[otrs] otrs not fetching the mails

[Suraj Rathod]

Hi All,

OTRS suddenly stopped auto fetching of mails from pop3 account. I need to manually click over "Fetch mail" from Admin panel. Previously it was fetching the mails by its own but few days back after a reboot, OTRS is unable to perform the default functionality. Mails sent to the associated mail account are getting delivered properly to the mailbox. Any guidance?

--Suraj

[James Michael DuPont]

see 3.2.5. Setting up the cron jobs for OTRS
http://doc.otrs.org/2.1/en/html/x325.html

The cronjob is called :postmaster_pop3 it calls the script PostMasterPOP3.pl
please check that your crontab is executing that, please check your
log files. I dont know the details of your setup,
but we have a var/cron here. Try to execute the script yourself with
the same user that your have setup (otrs/wwwdata etc)

Also see the sysconfig settings for Core::PostMaster, there are issues
with large mails for example.

Make sure the lock file, the pid file is not locked.
see : http://lists.otrs.org/pipermail/otrs/2007-May/018898.html
look in the log file for messages like
''[Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3,
because it's already running'''

Let me know what the results are,
mike

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[Suraj Rathod]

Thanks James, but I can not see anything in logs ('m not sure if logs are even getting stored somewhere?). In otrs/var/log, I only can see are ITSMChangeCounter.log and TicketCounter.log and nothing related with PID.

I can't find postmaster_pop3, I was under the impression that postmaster_mailbox is taking care of fetching. Here is "ls" from my /var/cron

otrs/var/cron$ ls
aaa_base       fetchmail               generic_agent-database.dist  pending_jobs       postmaster_mailbox         session
aaa_base.dist  fetchmail.dist          generic_agent.dist           pending_jobs.dist  postmaster_mailbox.dist    session.dist
cache          generic_agent           itsmchange_check             postmaster         rebuild_ticket_index       unlock
cache.dist     generic_agent-database  itsmchange_check.dist        postmaster.dist    rebuild_ticket_index.dist  unlock.dist

I also checked the cron-list and I clearly can see following entries :

# fetch every 5 minutes emails via fetchmail
*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
*/5 * * * *    /usr/bin/fetchmail -a --ssl >> /dev/null

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

I am not sure what's wrong here :(

 

--
Suraj Rathod
Operations Manager
Solution Enterprises
Pune.
Conatct: 09763363200 / 09930779964
E-mail: suraj....@solutionenterprises.co.in

[James Michael DuPont]

Suraj,

this looks like an issue with your system setup.

postmaster_mailbox reads from your user mailbox that means the mail
has been placed on the filesystem,
if you use that, then you need another program to read the mails from pop,
one of them is fetchmail http://www.fetchmail.info/

thanks,
mike

On Wed, Feb 22, 2012 at 7:52 AM, Suraj Rathod

[Suraj Rathod]

Thanks Mike, but I resolved the issue. :) I manually tried to run otrs/bin/otrs.PostMasterMailbox.pl as otrs user and found following issue :

DBD::mysql::st execute failed: Table './otrs/process_id' is marked as crashed and last (automatic?) repair failed at /opt/otrs-3.0.4/Kernel/System/DB.pm line 553.
ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Wed Feb 22 13:06:57 2012

So that was database issue. Table process_id been crashed somehow. So I repaired that using myisamchk and its working. For the peoples in case having same issue, here is how I repaied process_id table.

cd /var/lib/otrs
myisamchk process_id

Thanks!
Suraj