[otrs] PostMasterMailbox.pl doesn't working

[Willian Silva]

Hi folks,

I've been facing off with an issue and I'll appreciate any help to solve it.

In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every 10 minutes by the otrs user cron jobs. But the tickets aren

[Gerald Young]

Does manual fetch work?

Are there errors in System Log?

Windows or Linux?

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[Willian Silva]

Hi folks,

I've been facing off  an issue and I'll appreciate any help to solve it.

In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every 10 minutes by the otrs user cron jobs. But, the tickets aren't created in the system from customers' e-mail.

In the system log, the follow message shows up every 10 minutes: 

Can't create PID PostMasterMailbox, because it's already running

I've been tried to run that script by myself on the CentOS 6 server (I'm using Perl v5.10.1). However, the follow message shows up: 

# /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2

NOTICE: PostMasterMailbox.pl is already running but is starting again!

Segmentation fault

Any ideas about this "Segmentation fault" ? 

I think that's the point.

Regards,

Willian Silva.

[Willian Silva]

Sorry Gerald. My email was sent incomplete by my own mystake.... The complete email is below

Hi folks,

[piyush mishra]

Hi Willian Silva.

as a root login

type command ==> crontab -e

*/1 * * * * /usr/bin/perl /opt/otrs/bin/otrs.PostMasterMailbox.pl

its should work.

On 2/18/14, Willian Silva <pole...@gmail.com> wrote:
> Sorry Gerald. My email was sent incomplete by my own mystake.... The
> complete email is below
>
> Hi folks,
>
> I've been facing off an issue and I'll appreciate any help to solve it.
>
> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
> 10 minutes by the otrs user cron jobs. But, the tickets aren't created in
> the system from customers' e-mail.
>
> In the system log, the follow message shows up every 10 minutes:
>

> *Can't create PID PostMasterMailbox, because it's already running*

>
> I've been tried to run that script by myself on the CentOS 6 server (I'm
> using Perl v5.10.1). However, the follow message shows up:
>
> # /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2
>
>

> *NOTICE: PostMasterMailbox.pl is already running but is starting again! *
> *Segmentation fault*

>
> Any ideas about this "Segmentation fault" ?
>
> I think that's the point.
>
> Regards,
>
> Willian Silva.
>

[piyush mishra]

and add one job more in crontab

*/1 * * * * fetchmail


Thanks

Piyush Mishra

[Willian Silva]

Thanks Piyush Mishra.

I've just tried your suggestions but I'm still having the same problem.

[Willian Silva]

Yes, Gerald Young. Manual fetch is working properly from the GUI.

[Gerald Young]

I'm not a fan of the other suggestions to manipulate crontab directly because (in Linux):

otrs/bin/Cron.sh restart otrs

will concat all entries [that don't have .dist] on otrs/var/cron to the otrs user's cron (to run in the otrs context, obeying otrs' HOME path). 

to verify otrs' cron: 

sudo crontab -l -u otrs | more

But you have a known error message.

http://forums.otterhub.org/viewtopic.php?f=62&t=17287 is one of the threads that address this.

The error message is a symptom (Can't create a new process because the other process is still running). It is what it says. 

More to the point, the PostmasterMailbox.pl *is* running too often. This is likely either because it's running as root AND otrs or because a single instance is hung.

check /var/spool/cron/crontabs/* for multiple instances of PostmasterMailbox.pl (but use crontab -e -u username to edit these!)

also, check /etc/crontab and /etc/cron* for possible manual entries and remove them, especially if you've followed other people's instructions.

Check ps auxwww | grep PostmasterMailbox for running processes.

Attempt to manually run the otrs/bin/otrs.PostmasterMailbox.pl under the otrs context 

[Martin Gruner]

Hi Willian,

can you please post the file permissions in your Kernel/Config/Files
directory?

Regards, mg

Am 17.02.14 19:41, schrieb Willian Silva:

> Hi folks,
>
> I've been facing off an issue and I'll appreciate any help to solve it.
>
> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running
> every 10 minutes by the otrs user cron jobs. But, the tickets aren't
> created in the system from customers' e-mail.
>
> In the system log, the follow message shows up every 10 minutes:
>

> /Can't create PID PostMasterMailbox, because it's already running/
> /
> /

> I've been tried to run that script by myself on the CentOS 6 server (I'm
> using Perl v5.10.1). However, the follow message shows up:
>
> # /opt/otrs/bin/otrs.PostMasterMailbox.pl

> <http://otrs.PostMasterMailbox.pl> -f 1 -d 2
>
> /NOTICE: PostMasterMailbox.pl is already running but is starting again!
> /
> /Segmentation fault/
> /
> /

> Any ideas about this "Segmentation fault" ?
>
> I think that's the point.
>
> Regards,
>
> Willian Silva.
>
>
>
>
>

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[Willian Silva]

Hi, Martin.

My permissions are like this:

[root@myserver otrs]# ls -la Kernel/Config/Files/

total 2016

drwxrwx---. 2 otrs   apache   4096 Feb 17 10:15 .

drwxrwx---. 3 otrs   apache   4096 Jan 31 10:37 ..

