with a Windows 2008 R2 x64 box running OTRS 3.05. App was working perfect with the exception that mail could not be consistently retrieved from my IMAP accounts. To rule Windows out I put it now on the following:

- Provisioned VM using vsphere
- OpenSuSE 11.3x
- OTRS 3.05 SuSE 11 RPM installation
- OTRS ITSM installed

Here is the following output of a perl otrs.PostMasterMailbox.pl -f 1 -d 1 command with NO mail items in the IMAP queue:

Code: Select all

NOTICE: PostMasterMailbox.pl is already running but is starting again!
[.../System/MailAccount/IMAP.pm line 49 in sub new] waiting for socket ready
[.../System/MailAccount/IMAP.pm line 49 in sub new] looking for greeting
[.../System/MailAccount/IMAP.pm line 49 in sub new] got a greeting: * OK [CAPABILITY IMAP4rev1 AUTH=PLAIN AUTH=XGWTRUSTEDAPP UNSELECT XGWEXTENSIONS] GroupWise Server Ready\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 0 LOGIN otrs "password"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 214 in sub _process_cmd] 0 OK LOGIN completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 0 OK LOGIN completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 1 SELECT "INBOX"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDVALIDITY 1295556465]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDVALIDITY 1295556465]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDNEXT 8]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDNEXT 8]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [PERMANENTFLAGS (\Answered \Flagged \Deleted \Draft \Seen \*)]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [PERMANENTFLAGS (\Answered \Flagged \Deleted \Draft \Seen \*)]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] 1 OK [READ-WRITE] SELECT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 1 OK [READ-WRITE] SELECT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 2 SELECT "INBOX"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDVALIDITY 1295556465]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDVALIDITY 1295556465]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDNEXT 8]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDNEXT 8]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [PERMANENTFLAGS (\Answered \Flagged \Deleted \Draft \Seen \*)]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [PERMANENTFLAGS (\Answered \Flagged \Deleted \Draft \Seen \*)]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] 2 OK [READ-WRITE] SELECT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 2 OK [READ-WRITE] SELECT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 3 EXPUNGE\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 909 in sub _process_cmd] 3 OK EXPUNGE completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 3 OK EXPUNGE completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 714 in sub _send_cmd] 4 EXPUNGE\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 5 LOGOUT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 716 in sub _process_cmd] 4 OK EXPUNGE completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 4 OK EXPUNGE completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1036 in sub _seterrstr] warning unknown return string (id=5): 4 OK EXPUNGE completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 716 in sub _process_cmd] * BYE IMAP4rev1 Server Disconnect\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * BYE IMAP4rev1 Server Disconnect\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 716 in sub _process_cmd] 5 OK LOGOUT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 5 OK LOGOUT completed\r\n
IMAP: Connection to xxx.xxx.xxx.xxx closed.

Now - I send a single e-mail to the otrs account and try again with perl otrs.PostMasterMailbox.pl -f 1 -d 1 piped to a file:

Code: Select all

NOTICE: PostMasterMailbox.pl is already running but is starting again!
[.../System/MailAccount/IMAP.pm line 49 in sub new] waiting for socket ready
[.../System/MailAccount/IMAP.pm line 49 in sub new] looking for greeting
[.../System/MailAccount/IMAP.pm line 49 in sub new] got a greeting: * OK [CAPABILITY IMAP4rev1 AUTH=PLAIN AUTH=XGWTRUSTEDAPP UNSELECT XGWEXTENSIONS] GroupWise Server Ready\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 0 LOGIN otrs "password"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 214 in sub _process_cmd] 0 OK LOGIN completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 0 OK LOGIN completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 1 SELECT "INBOX"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 2 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 2 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UNSEEN 2]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UNSEEN 2]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDVALIDITY 1295556465]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDVALIDITY 1295556465]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDNEXT 10]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDNEXT 10]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [PERMANENTFLAGS (\Answered \Flagged \Deleted \Draft \Seen \*)]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [PERMANENTFLAGS (\Answered \Flagged \Deleted \Draft \Seen \*)]\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] 1 OK [READ-WRITE] SELECT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 1 OK [READ-WRITE] SELECT completed\r\n
IMAP: Message 1/2 (otrs/xxx.xxx.xxx.xxx)
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 2 FETCH 1 RFC822.SIZE\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 512 in sub _process_cmd] * 1 FETCH (RFC822.SIZE 474)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 1 FETCH (RFC822.SIZE 474)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 512 in sub _process_cmd] 2 OK FETCH completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 2 OK FETCH completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 3 FETCH 1 RFC822\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 616 in sub _process_cmd] * 1 FETCH (RFC822 {474}\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [0] Mime-Version: 1.0\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [1] X-Mailer: GroupWise 7.0.4 \r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [2] Subject: Time 0936\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [3] Date: Mon, 24 Jan 2011 09:36:48 -0500\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [4] Message-ID: <4D3D483B.BC30.0039.0@domain.com>\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [5] From: "user" <user@domain.com>\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [6] To: otrs <otrs@domain.com>\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [7] Content-Type: text/plain; charset=iso-8859-1\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [8] Content-Transfer-Encoding: quoted-printable\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [9] Content-Disposition: inline\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [10] \r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_mult

The command hangs until I break out. Same happens with 2 e-mails, etc. I can connect with these settings with Outlook or Thunderbird and see the mail there. Have gone through all the lists and forums I could but nothing seems to pertain to IMAP just hanging like this. Additionally, my cron jobs now do not appear to be running. Getting a bit frustrating.

Just looking for a bit of a shove in the right direction.

