Get email automatically don't works.

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daviknx
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Get email automatically don't works.

Post by daviknx » 25 Apr 2016, 20:39

My OTRS not get the emails automatically from the e-mail box.

When I get to manually download the messages arrive.

I checked the Daemon :: :: Task SchedulerCronTaskManager ### MailAccountFetch is enabled.

Does anyone have a suggestion?

OTRS version: 5.0.9

Thank you!

Giulio Soleni
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Re: Get email automatically don't works.

Post by Giulio Soleni » 29 Apr 2016, 16:56

Hi,
try to look at your Postmaster Mail Accounts settings and run a "Fetch Mail".
Does it work?
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

jff
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Re: Get email automatically don't works.

Post by jff » 30 Apr 2016, 19:06

I believe the default time for OTRS to fetch e-mail messages is 10min, you need to check that on the cron job for OTRS

Code: Select all

crontab -l -u otrs

# fetch emails every 10 minutes
*/1 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

Change the value above and see if it works

reneeb
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Re: Get email automatically don't works.

Post by reneeb » 01 May 2016, 08:33

Is there anything in the logs?
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sujeeva
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Re: Get email automatically don't works.

Post by sujeeva » 09 Feb 2017, 08:51

Dear All,

I am also having same issue. Automatic email fetching doesn't work. But it was working fine until last week. Manual fetching works properly.

Enabled - Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Schedule - */5 * * * *

# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null

Any idea to solve this?
Best Regards,
Sujeeva Tissaarachchi

jojo
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Re: Get email automatically don't works.

Post by jojo » 09 Feb 2017, 09:12

Have a look in the log!
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Get email automatically don't works.

Post by sujeeva » 09 Feb 2017, 09:20

Hi Jojo,

Only log file I am aware of is "otrs.log" in /opt/otrs/var/log. No error related to this issue can be found

[Thu Feb 9 11:37:57 2017][Error][Kernel::System::WebUserAgent::Request][218] Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (timeout)
[Thu Feb 9 11:38:52 2017][Error][Kernel::System::Queue::QueueLookup][588] Found no Queue for Business Systems::Application Support!
[Thu Feb 9 12:24:26 2017][Error][Kernel::System::SysConfig::ConfigSubGroupList][1128] Need Name!
[Thu Feb 9 12:27:38 2017][Error][Kernel::System::WebUserAgent::Request][218] Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (timeout)

Now time is Thu Feb 9 12:54:00 2017. Scheduled to fetch emails every 5 minutes

Could you let me if there are any other log to be checked?
Best Regards,
Sujeeva Tissaarachchi

jojo
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Re: Get email automatically don't works.

Post by jojo » 09 Feb 2017, 09:40

can you switch your logging to debugging (via sysconfig) and check again
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Get email automatically don't works.

Post by sujeeva » 11 Feb 2017, 11:52

Hi Jojo,

I have enabled debugging and monitored log file contents but cannot find any issue related to automated email fetching. Could you let me know any other file to be checked?
Best Regards,
Sujeeva Tissaarachchi

sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Get email automatically don't works.

Post by sujeeva » 13 Feb 2017, 07:12

Hi Jojo,

Output of bin/otrs.Console.pl Maint::Daemon::Summary

Recurrent cron tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
.......
MailAccountFetch 2017-02-07 16:10:00 Success 1.0 Second(s) 2017-02-13 10:40:00

This shows MailAccountFetch was last successfully ran on 2017/02/07 but scheduler runs every 5 minutes. Also manual fetching works fine. Any idea?
Best Regards,
Sujeeva Tissaarachchi

sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Get email automatically don't works.

Post by sujeeva » 14 Feb 2017, 10:01

My problem solved. The issue was one email contained hundreds of incoming emails making the MailAccountFetch job taking too long. I have disabled the problematic email account and now job runs properly in every 3 minutes
Best Regards,
Sujeeva Tissaarachchi

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