-rw-rw----. 1 otrs   apache  82022 Dec 17 15:22 FAQ.xml

-rw-rw----. 1 otrs   apache   1633 Dec 17 15:15 FrameworkITSMCore.xml

-rw-rw----. 1 otrs   apache    733 Dec 17 15:14 FrameworkITSM.xml

-rw-rw----. 1 otrs   apache 302448 Dec  4 20:17 Framework.xml

-rw-rw----. 1 otrs   apache   2728 Dec 17 15:15 GeneralCatalog.xml

-rw-rw----. 1 otrs   apache  21212 Dec  4 19:24 GenericInterface.xml

-rw-rw----. 1 otrs   apache   1714 Dec 17 15:16 ImportExport.xml

-rw-rw----. 1 otrs   apache  46475 Dec 17 16:00 iPhoneHandle.xml

-rw-rw----. 1 otrs   apache 488205 Dec 17 15:15 ITSMChangeManagement.xml

-rw-rw----. 1 otrs   apache  39634 Dec 17 15:15 ITSMConfigItem.xml

-rw-rw----. 1 otrs   apache  20650 Dec 17 15:15 ITSMCore.xml

-rw-rw----. 1 otrs   apache   8799 Dec 17 15:15 ITSMService.xml

-rw-rw----. 1 otrs   apache  33632 Dec 17 15:15 ITSMTicket.xml

-rw-rw----. 1 otrs   apache  17070 Dec  4 19:24 ProcessManagement.xml

-rw-rw----. 1 otrs   apache   4145 Dec  4 19:24 Scheduler.xml

-rw-rw----. 1 otrs   apache   7679 Dec 16 16:45 Support.xml

-rw-rw----. 1 otrs   apache  19219 Dec 17 15:53 Survey.xml

-rw-rw----. 1 otrs   apache   8723 Dec 17 16:04 SystemMonitoring.xml

-rw-rw----. 1 otrs   apache    641 Dec 17 15:15 TicketITSMService.xml

-rw-rw----. 1 otrs   apache   6195 Dec 17 15:15 TicketITSMTicket.xml

-rw-rw----. 1 otrs   apache 519197 Dec  4 20:17 Ticket.xml

-rw-rw----. 1 otrs   apache  14936 Dec 17 15:32 TimeAccounting.xml

-rw-rw----. 1 apache apache 320574 Feb 17 10:15 ZZZAAuto.pm

-rw-rw----. 1 otrs   apache   2160 Feb  6 22:56 ZZZACL.pm

-rw-rw----. 1 apache apache  23459 Feb 17 09:48 ZZZAuto.pm

Regards,

Willian Silva

[Martin Gruner]

Hi Willian,

is the otrs user a member of the apache group?

Regards, mg

Am 18.02.14 11:33, schrieb Willian Silva:

>>> I've been facing off an issue and I'll appreciate any help to solve it=

[Willian Silva]

Hi Martin.

Yes, he is apache group member.

Regards,

Willian.

[Willian Silva]

Hi Gerald.

Thanks for your tips.

I was checking the crontab file of the otrs user and I realized something wrong. There are PostmasterMailbox.pl jobs running twice. I don't know why, even removing one of them, the two jobs shows up again when I type the command to restart otrs cron jobs (otrs/bin/Cron.sh restart otrs). See below:

[root@myserver otrs]# crontab -l -u otrs | grep PostMaster

*/10 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

*/10 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

Is it a problem ?

Regards,

Willian Silva.

[Gerald Young]

yes. It means it's picking this up twice. Which has been previously noted as wrong.

Most likely issue is related to the thing I already said: 

Cron.sh concatenates all files (apparently, really, all files) in otrs/var/cron.

[Gerald Young]

To be more explicit about it: 

Cron.sh stop otrs 

empties otrs crontab

Cron.sh start otrs 

concats otrs/var/cron into otrs crontab

grep PostMasterMailbox otrs/var/cron

If you see it more than once, it's too many times. comment (#) extraneous ones out.

If you see it only once, run 

Cron.sh restart otrs 

[Willian Silva]

Hi, Gerald.

I solved that issue about duplicate entries in the otrs' crontab file. I should've deleted /otrs/var/cron folder. After, I created it again by copying default directory from otrs.tar.gz source and installing all the cronjobs again.

Although this part was solved, the problem with fetch e-mails through otrs.PostMasterMailbox.pl still happening. 

I also realized that others scripts like otrs.GenericAgent.pl are with the same behavior. When I try to run them by myself on the linux shell, the following message shows up:

Segmentation fault.

Any idea ?

Can be some Perl issue ?

Best Regards,

Willian Silva.

[LQ Marshall]

Experienced problems w/ seg faults on our OTRS server several months back.  They were always associated with a crontab process. I found that the issue was a faulty memory module.

 

I would suggest that you bounce the box before continuing the troubleshooting. I would want to clean the slate first.

 

gl

[Willian Silva]

Hi guys.

 

I found the reason why some scripts like otrs.PostMasterMailbox.pl and  otrs.GenericAgent.pl are not working properly. There is a external customer backend in our OTRS system hosted at SQL Server 2012 connecting through ODBC. When I turn off this setting in Config.pm, that scripts can do its job. When I turn on this setting (it should be enable) and perform that scripts in debug mode, the error message Segmentation Fault shows up.

Have you ever seen a issue like that ?

Best Regards,

Willian Silva.

[sameer khan]

I am facing exactly the same issue, but to my understand the issue is due to the permission being resetted on 
/opt/otrs/var/tmp/CacheFileStorable/DynamicField directories.

The permission are getting resetted after you create a new phone ticket.

Can any one please point how to resolve this.

Thanks

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Date: Mon, 24 Feb 2014 09:18:47 -0300
From: pole...@gmail.com
To: ot...@otrs.org