Thanks,

bv23

[bobvilla23]

Also from the otrs.log:

Code: Select all

[Mon Jan 24 09:43:30 2011][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (xxx.domain/5505)!
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetMessageBody][513] It's a plain (not mime) email!
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][403] Got charset from email body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetReturnContentType][455] Changed ContentType from 'text/plain; charset=iso-8859-1' to 'text/plain; charset=utf-8'.
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Notice][Kernel::System::Cache::Get] Get cached Key:ArticleSenderTypeLookup::customer!
[Mon Jan 24 09:43:30 2011][Notice][Kernel::System::Cache::Get] Get cached Key:ArticleTypeLookup::email-external!
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetCharset][363] Got charset from mime body: iso-8859-1
[Mon Jan 24 09:43:30 2011][Debug][Kernel::System::EmailParser::GetReturnContentType][455] Changed ContentType from 'text/plain; charset=iso-8859-1' to 'text/plain; charset=utf-8'.
[Mon Jan 24 09:43:30 2011][Notice][Kernel::System::Cache::Get] Get cached Key:QueueLookupName::5!

Stops there and no ticket creation.

[bobvilla23]

Changed to a Linux IMAP server (running IMAPS only), just to rule out incompatibility with the GroupWise IA IMAP server:

Code: Select all

NOTICE: PostMasterMailbox.pl is already running but is starting again!
[...System/MailAccount/IMAPS.pm line 49 in sub new] waiting for socket ready
[...System/MailAccount/IMAPS.pm line 49 in sub new] looking for greeting
[...System/MailAccount/IMAPS.pm line 49 in sub new] got a greeting: * OK [CAPABILITY IMAP4REV1 LITERAL+ SASL-IR LOGIN-REFERRALS AUTH=PLAIN AUTH=LOGIN] xxx.domain.com IMAP4rev1 2004.357 at Mon, 24 Jan 2011 10:22:50 -0500 (EST)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 0 LOGIN otrs "0trs511"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 214 in sub _process_cmd] 0 OK [CAPABILITY IMAP4REV1 LITERAL+ IDLE NAMESPACE MAILBOX-REFERRALS BINARY UNSELECT SCAN SORT THREAD=REFERENCES THREAD=ORDEREDSUBJECT MULTIAPPEND] User otrs authenticated\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 0 OK [CAPABILITY IMAP4REV1 LITERAL+ IDLE NAMESPACE MAILBOX-REFERRALS BINARY UNSELECT SCAN SORT THREAD=REFERENCES THREAD=ORDEREDSUBJECT MULTIAPPEND] User otrs authenticated\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 1 SELECT "INBOX"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 1 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 1 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDVALIDITY 1295556052] UID validity status\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDVALIDITY 1295556052] UID validity status\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UIDNEXT 4] Predicted next UID\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UIDNEXT 4] Predicted next UID\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * FLAGS (\Answered \Flagged \Deleted \Draft \Seen)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [PERMANENTFLAGS (\* \Answered \Flagged \Deleted \Draft \Seen)] Permanent flags\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [PERMANENTFLAGS (\* \Answered \Flagged \Deleted \Draft \Seen)] Permanent flags\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] * OK [UNSEEN 1] first unseen message in /var/spool/mail/otrs\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * OK [UNSEEN 1] first unseen message in /var/spool/mail/otrs\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 349 in sub _process_cmd] 1 OK [READ-WRITE] SELECT completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 1 OK [READ-WRITE] SELECT completed\r\n
IMAPS: Message 1/1 (otrs/server.domain.com)
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 2 FETCH 1 RFC822.SIZE\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 512 in sub _process_cmd] * 1 FETCH (RFC822.SIZE 891)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] * 1 FETCH (RFC822.SIZE 891)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 512 in sub _process_cmd] 2 OK FETCH completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1084 in sub _cmd_ok] 2 OK FETCH completed\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1064 in sub _send_cmd] 3 FETCH 1 RFC822\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 616 in sub _process_cmd] * 1 FETCH (RFC822 {891}\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [0] Return-Path: <xxx@domain.com>\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [1] X-Original-To: otrs@domain.com\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [2] Delivered-To: otrs@domain.com\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [3] Received: from domain.com (domain.com [xxx.xxx.xxx.xxx])\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline] [4] 	by domain.com (Postfix) with ESMTP id 852C21AD8FB\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1078 in sub _read_multiline]

Sits there and doesn't return out.

In the OTRS log, it stalls around:

Code: Select all

 [Mon Jan 24 09:43:30 2011][Notice][Kernel::System::Cache::Get] Get cached Key:QueueLookupID::Raw!
 [Mon Jan 24 09:43:30 2011][Notice][Kernel::System::Cache::Get] Get cached Key:QueueLookupName::2!

[bobvilla23]

With respect to the cron jobs seemingly not running - I did a crontab -l -u otrs and all of the stuff from /opt/otrs/var/cron seem to be in there... I have the postmastermailbox setup to run every minute and dump to a file (even with -d 1). But that file is not being created... so I can only assume it is not running?

[bobvilla23]

With OpenSuSE 11.3, for service accounts you need to edit /etc/shadow and make sure "otrs:!:14421:0:99999:7:::" is changed to "otrs:*:14421:0:99999:7:::". I guess service accounts in 11.3 need *. So the cron jobs are running but still stalling with the IMAP component..

[bobvilla23]

I think I've tracked it down to the fact I had 2 LDAP sources and it might be stalling out with a sizelimit exceeded? I removed them and went back to DB backend and the mails come in immediately.

I have a filter for user objects as well as I changed the max count from 200 to 10000 and then to a lower number. And nada...

[crythias]

I'm not entirely certain that ldap/db makes any difference to retrieving email, though it may have something to do with categorizing a ticket to a customer if it's trying to look up a customerID and is unable to do so via ldap.

So, maybe while it's trying to choose a username and customerID for the incoming tickets ... it can't do it because of bad ldap.