I get these often: PostMaster module exited with errors, could not process email. Please refer to the log!

[varian]

I automatically fetch emails from a gmail account, and I these errors every day, and it grows as more get added into the spool.

The system pulls in about 100 emails a day, and I get usually a couple new failed email messages everyday.

This is the end of the communications log that contains the error:

Code: Select all

Kernel::System::PostMaster::NewTicket	Ticket could not be created!
Kernel::System::Console::Command::Maint::PostMaster::Read	PostMaster module exited with errors, could not process email. Please refer to the log!
Kernel::System::Console::Command::Maint::PostMaster::Read	An unexpected error occurred, message: Could not process email. Please refer to the log!

Here's the detailed log:

Code: Select all

  Processing /opt/otrs/var/spool/problem-email-c3772fd7686929e59d3980b3a223c592... [Wed Nov 21 15:05:22 2018] otrs.Console.pl: DBD::mysql::db do failed: Duplicate entry 'Random' for key 'ticket_title_unique' at /opt/otrs/Kernel/System/DB.pm line 470.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-11 Perl: 5.16.3 OS: linux Time: Wed Nov 21 15:05:22 2018

 Message: Duplicate entry 'Random' for key 'ticket_title_unique', SQL: '
            INSERT INTO ticket (tn, title, type_id, queue_id, ticket_lock_id,
                user_id, responsible_user_id, ticket_priority_id, ticket_state_id,
                escalation_time, escalation_update_time, escalation_response_time,
                escalation_solution_time, timeout, service_id, sla_id, until_time,
                archive_flag, create_time, create_by, change_time, change_by)
            VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, ?, ?, 0, ?,
                '2018-11-21 15:05:22', ?, '2018-11-21 15:05:22', ?)'

 Traceback (6113):
   Module: Kernel::System::Ticket::TicketCreate Line: 583
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 303
   Module: Kernel::System::PostMaster::Run Line: 429
   Module: (eval) Line: 121
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 36

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-11 Perl: 5.16.3 OS: linux Time: Wed Nov 21 15:05:22 2018

 Message: CommunicationLog(ID:37635,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Message,ObjectLogID:55768)::Kernel::System::PostMaster::NewTicket => Ticket could not be created!

 Traceback (6113):
   Module: Kernel::System::CommunicationLog::_LogError Line: 538
   Module: Kernel::System::CommunicationLog::ObjectLog Line: 300
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 321
   Module: Kernel::System::PostMaster::Run Line: 429
   Module: (eval) Line: 121
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 36

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-11 Perl: 5.16.3 OS: linux Time: Wed Nov 21 15:05:22 2018

 Message: CommunicationLog(ID:37635,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Message,ObjectLogID:55768)::Kernel::System::Console::Command::Maint::PostMaster::Read => PostMaster module exited with errors, could not process email. Please refer to the log!

 Traceback (6113):
   Module: Kernel::System::CommunicationLog::_LogError Line: 538
   Module: Kernel::System::CommunicationLog::ObjectLog Line: 300
   Module: (eval) Line: 127
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 36

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-11 Perl: 5.16.3 OS: linux Time: Wed Nov 21 15:05:22 2018

 Message: CommunicationLog(ID:37635,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Message,ObjectLogID:55768)::Kernel::System::Console::Command::Maint::PostMaster::Read => An unexpected error occurred, message: Could not process email. Please refer to the log!


 Traceback (6113):
   Module: Kernel::System::CommunicationLog::_LogError Line: 538
   Module: Kernel::System::CommunicationLog::ObjectLog Line: 300
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 159
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 36

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::SpoolMailsReprocess-11 Perl: 5.16.3 OS: linux Time: Wed Nov 21 15:05:22 2018

 Message: Could not re-process email /opt/otrs/var/spool/problem-email-c3772fd7686929e59d3980b3a223c592.

 Traceback (6013):
   Module: Kernel::System::Console::Command::Maint::PostMaster::SpoolMailsReprocess::Run Line: 73
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: ./otrs.Console.pl Line: 36

Failed.

It seems to be related to a SQL error.

I'm on OTRS 6.0.12

[root]

Hi,

I don't know how you did this, but afaik know and see in the database definition there is no unique index on the title column of the table ticket.
Show us all your indexes of the table ticket.

- Roy

[varian]

I have the exact same problem.

I see that ticket_title_unique is set to be a UNIQUE INDEX:

Code: Select all

	PRIMARY KEY (`id`),
	UNIQUE INDEX `ticket_tn` (`tn`),
	UNIQUE INDEX `ticket_title_unique` (`title`),
	INDEX `ticket_customer_id` (`customer_id`),
	INDEX `ticket_customer_user_id` (`customer_user_id`),
	INDEX `ticket_escalation_response_time` (`escalation_response_time`),
	INDEX `ticket_escalation_solution_time` (`escalation_solution_time`),
	INDEX `ticket_escalation_time` (`escalation_time`),
	INDEX `ticket_escalation_update_time` (`escalation_update_time`),
	INDEX `ticket_queue_id` (`queue_id`),
	INDEX `ticket_responsible_user_id` (`responsible_user_id`),
	INDEX `ticket_ticket_lock_id` (`ticket_lock_id`),
	INDEX `ticket_ticket_priority_id` (`ticket_priority_id`),
	INDEX `ticket_ticket_state_id` (`ticket_state_id`),
	INDEX `ticket_title` (`title`),
	INDEX `ticket_type_id` (`type_id`),
	INDEX `ticket_user_id` (`user_id`),
	INDEX `FK_ticket_service_id_id` (`service_id`),
	INDEX `FK_ticket_sla_id_id` (`sla_id`),
	INDEX `FK_ticket_create_by_id` (`create_by`),
	INDEX `FK_ticket_change_by_id` (`change_by`),
	INDEX `ticket_until_time` (`until_time`),
	INDEX `ticket_timeout` (`timeout`),
	INDEX `ticket_create_time` (`create_time`),
	INDEX `ticket_archive_flag` (`archive_flag`),
	INDEX `ticket_queue_view` (`ticket_state_id`, `ticket_lock_id`)

Do I just drop the INDEX like this:

ALTER TABLE `ticket`
DROP INDEX `ticket_title_unique`,
ADD INDEX `ticket_title_unique` (`title`);

[root]

Hi,

If this will drop the unique index: give it a try.

- Roy