OTRS 5.0.16 Mail Fetching problem

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g0rkata
OTRS newbie
Posts: 2
Joined: 16 Feb 2017, 15:58
OTRS Version?: 5.0.16

OTRS 5.0.16 Mail Fetching problem

Postby g0rkata » 16 Feb 2017, 17:07

Dear all,

OTRS 5.0.16
MySQL 5.1.73

I expecting some problem to fetch email address regularly in my OTRS after upgrade from 5.0.14 to 5.0.16. That's happen time to time, the fetching process it's not completely broken, but again it is problem because I do not receive some update or the new created tickets.

Last time when expecting the problem the situation was that:
1)The 2 emails stay in the inbox folder in my email server(first mail was from 16:12, second was from 16:17).

2)The cron daemon working as expecting and each 5 minutes running the Daemon.pl normally
Feb 16 16:05:01 otrs CROND[26582]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:10:01 otrs CROND[26628]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:15:01 otrs CROND[26654]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:20:01 otrs CROND[26698]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:25:01 otrs CROND[26774]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:30:01 otrs CROND[26813]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:35:01 otrs CROND[26853]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
Feb 16 16:40:01 otrs CROND[26865]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)

3)I didn't find any problems in my otrs.log, the latest record is from [Sun Feb 5 02:02:30 2017]

4) I awaiting otrs system to fetch mails automatically till 16:30(that's 13 min after received second mail). After that I run the fetch process from console: bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch and then the emails was received in the otrs system.

5) That's my mail configuration in Postmaster Mail Accounts
PostmasterMailAccounts.JPG


Thank you in advance.
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root
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Posts: 825
Joined: 18 Dec 2007, 12:23
OTRS Version?: 5.0.x
Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: OTRS 5.0.16 Mail Fetching problem

Postby root » 16 Feb 2017, 18:32

What's the output of bin/otrs.Console.pl Maint::Daemon::Summary
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g0rkata
OTRS newbie
Posts: 2
Joined: 16 Feb 2017, 15:58
OTRS Version?: 5.0.16

Re: OTRS 5.0.16 Mail Fetching problem

Postby g0rkata » 17 Feb 2017, 08:26

Thank you for your prompt reaction root.
The status of bin/otrs.Console.pl Maint::Daemon::Summary is shown below:
[otrs@otrs ~]$ bin/otrs.Console.pl Maint::Daemon::Summary
Gathering all daemons summary...

Tasks to be executed in future:
There are currently no tasks to be executed in future

Recurrent cron tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
CoreCacheCleanup 2017-02-12 00:20:00 Success 1.0 Second(s) 2017-02-19 00:20:00
GenerateDashboardStats 2017-02-05 06:05:00 Success < 1 Second 2017-02-17 09:05:00
LoaderCacheDelete 2017-02-12 00:30:00 Success < 1 Second 2017-02-19 00:30:00
MailAccountFetch 2017-02-12 05:20:00 Success 1.4 Minute(s) 2017-02-17 08:30:00
RegistrationUpdateSend 2017-02-05 05:30:00 Success < 1 Second 2017-02-17 08:30:00
SessionDeleteExpired 2017-02-05 06:55:00 Success < 1 Second 2017-02-17 08:55:00
SpoolMailsReprocess 2017-02-06 00:10:00 Success < 1 Second 2017-02-18 00:10:00
SupportDataCollectAsynchronous 2017-02-05 06:01:00 Success < 1 Second 2017-02-17 09:01:00
TicketAcceleratorRebuild 2017-02-06 01:01:00 Success < 1 Second 2017-02-18 01:01:00
TicketPendingCheck 2017-02-05 06:45:00 Success < 1 Second 2017-02-17 08:45:00
TicketUnlockTimeout 2017-02-05 05:35:00 Success < 1 Second 2017-02-17 08:35:00
EscalationCheck 2017-02-05 05:15:00 Success < 1 Second 2017-02-17 08:25:00
RenewCustomerSMIMECertificates 2017-02-06 02:02:00 Success < 1 Second 2017-02-18 02:02:00

Recurrent generic agent tasks:
There are currently no generic agent recurring tasks configured

