OTRS 5.0.16 Mail Fetching problem

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g0rkata
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Posts: 2
Joined: 16 Feb 2017, 15:58
Znuny Version: 5.0.16

OTRS 5.0.16 Mail Fetching problem

Post by g0rkata »

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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Re: OTRS 5.0.16 Mail Fetching problem

Post by root »

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

Re: OTRS 5.0.16 Mail Fetching problem

Post by g0rkata »

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
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Posts: 34
Joined: 03 Jul 2014, 13:48
Znuny Version: 6.0.18
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Re: OTRS 5.0.16 Mail Fetching problem

Post by jlima »

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 6.0.18 (public/testing) on CentOS with Postgres database
root
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Re: OTRS 5.0.16 Mail Fetching problem

Post by root »

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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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jlima
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Re: OTRS 5.0.16 Mail Fetching problem

Post by jlima »

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 6.0.18 (public/testing) on CentOS with Postgres database
root
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Re: OTRS 5.0.16 Mail Fetching problem

Post by root »

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.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

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jlima
Znuny newbie
Posts: 34
Joined: 03 Jul 2014, 13:48
Znuny Version: 6.0.18
Real Name: Jorge Lima
Location: Braga, Portugal

Re: OTRS 5.0.16 Mail Fetching problem

Post by jlima »

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 6.0.18 (public/testing) on CentOS with Postgres database
Radrick
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Posts: 2
Joined: 29 Mar 2017, 19:26
Znuny Version: 5.0.6
Real Name: Radrick
Company: MizeUP

Re: OTRS 5.0.16 Mail Fetching problem

Post by Radrick »

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
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Re: OTRS 5.0.16 Mail Fetching problem

Post by root »

What's the value of the database table scheduler_task? (Select * from scheduler_task)
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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Radrick
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Znuny Version: 5.0.6
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Re: OTRS 5.0.16 Mail Fetching problem

Post by Radrick »

Hi.

Output the command

Code: Select all

Select * from scheduler_task
.
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