OTRS 3.2.9 problem with fetching mail

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zenekas
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OTRS 3.2.9 problem with fetching mail

Post by zenekas »

Hi all,
After installed vmware tool on my FreeBSD server i notice my otrs not fetched mails. I probably installed bad version perl 5.16.3 when i installed vmware tools . Before installation i have 5.14.2 perl version. OTRS working now but all mails I must fetching manually.

In log /var/log/httpd-error.log i have this error

Code: Select all

[Tue Jul 15 17:31:00 2014] -e: Use of uninitialized value in division (/) at /usr/local/otrs//Kernel/System/MailAccount/IMAPS.pm line 159.
ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: freebsd Time: Tue Jul 15 17:31:00 2014

 Message: IMAPS: Can't process mail, email no 6 is empty!

 RemoteAddress: xxx.xxx.xxx.xxx
 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=3;ChallengeToken=6c3b9b16bed1471d8c731b2f395db3a8;

 Traceback (2196):
   Module: Kernel::System::MailAccount::IMAPS::_Fetch (OTRS 3.2.9) Line: 193
   Module: Kernel::System::MailAccount::IMAPS::Fetch (OTRS 3.2.9) Line: 76
   Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.2.9) Line: 419
   Module: Kernel::Modules::AdminMailAccount::Run (OTRS 3.2.9) Line: 64
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.9) Line: 863
   Module: ModPerl::ROOT::ModPerl::Registry::usr_local_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
   Module: (eval) (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Tue Jul 15 17:35:05 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:05 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:07 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:11 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:15 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:18 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:21 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:32 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:35:57 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:37:06 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 17:37:45 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 18:05:30 2014] [error] [client 10.58.0.23] File does not exist: /usr/local/www/apache22/data/favicon.ico
[Tue Jul 15 18:05:30 2014] [error] [client 10.58.0.23] File does not exist: /usr/local/www/apache22/data/favicon.ico
[Tue Jul 15 19:34:49 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 19:35:07 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 19:35:13 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 15 20:05:07 2014] [notice] caught SIGTERM, shutting down
[Tue Jul 15 20:08:08 2014] Config.pm: Useless use of hash element in void context at /usr/local/otrs//Kernel/Config.pm line 110.
[Tue Jul 15 20:08:14 2014] [warn] Init: Session Cache is not configured [hint: SSLSessionCache]
[Tue Jul 15 20:08:15 2014] Config.pm: Useless use of hash element in void context at /usr/local/otrs//Kernel/Config.pm line 110.
[Tue Jul 15 20:08:17 2014] [notice] Digest: generating secret for digest authentication ...
[Tue Jul 15 20:08:17 2014] [notice] Digest: done
[Tue Jul 15 20:08:17 2014] [notice] Apache/2.2.25 (FreeBSD) mod_ssl/2.2.25 OpenSSL/0.9.8x DAV/2 mod_perl/2.0.8 Perl/v5.14.2 configured -- resuming normal operations
I checked ./otrs.CheckModules.pl and a lot of modules are not installed.

My freeBSD version is 9.1 release.

Have you got any ideas?
Thanks,
Raf.
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reneeb
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Re: OTRS 3.2.9 problem with fetching mail

Post by reneeb »

First of all, you should install the missing modules (at least the required ones). Then check if it works then...
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

OK, now all modules are installed but i can't start apache.

