Issue in Fetch Mail OTRS 5.0.22

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sameer615
OTRS newbie
Posts: 37
Joined: 16 Aug 2017, 11:26
OTRS Version?: OTRS 5
Real Name: sameer sardar
Company: ENS

Issue in Fetch Mail OTRS 5.0.22

Post by sameer615 » 24 May 2018, 15:02

We are facing a strange issue using OTRS 5.0.22 that stated 2 days ago. Prior to this everything was working fine.

We use MailAccountFetch to fetch mails and the cron is set at 3 minutes. Our peak mail flow rate is approximately 10 mails per minute and our max limit set is 40 mails.

During peak mail flow, the daemon takes about 3 minutes to download 40 mails and we see 'done' when all mails are downloaded. We have also verified this using Wireshark captures and the FIN, ACK messages are exchanged perfectly between the mail server and OTRS on completion of mail download. What happens next is the issue. The MailAccountWorker thread does not stop until a full 10 minutes elapse and then exits with the 'Fail' status, resulting in our cron running every 12-13 minutes instead of 3 minutes which has been set. A log entry then says this at the end of 10 minutes:


Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Timeout of 600 seconds reached, killing child process!

As a result our cron is running every 12-13 minutes instead of 3 minutes which has been set.

We do not believe this is a network issue because all mails are being downloaded and sent to the appropriate queues correctly and immediately after seeing 'done' when we run ./otrs.Console.pl Maint::Daemon::Summary




Recurrent cron tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
CoreCacheCleanup 2018-05-20 00:20:00 Success 29.4 Minute(s) 2018-05-27 00:20:00
EscalationCheck 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
GenerateDashboardStats 2018-05-24 17:05:00 Success < 1 Second 2018-05-24 18:05:00
LoaderCacheDelete 2018-05-20 00:30:00 Success < 1 Second 2018-05-27 00:30:00
RenewCustomerSMIMECertificates 2018-05-24 02:02:00 Success < 1 Second 2018-05-25 02:02:00
SessionDeleteExpired 2018-05-24 16:55:00 Success < 1 Second 2018-05-24 18:55:00
SpoolMailsReprocess 2018-05-24 00:10:00 Success < 1 Second 2018-05-25 00:10:00
TicketAcceleratorRebuild 2018-05-24 01:01:00 Success 6.0 Second(s) 2018-05-25 01:01:00
TicketPendingCheck 2018-05-24 16:45:00 Success < 1 Second 2018-05-24 18:45:00
TicketUnlockTimeout 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
MailAccountFetch 2018-05-24 17:33:00 Fail 10.0 Minute(s) 2018-05-24 17:45:00

Recurrent generic agent tasks:
NAME LAST EXECUTION LAST STATUS LAST DURATION NEXT EXECUTION
Task 1 - Zone 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 - Road Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 - Cities 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 - Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1- Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1- Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1- Zone 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
First SLA 15 Min for Allocating 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Agent Level 2 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Archive 2018-05-24 02:00:00 Success 12.7 Minute(s) 2018-05-25 02:00:00
Task 1 - 2018-05-24 17:40:00 Success 1.0 Second(s) 2018-05-24 17:45:00
Task 1 - 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 - 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00
Task 1 - 2018-05-24 17:40:00 Success < 1 Second 2018-05-24 17:45:00

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

Handled Worker Tasks:
NAME TYPE NID PID DURATION
MailAccountFetch Cron 001 00022415 9.3 Minute(s)




mysql> SELECT process_name ,process_id ,process_host ,FROM_UNIXTIME(process_create) process_create ,FROM_UNIXTIME(process_change) process_change FROM process_id;
+-------------------------------------+------------+-----------------------+---------------------+---------------------+
| process_name | process_id | process_host | process_create | process_change |
+-------------------------------------+------------+-----------------------+---------------------+---------------------+
| Maint::PostMaster::MailAccountFetch | 22415 | localhost.localdomain | 2018-05-24 17:33:17 | 2018-05-24 17:33:17 |
+-------------------------------------+------------+-----------------------+---------------------+---------------------+


Can you please shed some light on this?

fcasal
OTRS wizard
Posts: 186
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: Issue in Fetch Mail OTRS 5.0.22

Post by fcasal » 01 Jun 2018, 05:48

Which OS is running the otrs?

sunny
OTRS expert
Posts: 58
Joined: 30 Aug 2011, 13:14
OTRS Version?: 3.2.16
Contact:

Re: Issue in Fetch Mail OTRS 5.0.22

Post by sunny » 08 Aug 2018, 10:13

Centos 6

fcasal
OTRS wizard
Posts: 186
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: Issue in Fetch Mail OTRS 5.0.22

Post by fcasal » 10 Aug 2018, 06:32

You could try to update the otrs to the last patch 5.0.29 beceause its corrects many bugs.

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