Email issue following upgrade

[mcollis]

I tried upgrading our live copy of OTRS from 3-0-10 to 3-1-1
Follwing this I started getting an error where the system could not send emails at all.
I even tried changing our mail server details to the IP address of the server instead of the DNS name and this made no difference.
SMTP settings are confirmed to be in use and file permissions are set correctly.

I reverted back to 3-0-10 and everything began working just as before with emails being sent/received with no problems at all.

The error I was getting is:

Code: Select all

[Sat Apr 20 12:10:06 2013][Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAP: Fetched 1 email(s) from itsupport@*****/mail-server.domain.com.
[Sat Apr 20 12:14:54 2013][Error][Kernel::System::Email::SMTP::Send][117] Can't connect to mail-server.domain.com: Bad file descriptor!
[Sat Apr 20 12:14:54 2013][Info][Kernel::System::Email::Send] Error sending message
[Sat Apr 20 12:14:54 2013][Error][Kernel::System::Ticket::Article::ArticleSend][2180] Impossible to send message to: email@address.com, .
[Sat Apr 20 12:20:02 2013][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Set Claimed new tickets to open' from db.
[Sat Apr 20 12:20:02 2013][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Set unclaimed status to open for claimed tickets' from db.
[Sat Apr 20 12:20:44 2013][Error][Kernel::System::Email::SMTP::Send][117] Can't connect to <ip.address>: Bad file descriptor!
[Sat Apr 20 12:20:44 2013][Info][Kernel::System::Email::Send] Error sending message
[Sat Apr 20 12:20:44 2013][Error][Kernel::System::Ticket::Article::ArticleSend][2180] Impossible to send message to: email@address.com, .
[Sat Apr 20 12:28:40 2013][Error][Kernel::System::Email::SMTP::Send][117] Can't connect to mail-server.domain.com: Bad file descriptor!
[Sat Apr 20 12:28:40 2013][Info][Kernel::System::Email::Send] Error sending message

Is there any suggestion as to a cause/fix?
I want to upgrade to 3-2-XX eventually however errors like this are causing some concern as I dont want to leave the system in a state of limbo where agents cannot log tickets and emails cannot be sent.

My Enviroment (although in signature) is the following:
Windows Server2003
Apache running on port 9080

[crythias]

why 3.1.1? If you're upgrading, you should go to 3.1.latest.

[mcollis]

my intention was to go to 3.1.1 then straight to 3.2.latest as I know that there are a number of database changes between 3.0.10 and 3.1.1 then again to 3.2
Would 3.1.latest have any improvements on the upgrade process?

[crythias]

Would 3.1.latest have any improvements on the upgrade process?

I would say almost certainly, though I'm pulling this answer out of the air. The basis for my answer, though, is that 3.1.latest is
a) a legitimate upgrade path from 3.0.x, and
b) 3.1.latest has all bug fixes applied so any issue in 3.1.1 probably has been addressed.

Nonetheless, this particular issue appears to be related to the mail connector of your Exchange Server.

Likely, it's something to do with SMTPS versus SMTP

[mcollis]

Nonetheless, this particular issue appears to be related to the mail connector of your Exchange Server.

Likely, it's something to do with SMTPS versus SMTP

The issue here, is that the SMTP connector is working fine, like i said when I reverted back to 3.0.10 the problems with sending emails cleared itself.

I do remember setting the FQDN of the server somewhere in one of the SMTP files however i cannot remember which file I set this in.
I remember I had to over-ride the default as the SMTP connector would not parse the full FQDN as we are using a custom port.

[crythias]

I remember I had to over-ride the default as the SMTP connector would not parse the full FQDN as we are using a custom port.

Check for SendmailModule::Port in SysConfig or Config.pm

[mcollis]

Found the file I had to ammend:
When using a custom port for OTRS (especially if port 80 is already in use).

Then you may need to change SMTP.pm
this can be found in:
otrs > kernal > system >email

edit the FQDN somewhere around line 45 to be as follows:

Code: Select all

    # get config data
#    $Self->{FQDN}     = $Self->{ConfigObject}->Get('FQDN');
    $Self->{FQDN}     = 'server.fqdn.no.port';
    $Self->{MailHost} = $Self->{ConfigObject}->Get('SendmailModule::Host')
        || die "No SendmailModule::Host found in Kernel/Config.pm";
    $Self->{SMTPPort} = $Self->{ConfigObject}->Get('SendmailModule::Port') || 'smtp(25)';
    $Self->{User}     = $Self->{ConfigObject}->Get('SendmailModule::AuthUser');
    $Self->{Password} = $Self->{ConfigObject}->Get('SendmailModule::AuthPassword');
    return $Self;

This hard codes the SMTP connector to expect the reply from the mail server to be something along the lines of: Hello server.fqdn.no.port

I'll test this to check if it cures the problem.