/var/log/httpd.error.log

Code: Select all

[Thu Jul 17 08:59:14 2014] [error] Can't load Perl file: /usr/local/otrs/scripts/apache2-perl-startup.pl for server otrs.local:80, exiting...
[Thu Jul 17 09:02:08 2014] Config.pm: Useless use of hash element in void context at /usr/local/otrs//Kernel/Config.pm line 110.
[Thu Jul 17 09:02:08 2014] [error] Can't locate IO/Interactive.pm in @INC (@INC contains: /usr/local/Custom /usr/local/Kernel/cpan-lib /usr/local /usr/local/otrs/Custom /usr/local/otrs/Kernel/cpan-lib /usr/local/otrs/ /usr/local/lib/perl5/5.16/BSDPAN /usr/local/lib/perl5/site_perl/5.16/mach /usr/local/lib/perl5/site_perl/5.16 /usr/local/lib/perl5/5.16/mach /usr/local/lib/perl5/5.16 .) at /usr/local/otrs//Kernel/System/Encode.pm line 17.\nBEGIN failed--compilation aborted at /usr/local/otrs//Kernel/System/Encode.pm line 17.\nCompilation failed in require at /usr/local/otrs//Kernel/System/Log.pm line 15.\nBEGIN failed--compilation aborted at /usr/local/otrs//Kernel/System/Log.pm line 15.\nCompilation failed in require at /usr/local/otrs//Kernel/System/Web/InterfaceAgent.pm line 18.\nBEGIN failed--compilation aborted at /usr/local/otrs//Kernel/System/Web/InterfaceAgent.pm line 18.\nCompilation failed in require at /usr/local/otrs/scripts/apache2-perl-startup.pl line 69.\nBEGIN failed--compilation aborted at /usr/local/otrs/scripts/apache2-perl-startup.pl line 69.\nCompilation failed in require at (eval 4) line 1.\n
[Thu Jul 17 09:02:08 2014] [error] Can't load Perl file: /usr/local/otrs/scripts/apache2-perl-startup.pl for server otrs.local:80, exiting...
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Re: OTRS 3.2.9 problem with fetching mail

Post by reneeb »

First step: resolve

Code: Select all

Config.pm: Useless use of hash element in void context at /usr/local/otrs//Kernel/Config.pm line 110.
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Re: OTRS 3.2.9 problem with fetching mail

Post by reneeb »

Did you upgrade the OTRS? I wonder why /usr/local/Kernel/cpan-lib/IO/Interactive.pm is not found. That module should be shipped with OTRS. How did you install OTRS? Does the webserver has permissions to read that file?

As a "workaround" you could install IO::Interactive
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

I upgraded perl to version 5.16.3 and this was my fault...
i installed missing modules using the command:

Code: Select all

sudo cpan `/opt/otrs/bin/otrs.CheckModules.pl | grep 'Not installed' | sed 's/^ *o //;s/\.\.\..*//' | tr '\n' ' '`
I not upgrade OTRS.
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Re: OTRS 3.2.9 problem with fetching mail

Post by reneeb »

IO::Interactive is shipped with OTRS, hence my question how you installed OTRS... Maybe the distribution doesn't ship with this module.
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

My friend installed otrs on FreeBSD 9.1 release.
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Re: OTRS 3.2.9 problem with fetching mail

Post by crythias »

Message: IMAPS: Can't process mail, email no 6 is empty!

it means you are competing with something else that has simultaneously retrieved and deleted the message.
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

Now i have only two errors in /var/log/httpd-error.log

Code: Select all

[Tue Jul 29 18:08:38 2014] ZZZAAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Tue Jul 29 18:08:38 2014] ZZZAuto.pm: Subroutine Load redefined at /usr/local/otrs/Kernel/Config/Files/ZZZAuto.pm line 7.
Any ideas
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Re: OTRS 3.2.9 problem with fetching mail

Post by wurzel »

Hi,

is OTRS working fine? Ignore the message :)

Flo
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

Still not fetching email :(
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Re: OTRS 3.2.9 problem with fetching mail

Post by wurzel »

Hi,

still no information on your cron jobs. ;)

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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

Hi,
This is my cron jobs:

Code: Select all

 crontab -l
*/10 * * * *    /usr/local/otrs/bin/otrs.PostMasterMailbox.pl -f 1 >> /var/log/otrs-postmaster ; date >> /var/log/otrs-postmaster # /dev/null
And this is example log from /var/log/cron

Code: Select all

 )
Aug  1 09:33:00  Server name /usr/sbin/cron[18297]: (operator) CMD (/usr/libexec/save-entropy)
Aug  1 09:35:00 Server name /usr/sbin/cron[18310]: (root) CMD (/usr/libexec/atrun)
Aug  1 09:35:00 Server name /usr/sbin/cron[18311]: (otrs) CMD ($HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null)
Aug  1 09:40:00 Server name /usr/sbin/cron[18321]: (root) CMD (/usr/libexec/atrun)
Aug  1 09:40:00 Server name /usr/sbin/cron[18322]: (otrs) CMD ($HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null)
Aug  1 09:40:00 Server name /usr/sbin/cron[18323]: (otrs) CMD ($HOME/bin/otrs.GenericAgent.pl >> /dev/null)
Aug  1 09:40:00 Server name /usr/sbin/cron[18324]: (root) CMD (/usr/local/otrs/bin/otrs.PostMasterMailbox.pl -f 1 >> /var/log/otrs-postmaster ; date >> /var/log/otrs-postmaster # /dev/null )
Aug  1 09:44:00 Server name /usr/sbin/cron[18341]: (operator) CMD (/usr/libexec/save-entropy)
Aug  1 09:45:00 Server name /usr/sbin/cron[18353]: (root) CMD (/usr/libexec/atrun)
Aug  1 09:50:00 Server name /usr/sbin/cron[18357]: (root) CMD (/usr/libexec/atrun)
Aug  1 09:50:00 Server name /usr/sbin/cron[18358]: (otrs) CMD ($HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null)
Aug  1 09:50:00 Server name /usr/sbin/cron[18359]: (root) CMD (/usr/local/otrs/bin/otrs.PostMasterMailbox.pl -f 1 >> /var/log/otrs-postmaster ; date >> /var/log/otrs-postmaster # /dev/null )
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Re: OTRS 3.2.9 problem with fetching mail