Unhandled Worker Tasks:
NAME TYPE CREATE TIME
EscalationCheck Cron 2017-02-05 05:15:09
RegistrationUpdateSend Cron 2017-02-05 05:30:10
TicketUnlockTimeout Cron 2017-02-05 05:35:10
SupportDataCollectAsynchronous Cron 2017-02-05 06:01:11
GenerateDashboardStats Cron 2017-02-05 06:05:11
TicketPendingCheck Cron 2017-02-05 06:45:13
SessionDeleteExpired Cron 2017-02-05 06:55:14
SpoolMailsReprocess Cron 2017-02-06 00:10:16
TicketAcceleratorRebuild Cron 2017-02-06 01:01:19
RenewCustomerSMIMECertificates Cron 2017-02-06 02:02:05
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-06 10:55:29
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-08 09:44:57
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-08 09:46:06
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-08 11:20:34
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-08 11:29:45
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-08 11:44:28
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-08 16:05:31
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-09 09:19:42
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-10 10:54:20
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-10 11:19:09
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-10 11:19:59
CoreCacheCleanup Cron 2017-02-12 00:20:05
LoaderCacheDelete Cron 2017-02-12 00:30:05
MailAccountFetch Cron 2017-02-12 05:20:08
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-13 09:15:31
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-13 10:29:14
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-13 10:30:30
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-13 10:31:30
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-13 10:35:02
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-14 09:58:52
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-14 10:20:19
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-14 13:57:37
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-15 09:18:18
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-15 09:22:16
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-15 09:48:20
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-15 12:45:01
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-15 16:51:26
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-16 09:25:43
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-16 14:49:58
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-16 15:21:25
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-16 15:45:23
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-16 16:26:17
PluginAsynchronous::ConcurrentUser AsynchronousExec... 2017-02-16 16:43:34

Handled Worker Tasks:
There are currently no tasks been executing

Done.

Looking deeply in the information above, I saw that MailAccountFetch would be running on 2017-02-17 08:30:00 "MailAccountFetch 2017-02-12 05:20:00 Success 1.4 Minute(s) 2017-02-17 08:30:00", but in fact I have 2 pending mails from early in the morning around 5:00 AM staying in to the mail box and not fetched from the system.

jlima
OTRS newbie
Posts: 26
Joined: 03 Jul 2014, 13:48
OTRS Version?: 5.0.16
Real Name: Jorge Lima
Location: Braga, Portugal

Re: OTRS 5.0.16 Mail Fetching problem

Postby jlima » 27 Feb 2017, 12:47

I have the same problem. OTRS is not fetching emails.

@g0rkata did you solve it?

My difference being the output of Daemon::Summary not showing any tasks

Code: Select all

otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Daemon::Summary
Gathering all daemons summary...

  Tasks to be executed in future:
     NAME                                     TYPE                 TO EXECUTE AT
     PluginAsynchronous::ConcurrentUser       AsynchronousExec...  2017-02-16 15:33:10

  Recurrent cron tasks:
    There are currently no cron recurring tasks configured

  Recurrent generic agent tasks:
    There are currently no generic agent recurring tasks configured

  Unhandled Worker Tasks:
    There are currently no tasks waiting to be executed

  Handled Worker Tasks:
    There are currently no tasks been executing

Done.
OTRS 5.0.16 (public/testing) on Linux with Postgres database

root
Moderator
Posts: 825
Joined: 18 Dec 2007, 12:23
OTRS Version?: 5.0.x
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.16 Mail Fetching problem

Postby root » 27 Feb 2017, 13:15

jlima wrote:

Code: Select all

  Recurrent cron tasks:
    There are currently no cron recurring tasks configured


This should be the problem. It's disabled. I recommend to check the SysConfig and reseting the changed cron tasks
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

jlima
OTRS newbie
Posts: 26
Joined: 03 Jul 2014, 13:48
OTRS Version?: 5.0.16
Real Name: Jorge Lima
Location: Braga, Portugal

Re: OTRS 5.0.16 Mail Fetching problem

Postby jlima » 27 Feb 2017, 13:24

I agree that the problem should be there but
1) I didn't change any cron task
2) the logs show some activity going on (please see viewtopic.php?f=62&t=34587)
OTRS 5.0.16 (public/testing) on Linux with Postgres database

root
Moderator
Posts: 825
Joined: 18 Dec 2007, 12:23
OTRS Version?: 5.0.x
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.16 Mail Fetching problem

Postby root » 27 Feb 2017, 14:27

jlima wrote:1) I didn't change any cron task

There could be other issues for this, e.g. a missing configuration rebuild.

jlima wrote:2) the logs show some activity going on (please see viewtopic.php?f=62&t=34587)

See my answer there.
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

jlima
OTRS newbie
Posts: 26
Joined: 03 Jul 2014, 13:48
OTRS Version?: 5.0.16
Real Name: Jorge Lima
Location: Braga, Portugal

Re: OTRS 5.0.16 Mail Fetching problem

Postby jlima » 27 Feb 2017, 14:51

There could be other issues for this, e.g. a missing configuration rebuild.


trying that line of thought...

