In "Postmaster Mail Account" I setup multiple accounts, one of the accounts generates an error message when selecting to "Run Now!"(see error message below) while the others do not and seem to work fine (all accounts within the same domain handled at Google Apps).
Also, I double checked the accounts in Google to see that outside of the 1) unique user names and passwords and 2) the settings in "Forwarding and Pop/IMAP" tab are identical between the accounts.
ERROR BELOW THIS LINE
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ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jun 17 17:13:38 2009
Message: IMAPS: Auth for user custsvc1_@fulcoinc.com/imap.gmail.com failed!
Traceback (4432):
Module: Kernel::System::MailAccount::IMAPS::Fetch (v1.5) Line: 87
Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369
Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62
Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824
Module: ModPerl::ROOT::ModPerl::Registry::var_data_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47
Module: (eval) (v1.87) Line: 204
Module: ModPerl::RegistryCooker::run (v1.87) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31
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ERROR ABOVE THIS LINE
This error is duplicated exactly when I purposely give wrong credentials in OTRS as well as correct credentials. I have also tried to jog the system by deleting the account as setup in the OTRS and then recreating it.........generates the same exact error message.
I'm kind of thinking its not an issue with Google Apps but I'm not really sure how to confirm 100% one way or another.
I'm wondering if the OTRS JumpBox is using/seeing an entry that was in the system prior to to a patch installed to the OTRS yesterday (allow to use IMAPS to connect), and given that prior to the patch this account was failing to successfully connect via IMAP, the OTRS is picking it up and bypassing the edit to the account made to the OTRS for this account after the patch was applied.................not sure if what I'm saying here makes sense, if not let me know to clarify.
In the mean time I'm going to continue on with testing and setup another fresh account in gmail to replace the functionality being used in this account and have OTRS get mail from this new replacement account.
Just figured I would post the error in here if some one wants to look into to see if there's a unknown issue needing to be addressed OR its related (or semi-related) to the patch applied yesterday.
Jack
Error message in OTRS when trying to test connectivity to Google
Did you ask this to OTRS people too? I am not sure how this could be a JumpBox specific bug. Does the problem always happen to the same set of credentials? Or to the same spot in the configuration list? Uhm, by that last one I mean you have
Does it always happen to Account #3, even if you swap the credentials for accounts #2 and #3? Really sounds like you have the credentials wrong, otherwise maybe OTRS croaks on the 3rd account or something.
Austin
Hello Austin I did try
Hello Austin
I did try swapping things as you suggest prior to posting yesterday as well as changing the pword in Google apps, also deleting the suspect account in OTRS and re-adding it back in.
So far the accounts setup in OTRS as of yesterday that I wanted to pull emails from Google Apps were:
customer_service@DOMAINNAME.com
custsvc1_@DOMAINNAME.com
custsvc2_@DOMAINNAME.com
custsvc3_@DOMAINNAME.com
support@DOMAINNAME.COM
custsvc1_@DOMAINNAME.com was the one in question. It and the customer_service@DOMAINNAME.com were in the OTRS system prior to the patch. The others were added afterwards. I think both of these were set up with the IMAP setting at the time, so after the patch all I needed to do was to change to IMAPS for both.
No real biggy though, I'm not stopping at this point. I've deleted the custsvc1_ account in both OTRS and Google apps and will create another fresh account and use that since the custsvc#_ email address are not published.....just the nicknames within them are valid and published.
It really does sound like it's something hidden in the background dealing with credentials.........just do not know if its within OTRS or within Google Apps.
Is there a more detailed log entry in the OTRS someplace that shows more details of the failure to connect/access attempt?
Jack
Error message in OTRS when trying to test connectivity to Google
Well, there is the System Log accessible through the web interface:
http://doc.otrs.org/2.3/en/html/x1243.html
and then there is probably a whole host of debugging options in the source and text configuration files. I am not terribly familiar with them.
Austin