Error message from cron when ever emails are picked up

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ZimboKraut
Znuny newbie
Posts: 9
Joined: 25 Nov 2013, 15:58
Znuny Version: 3.3.1
Real Name: Marc-O. Kalis
Company: Kalis Communications Consulting

Error message from cron when ever emails are picked up

Post by ZimboKraut »

Hello everyone,

I have run into a peculiar issue.

In our setup members of the team send emails to otrs and this then takes and places them (by using the GenericAgent) into their respective queues.
The idea is to track the little tasks that come in via email, phone, and/or satr (shout across the room).

While the sorting works fine and emails are being picked up, whenever an email is picked up (mailbox is checked every 10min) I get an email from cron with the following contents:

Code: Select all

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.4) Line: 1201
   Module: Kernel::System::Ticket::HistoryAdd (OTRS 3.3.4) Line: 5080
   Module: Kernel::System::Ticket::TicketCreate (OTRS 3.3.4) Line: 525
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 189
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.4) Line: 1201
   Module: Kernel::System::Ticket::TicketQueueID (OTRS 3.3.4) Line: 1646
   Module: Kernel::System::Ticket::HistoryAdd (OTRS 3.3.4) Line: 5074
   Module: Kernel::System::Ticket::TicketCustomerSet (OTRS 3.3.4) Line: 3004
   Module: Kernel::System::Ticket::TicketCreate (OTRS 3.3.4) Line: 557
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 189
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.4) Line: 1201
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.4) Line: 165
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 374
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.4) Line: 1201
   Module: Kernel::System::Ticket::TicketQueueID (OTRS 3.3.4) Line: 1646
   Module: Kernel::System::Ticket::HistoryAdd (OTRS 3.3.4) Line: 5074
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.4) Line: 338
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 374
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203.
ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.4) Line: 1201
   Module: Kernel::System::Ticket::Event::TriggerEscalationStopEvents::Run (OTRS 3.3.4) Line: 51
   Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.4) Line: 252
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.4) Line: 347
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 374
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203.
ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::Article::ArticleGet (OTRS 3.3.4) Line: 1686
   Module: Kernel::System::Ticket::Article::ArticleFlagSet (OTRS 3.3.4) Line: 2977
   Module: Kernel::System::Ticket::Event::TicketNewMessageUpdate::Run (OTRS 3.3.4) Line: 62
   Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.4) Line: 252
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.4) Line: 347
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 374
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::Article::ArticleGet (OTRS 3.3.4) Line: 1686
   Module: Kernel::System::Ticket::Article::ArticleLastCustomerArticle (OTRS 3.3.4) Line: 1080
   Module: Kernel::System::TemplateGenerator::NotificationAgent (OTRS 3.3.4) Line: 807
   Module: Kernel::System::Ticket::Article::SendAgentNotification (OTRS 3.3.4) Line: 2273
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.4) Line: 474
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 374
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.4) Line: 1201
   Module: Kernel::System::TemplateGenerator::_Replace (OTRS 3.3.4) Line: 1044
   Module: Kernel::System::TemplateGenerator::NotificationAgent (OTRS 3.3.4) Line: 875
   Module: Kernel::System::Ticket::Article::SendAgentNotification (OTRS 3.3.4) Line: 2273
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.4) Line: 474
   Module: Kernel::System::PostMaster::NewTicket::Run (OTRS 3.3.4) Line: 374
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 388
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90

ERROR: OTRS-otrs.PostMasterMailbox.pl-63 Perl: 5.10.1 OS: linux Time: Fri Feb 28 07:40:03 2014

 Message: Need UserLogin or UserID!

 Traceback (23356): 
   Module: Kernel::System::User::UserLookup (OTRS 3.3.4) Line: 806
   Module: Kernel::System::Ticket::Article::ArticleGet (OTRS 3.3.4) Line: 1686
   Module: Kernel::System::PostMaster::Filter::FollowUpArticleTypeCheck::Run (OTRS 3.3.4) Line: 44
   Module: Kernel::System::PostMaster::Run (OTRS 3.3.4) Line: 424
   Module: Kernel::System::MailAccount::IMAP::_Fetch (OTRS 3.3.4) Line: 203
   Module: Kernel::System::MailAccount::IMAP::Fetch (OTRS 3.3.4) Line: 77
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.4) Line: 427
   Module: main::Fetch (unknown version) Line: 177
   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (unknown version) Line: 90
I am confused about the "Need UserLogin or UserID, as the emails are being picked up and then processed quite happily