Code: Select all

otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Config::Rebuild
Rebuilding the system configuration...
Done.
otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Daemon::Summary
Gathering all daemons summary...

  Tasks to be executed in future:
     NAME                                     TYPE                 TO EXECUTE AT
     PluginAsynchronous::ConcurrentUser       AsynchronousExec...  2017-02-16 15:33:10

  Recurrent cron tasks:
    There are currently no cron recurring tasks configured

  Recurrent generic agent tasks:
    There are currently no generic agent recurring tasks configured

  Unhandled Worker Tasks:
    There are currently no tasks waiting to be executed

  Handled Worker Tasks:
    There are currently no tasks been executing

Done.
OTRS 5.0.16 (public/testing) on Linux with Postgres database

Radrick
OTRS newbie
Posts: 2
Joined: 29 Mar 2017, 19:26
OTRS Version?: 5.0.6
Real Name: Radrick
Company: MizeUP

Re: OTRS 5.0.16 Mail Fetching problem

Postby Radrick » 30 Mar 2017, 15:34

Hi.

My problem is same, but the output of bin/otrs.Console.pl Maint::Daemon::Summary:

Tasks to be executed in future:
There are currently no tasks to be executed in future

Recurrent cron tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
CoreCacheCleanup 2017-03-26 00:20:00 Success 9.0 Second(s) 2017-04-02 00:20:00
EscalationCheck 2017-03-30 10:00:00 Success 1.0 Second(s) 2017-03-30 10:20:00
GenerateDashboardStats 2017-03-30 10:05:00 Success 1.0 Second(s) 2017-03-30 11:05:00
ITSMChangesCheck 2017-03-30 10:10:00 Success < 1 Second 2017-03-30 10:20:00
LoaderCacheDelete 2017-03-26 00:30:00 Success < 1 Second 2017-04-02 00:30:00
MailAccountFetch 2017-03-30 10:15:00 Fail < 1 Second 2017-03-30 10:16:00
OTRSBusinessAvailabilityCheck 2017-03-30 10:15:00 Success < 1 Second 2017-03-30 10:35:00
OTRSBusinessEntitlementCheck 2017-03-30 09:45:00 Success < 1 Second 2017-03-30 10:25:00
RegistrationUpdateSend 2017-03-30 09:30:00 Success < 1 Second 2017-03-30 10:30:00
SessionDeleteExpired 2017-03-30 08:55:00 Success < 1 Second 2017-03-30 10:55:00
SpoolMailsReprocess 2017-03-30 00:10:00 Success < 1 Second 2017-03-31 00:10:00
SupportDataCollectAsynchronous 2017-03-30 10:01:00 Success < 1 Second 2017-03-30 11:01:00
TicketAcceleratorRebuild 2017-03-30 01:01:00 Success < 1 Second 2017-03-31 01:01:00
TicketPendingCheck 2017-03-30 08:45:00 Success < 1 Second 2017-03-30 10:45:00
TicketUnlockTimeout 2017-03-30 09:35:00 Success < 1 Second 2017-03-30 10:35:00

Recurrent generic agent tasks:
There are currently no generic agent recurring tasks configured

Unhandled Worker Tasks:
There are currently no tasks waiting to be executed

Handled Worker Tasks:
There are currently no tasks been executing

Help me.
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root
Moderator
Posts: 825
Joined: 18 Dec 2007, 12:23
OTRS Version?: 5.0.x
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.16 Mail Fetching problem

Postby root » 30 Mar 2017, 21:14

What's the value of the database table scheduler_task? (Select * from scheduler_task)
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

Radrick
OTRS newbie
Posts: 2
Joined: 29 Mar 2017, 19:26
OTRS Version?: 5.0.6
Real Name: Radrick
Company: MizeUP

Re: OTRS 5.0.16 Mail Fetching problem

Postby Radrick » 27 Apr 2017, 21:53

Hi.

Output the command

Code: Select all

Select * from scheduler_task
.
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