System Log Errors

Moderator: crythias

Post Reply
djcaetano
OTRS newbie
Posts: 17
Joined: 31 May 2016, 16:19
OTRS Version?: 5.0.19
Real Name: Daniel Caetano
Company: Universidade de São Paulo

System Log Errors

Post by djcaetano »

Hi there,

About a year ago we migrated from OTRS 4.x to OTRS 5. Since that time the system has been working ok, but I have been receiving a lot of error messages on System Log. Specifically, the errors are:

- There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::EscalationCheck
- There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch
- There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::PendingCheck

I have already manually executed these procedures using the otrs.Console.pl and every single procedure run just fine. I have tried to disable the EscalationCheck daemon (since we are not using this feature) but nothing changed.
I may add that "ticket pending" and "mail account fetch" features are working as they should.

Any clues on why I keep receiving these error messages?

Regards,
Daniel Caetano

wurzel
OTRS guru
Posts: 3037
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: System Log Errors

Post by wurzel »

Hi,

is it the right user doing it?
is your $HOME correct?

Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 10 (Test)
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    djcaetano
    OTRS newbie
    Posts: 17
    Joined: 31 May 2016, 16:19
    OTRS Version?: 5.0.19
    Real Name: Daniel Caetano
    Company: Universidade de São Paulo

    Re: System Log Errors

    Post by djcaetano »

    wurzel wrote:Hi,
    is it the right user doing it?
    is your $HOME correct?
    How can I check the user used to run those daemons?
    Anyway, the home for OTRS user is set to /opt/otrs .

    djcaetano
    OTRS newbie
    Posts: 17
    Joined: 31 May 2016, 16:19
    OTRS Version?: 5.0.19
    Real Name: Daniel Caetano
    Company: Universidade de São Paulo

    Re: System Log Errors

    Post by djcaetano »

    In the case you are talking about the cron user, it is on "otrs" user's crontab:
    # check OTRS daemon status
    */5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null

    root
    Moderator
    Posts: 2463
    Joined: 18 Dec 2007, 12:23
    OTRS Version?: 4/5/6 and Znuny LTS
    Real Name: Roy Kaldung
    Company: Znuny
    Contact:

    Re: System Log Errors

    Post by root »

    Hi,
    djcaetano wrote: How can I check the user used to run those daemons?
    Check which crontab contains the jobs with
    crontab -l otrs
    This show you the otrs user's crontab.
    djcaetano wrote: Anyway, the home for OTRS user is set to /opt/otrs .
    Looks good.

    Die you configured var/cron/aaa_base and set an appropriate e-mail address where output is send?
    Znuny LTS and ((OTRS) Community Edition CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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

    Do you want to contribute or want to know why ?

    djcaetano
    OTRS newbie
    Posts: 17
    Joined: 31 May 2016, 16:19
    OTRS Version?: 5.0.19
    Real Name: Daniel Caetano
    Company: Universidade de São Paulo

    Re: System Log Errors

    Post by djcaetano »

    root wrote: Looks good.
    Die you configured var/cron/aaa_base and set an appropriate e-mail address where output is send?
    It was configured to send mails to root@localhost. I configured it to send them to my e-mail, and now I am receiving messages about the errors, but no extra information to help me identify the real problem. :(

    root
    Moderator
    Posts: 2463
    Joined: 18 Dec 2007, 12:23
    OTRS Version?: 4/5/6 and Znuny LTS
    Real Name: Roy Kaldung
    Company: Znuny
    Contact:

    Re: System Log Errors

    Post by root »

    Hi,

    Did you checked the OTRS log on the time the error is generated? Maybe there are some hints. I recommend to configure the highest available log level (pls keep an eye on your disk space)

    - Roy
    Znuny LTS and ((OTRS) Community Edition CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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

    Do you want to contribute or want to know why ?

    djcaetano
    OTRS newbie
    Posts: 17
    Joined: 31 May 2016, 16:19
    OTRS Version?: 5.0.19
    Real Name: Daniel Caetano
    Company: Universidade de São Paulo

    Re: System Log Errors

    Post by djcaetano »

    Hi there,

    After a long winter I had time to dig out the reason behind this problem.
    It seems that the Daemon worker is not acting as it was supposed to regarding error logging.
    There are NO errors at all on those cases, but de Daemon worker was acting as if "Debug" messages were errors (that is: the debug message showed as "priority: error" on System Event log).
    I have totally disabled debug function using Config.pm (for some strange reason, it was enabled) and restarted the daemon... and after these two steps, there are no more fake errors being reported on my System Event log (nor email).

    Post Reply