New Email Ticket issue

[swathi]

Dear Team,

I am trying to creating a new email ticket in "http://localhost/otrs/index.pl". I have mentioned my company mail id. Once i click on submit, getting internal server error.
Please check the attached PDF for more clarification.

Please correct me if i am wrong with configurations.

Thank You,
Swathi.

[reneeb]

Can you Check the otrs systemlog and the webserver error log?

[swathi]

This is the Tomcat Server log.

[Thu Nov 1 10:51:57 2012] -e: Use of uninitialized value in hash element at C:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/Layout.pm line 1440.
[Thu Nov 1 10:51:57 2012] -e: Use of uninitialized value in hash element at C:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/Layout.pm line 1445.
ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Thu Nov 1 10:51:58 2012

Message: SecureMode active!

Traceback (3884):
Module: Kernel::Output::HTML::Layout::Error (v1.381.2.11) Line: 1198
Module: Kernel::System::Web::InterfaceInstaller::Run (v1.6) Line: 124
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_installer_2epl::handler (unknown version) Line: 49
Module: (eval) (v1.34) Line: 204
Module: ModPerl::RegistryCooker::run (v1.34) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.34) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Thu Nov 1 12:51:07 2012

Message: Can't get file from http://otrs.org/product.xml?Product=OTRS-3.1.9: 500 Can't connect to otrs.org:80 (timeout)

Traceback (3884):
Module: Kernel::System::WebUserAgent::Request (v1.5) Line: 135
Module: Kernel::Output::HTML::DashboardProductNotify::Run (v1.11) Line: 74
Module: Kernel::Modules::AgentDashboard::_Element (v1.29) Line: 513
Module: Kernel::Modules::AgentDashboard::Run (v1.29) Line: 350
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

Scalars leaked: 1
Scalars leaked: 1
[Thu Nov 01 16:18:17 2012] [warn] (OS 64)The specified network name is no longer available. : winnt_accept: Asynchronous AcceptEx failed.
[Thu Nov 01 16:18:17 2012] [warn] (OS 64)The specified network name is no longer available. : winnt_accept: Asynchronous AcceptEx failed.
[Thu Nov 01 16:18:17 2012] [warn] (OS 64)The specified network name is no longer available. : winnt_accept: Asynchronous AcceptEx failed.
[Thu Nov 1 16:19:13 2012] -e: Use of uninitialized value in concatenation (.) or string at C:/PROGRA~1/OTRS/OTRS//Kernel/Modules/AgentTicketEmail.pm line 1853.
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
[Thu Nov 01 16:28:04 2012] [error] IO::Socket::INET: connect: timeout\t(in cleanup) Connect failed :IO::Socket::INET: connect: timeout\n at C:/PROGRA~1/OTRS/OTRS//Kernel/System/Email/SMTPTLS.pm line 110\n

[swathi]

OTRS log:

[Thu Nov 1 16:32:14 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][127] IMAPS: Can't connect to imap.gmail.com
[Thu Nov 1 16:42:12 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][127] IMAPS: Can't connect to imap.gmail.com
[Thu Nov 1 16:52:16 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][127] IMAPS: Can't connect to imap.gmail.com
[Thu Nov 1 17:02:19 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][127] IMAPS: Can't connect to imap.gmail.com
[Thu Nov 1 17:04:41 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketEmail;:swathi_vinjam)
[Thu Nov 1 17:04:43 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketEmail;Subaction=Signature;QueueID=0;:swathi_vinjam)
[Thu Nov 1 17:05:54 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketSearch;Subaction=OpenSearchDescriptionTicketNumber;:swathi_vinjam)
[Thu Nov 1 17:05:54 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketSearch;Subaction=OpenSearchDescriptionFulltext;:swathi_vinjam)

[jojo]

ask your firewall admin to open the ports needed to connect gmail imap service

[swathi]

Ok.. But i need to configure for my company mail id.

Can you please suggest me, what is FQDN in installer.pl. Do I need to give my company id host name and all in installer.pl?
If so, I gave my company id host name all but i am not getting notifications from OTRS.

Please help me.

Thank You,
Regards,
Swathi.