Post by reneeb »

And what's in the OTRS log (not httpd-error log)?
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

In /var/log i have only otrs-postmaster log file

Code: Select all

Fri Aug  1 09:50:00 CEST 2014
Fri Aug  1 10:00:01 CEST 2014
Fri Aug  1 10:10:01 CEST 2014
Fri Aug  1 10:20:01 CEST 2014
Fri Aug  1 10:30:00 CEST 2014
Fri Aug  1 10:40:01 CEST 2014
Fri Aug  1 10:50:00 CEST 2014
Fri Aug  1 11:00:00 CEST 2014
When otrs working fine this log file look like:

Code: Select all

Sat Jan  4 17:00:02 CET 2014
IMAPS: Connection to server_address closed.

Sat Jan  4 17:10:02 CET 2014
IMAPS: Connection to server_address closed.

Sat Jan  4 17:20:01 CET 2014
IMAPS: Connection to server_address closed.

Sat Jan  4 17:30:01 CET 2014
IMAPS: Connection to server_address closed.
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Re: OTRS 3.2.9 problem with fetching mail

Post by reneeb »

Your OTRS should log a lot of stuff in Syslog or a log file (depends on what you've configured in SysConfig -> Framework -> Core::Log). What's in *that* log?
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

This log is after manual fetch email. If I not use manual fetch email this log is empty for date when i not fetched.

Code: Select all

[Mon Aug  4 12:28:18 2014][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from networksupportgroup/[b]smtp_servs:993.[/b]
[Mon Aug  4 13:25:32 2014][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2014080410000059/Augustea - Wron] created (TicketID=1797,Queue=New,Priority=3 normal,State=new)
[Mon Aug  4 13:25:32 2014][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'user......' from 'Network Support <network.support@mydomain.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2014080410000059] RE: Augustea - Wrong DNS res [...];
[Mon Aug  4 13:25:32 2014][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2014080410000059] (TicketID=1797, ArticleID=8042) to 'user......'.
[Mon Aug  4 13:25:32 2014][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'cheef'.
[Mon Aug  4 13:25:33 2014][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'friend'.
[Mon Aug  4 13:25:33 2014][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'user'.
[Mon Aug  4 13:25:33 2014][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'manager'.
[Mon Aug  4 13:25:34 2014][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'my address'.
[Mon Aug  4 13:25:34 2014][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from networksupportgroup/smtp_serv:993.
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zenekas
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Re: OTRS 3.2.9 problem with fetching mail

Post by zenekas »

Hi guys,

I solved my problem with otrs.
I describe my steps for other users who use otrs.

When I installed missing otrs modules using command

Code: Select all

sudo cpan `/opt/otrs/bin/otrs.CheckModules.pl | grep 'Not installed' | sed 's/^ *o //;s/\.\.\..*//' | tr '\n' ' '`
I checked does all modules are installed ./otrs.CheckModules.pl
I installed other missing modules using command for example:

Code: Select all

cpan Text::CSV
I checked log file /var/log/httpd-error.log and reinstalled another modules where was issue.

Code: Select all

cpan IO::Interactive
..................................
After installation of each modules with error i tried restart apachectl
I checked again /var/log/httpd-error.log and installed corrupted modules

When apache was started i have still problem with otrs module DBD::mysql
I reinstall this module used command:

Code: Select all

cpan
force install DBD::mysql
Now otrs working fine and fetch my email :)

Thanks for you advice and help.
Best regards,
Zenekas

PS. Topic can be closed.
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