As I am still quite new to otrs, could someone point me in the right direction?

thnx
Last edited by crythias on 03 Mar 2014, 14:22, edited 1 time in total.
Reason: [code] tags to reduce eye fatigue.
OTRS 3.3.4 on RedHat Enterprise Linux (RHEL) 6.3 kernel 2.6.32 x86_64 using MysqlD Ver 5.1.61
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crythias
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Re: Error message from cron when ever emails are picked up

Post by crythias »

Did you disable root@localhost?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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ZimboKraut
Znuny newbie
Posts: 9
Joined: 25 Nov 2013, 15:58
Znuny Version: 3.3.1
Real Name: Marc-O. Kalis
Company: Kalis Communications Consulting

Re: Error message from cron when ever emails are picked up

Post by ZimboKraut »

Do You mean the root account (/etc/passwd) or the root forwarder in the /etc/aliases file?
OTRS 3.3.4 on RedHat Enterprise Linux (RHEL) 6.3 kernel 2.6.32 x86_64 using MysqlD Ver 5.1.61
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crythias
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Re: Error message from cron when ever emails are picked up

Post by crythias »

The agent within otrs
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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ZimboKraut
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Joined: 25 Nov 2013, 15:58
Znuny Version: 3.3.1
Real Name: Marc-O. Kalis
Company: Kalis Communications Consulting

Re: Error message from cron when ever emails are picked up

Post by ZimboKraut »

No, it's still active.
should I disable it?
OTRS 3.3.4 on RedHat Enterprise Linux (RHEL) 6.3 kernel 2.6.32 x86_64 using MysqlD Ver 5.1.61
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Re: Error message from cron when ever emails are picked up

Post by crythias »

No.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Error message from cron when ever emails are picked up

Post by crythias »

It appears your emails are coming from people not in your database.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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ZimboKraut
Znuny newbie
Posts: 9
Joined: 25 Nov 2013, 15:58
Znuny Version: 3.3.1
Real Name: Marc-O. Kalis
Company: Kalis Communications Consulting

Re: Error message from cron when ever emails are picked up

Post by ZimboKraut »

Do you mean, I have to define the senders explicetly as customers?

The senders of emails in our scenario are typically agents.
Occasionally it happens that someone has our "nettracker" address on see due to a "reply to all"
I have defined a separate filter to catch those emails and place them into the junk queue

We do not have customers.
So if I understand you correctly, the system "wants" customers to be defined as well. currently there are non defined, as I did not see the need.
But obviously, if the systems is expecting the senders to be customers.....

thnx
OTRS 3.3.4 on RedHat Enterprise Linux (RHEL) 6.3 kernel 2.6.32 x86_64 using MysqlD Ver 5.1.61
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ZimboKraut
Znuny newbie
Posts: 9
Joined: 25 Nov 2013, 15:58
Znuny Version: 3.3.1
Real Name: Marc-O. Kalis
Company: Kalis Communications Consulting

Re: Error message from cron when ever emails are picked up

Post by ZimboKraut »

Hi there,
I have created the Customers, but whenever an email is picked up by otrs (checking every ten minutes), I receive an email (besides the confirmation that the ticket was received and sorted into the relevant queue) stating "Message: Need UserLogin or UserID!" (as stated in my initial post) :(

Has anyone got an idea what the reason for this could be?

thnx
OTRS 3.3.4 on RedHat Enterprise Linux (RHEL) 6.3 kernel 2.6.32 x86_64 using MysqlD Ver 5.1.61
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crythias
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Re: Error message from cron when ever emails are picked up

Post by crythias »

Did you change the value of:
Edit Config Settings in Ticket -> Core::PostMaster
PostmasterUserID
?
It should be
1
or the ID of an agent that has admin access.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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ZimboKraut
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Company: Kalis Communications Consulting

Re: Error message from cron when ever emails are picked up

Post by ZimboKraut »

Well it still is at the default value of "1", allthough I am not using the postmaster login (although it has NOT been deactivated).
Should I change it to my own UID, as I am using my own account as admin.
Saying that unless I am mistaken, this would cause more harm than good.

thnx
OTRS 3.3.4 on RedHat Enterprise Linux (RHEL) 6.3 kernel 2.6.32 x86_64 using MysqlD Ver 5.1.61
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