OTRS does not send Emails

[dsepeur]

Hello,

im wondering, why my OTRS 6 (latest version) dont send out E-Mails.
Im not new on installing and rolling out OTRS Systems, but such a behavior i never saw in the past.

I strictly follow the intallation instructions for the source-repository, Cron.sh is started (it says "done" by starting it) and the Daemon is also running.

After creating a Ticket and answering to it, the outgoing mail gets queued but not send out. At the console, i can see that the Deamon do some jobs (like checking for Business Solution, indexing) and so on. But it does not send out E-Mails.

If i provide the command "./otrs.Console.pl Maint::Email::MailQueue --list" i can see the queued Mail.
If i provide the command ".//otrs.Console.pl Maint::Email::MailQueue --send", the mail gets send out, which is correct.

Im now wondering, why the Daemon is not send out the mail automatically.

Does anyone be so kind to point me in the right direction? Im overwhelmed and dont know, where i can start my debug

Any help is very appreciated and welcome

Thank you so far

Daniel

[dsepeur]

Hello Again,

there is an update to my post. Strange things.

After finishing my post, i got the mail which should be send out. BUT ... in parallel, OTRS produces another mail to root@localhost with more than 350 MB of content!!!!

The content looks like SMTP-Debug:

Code: Select all

Net::SMTP>>> Net::SMTP(3.11)
Net::SMTP>>>   Net::Cmd(3.11)
Net::SMTP>>>     Exporter(5.73)
Net::SMTP>>>   IO::Socket::IP(0.39)
Net::SMTP>>>     IO::Socket(1.40)
Net::SMTP>>>       IO::Handle(1.40)
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 220 my.smtp-server.com ESMTP
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> EHLO otrs-host.mydomain.com

Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-smtp.companyname.de
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-PIPELINING
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-SIZE 30000000
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-VRFY
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-ETRN
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-STARTTLS
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-ENHANCEDSTATUSCODES
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-8BITMIME
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250-DSN
Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250 SMTPUTF8
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> MAIL FROM:<otrs@my.otrs-domain.com>

Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250 2.1.0 Ok
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> RCPT TO:<root@localhost>

Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 250 2.1.5 Ok
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> DATA

Net::SMTP=GLOB(0x55d81d2bf8e0)<<< 354 End data with <CR><LF>.<CR><LF>
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Content-Type: text/plain; charset="utf-8"
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Content-Disposition: inline
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Content-Transfer-Encoding: quoted-printable
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> MIME-Version: 1.0
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Date: Wed, 29 Jul 2020 07:19:03 +0000
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> X-Mailer: OTRS Mail Service (6.0.28)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> X-Powered-BY: OTRS (https://otrs.com/)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> To: root@localhost
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Organization: Example Company
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> From: OTRS Notifications <otrs@my.otrs-domain.com>
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Subject: OTRS Scheduler Daemon Cron: MailQueueSend
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Message-ID: <1596007143.704087.33406883@my.otrs-domain.com>
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP>>> Net::SMTP(3.11)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP>>>   Net::Cmd(3.11)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP>>>     Exporter(5.73)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP>>>   IO::Socket::IP(0.39)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP>>>     IO::Socket(1.40)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP>>>       IO::Handle(1.40)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 220 my.smtp-server.com ESMTP
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> EHLO my.otrs-domain.com=0D
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-my.smtp-server.com
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-PIPELINING
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-SIZE 30000000
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-VRFY
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-ETRN
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-STARTTLS
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-ENHANCEDSTATUSCODES
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-8BITMIME
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250-DSN
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250 SMTPUTF8
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> MAIL FROM:<otrs@my.otrs-domai=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> n.com>=0D
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250 2.1.0 Ok
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> RCPT TO:<root@localhost>=0D
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 250 2.1.5 Ok
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> DATA=0D
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)<<< 354 End data with <CR><LF>.<CR><LF>
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Content-Type: text/plain; charset=3D"ut=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> f-8"
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Content-Disposition: inline
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Content-Transfer-Encoding: quoted-print=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> able
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> MIME-Version: 1.0
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> X-Mailer: OTRS Mail Service (6.0.28)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> X-Powered-BY: OTRS (https://otrs.com/)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Date: Wed, 29 Jul 2020 07:18:02 +0000
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Message-ID: <1596007082.247876.65083198=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 3@jameshardie.trend-service.local>
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Organization: Example Company
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> To: root@localhost
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Subject: OTRS Scheduler Daemon Cron: Ma=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> ilQueueSend
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> From: OTRS Notifications <otrs@my.otrs-domai=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> n.com>
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>>=20
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP>>> Net::SMTP(3.11)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP>>>   Net::Cmd(3.11)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP>>>     Exporter(5.73)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP>>>   IO::Socket::IP(0.39)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP>>>     IO::Socket(1.40)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP>>>       IO::Handle(1.40)
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 20 smtp.trend-service.de ESMTP
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)>>> E=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> HLO jameshardie.trend-service.local=3D0D
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-smtp.trend-service.de
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-PIPELINING
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-SIZE 30000000
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-VRFY
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-ETRN
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-STARTTLS
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3D3DGLOB(0x55d81d2c0a98)<<< 2=
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> 50-ENHANCEDSTATUSCODES
Net::SMTP=GLOB(0x55d81d2bf8e0)>>> Net::SMTP=3DGLOB(0x55d81d2bfe50)>>> Net::SMTP=3
...
And so on and so on ... 300 MB, as i said

I never saw before, that OTRS is sending out such big messages before. Maybe im missing somehting somewhere?
It could be, that the creation of this big message prevent the normal mail from sending out until the big one is created?

Im nervous becaus this means, that outgoing messages take more than an hour

Thank you so much

Daniel

[dsepeur]

I have another Update to my case.
In /otrs/var/log/Daemon i found some error logs, which are really really big.

A snipped of the content is:

Code: Select all

ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-15 Perl: 5.30.0 OS: linux Time: Wed Jul 29 07:12:02 2020

 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::Email::MailQueue: Net::SMTP>>> Net::SMTP(3.11)
Net::SMTP>>>   Net::Cmd(3.11)
Net::SMTP>>>     Exporter(5.73)
Net::SMTP>>>   IO::Socket::IP(0.39)
Net::SMTP>>>     IO::Socket(1.40)
Net::SMTP>>>       IO::Handle(1.40)

.....

 Traceback (1752915):
   Module: Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError Line: 52
   Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 178
   Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235
   Module: (eval) Line: 314
   Module: main::Start Line: 314
   Module: ./otrs.Daemon.pl Line: 135
   
.....

Maybe this information is useful to find out, why those big emails to root get created

Thank you

Daniel

[dsepeur]

Just for your information.
I found the problem by myself.

Solution:
I look at the running processes and found a process otrs.Daemon.pl which is consuming nearly 100% cpu power.
I stopped the Deamon by ./otrs.Daemon.pl stop and found, that one process is left. Exactly this, which is consuming high cpu power.
So i killed this process manually, started the daemon again and it works!

Thank you for your attention on my problem to all, which tried to help until now.

Daniel