And.
“Auto-Reply/New Ticket” is not the correct setting, I instead need to set “Auto-Reply”!
I was overlooking something stupidly simple. Now to go back and rebuild all my other configurations.
Rob
(annoyed at wasting 3-4 days bug fixing this)
From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 15:52
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
I have confirmed I can manually telnet to the SMTP server, submit a message and see it delivered, from the command line of the OTRS frontend.
I have confirmed on the mailserver logs that no email is attempted to be sent by the OTRS system for a new ticket.
I have confirmed that notifications, alerts, outbound emails etc from the OTRS are fully functional, and follow the expected mail flow path.
I have a simple autoresponse (2 lines of text and a subject) configured, type “default auto reply/new ticket”.
It is allocated to multiple queues as the ‘new ticket’ option.
I have a mail account, sorting ‘by queue’, dumping all incoming email into one of those queues that are set to auto reply.
To my understanding, that should be all that is required? I’m not overlooking anything simple?
Cheers
Rob.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Rob Shears
Sent: 01 December 2015 15:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
Uninstalled more packages. Now only have:
iPhoneHandle 4.0.2 OTRS AG The iPhoneHandle Package. installed Uninstall Reinstall
SystemMonitoring 4.0.2 OTRS AG Basic mail interface to System Monitoring Suites. Al... installed Uninstall
TimeAccounting 4.0.1 OTRS AG A Time Registration Module. installed Uninstall
Znuny4OTRS-Repo 2.0.18 Znuny GmbH Enables Znuny4OTRS repos to install and upgrade pack... installed Uninstall
These installed and manually deleted all the remaining dynamic fields, finally got rid of the field configuration invalid error.
Unfortunately, the system still will not auto-reply to new tickets! I am at a loss now. It is as barebones as I can really make it, still it won’t reply to a new ticket automatically.
If you have any ideas for further investigations, please advise.
Cheers
Rob.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Rob Shears
Sent: 01 December 2015 14:37
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
Uninstalled almost all additional modules from OTRS. No ITSM, no KIX, no SystemMonitoring.
Used GUI to delete all dynamic field definitions (the uninstall didn’t clear them).
|
Tue Dec 1 14:34:56 2015 |
notice |
OTRS-CGI-99 |
Response::Agent: 0s taken (URL:Action=AgentTicketPhone&Subaction=StoreNew:root@localhost) |
|
Tue Dec 1 14:34:56 2015 |
error |
OTRS-CGI-99 |
LINE428 HASH(0x7f2ebff086f0) backend The field configuration is invalid |
|
Tue Dec 1 14:34:56 2015 |
error |
OTRS-CGI-99 |
LINE428 HASH(0x7f2eba2b4c68) backend The field configuration is invalid |
|
Tue Dec 1 14:34:56 2015 |
info |
OTRS-CGI-99 |
New Ticket [2015120199000174/manual phone ti] created (TicketID=112,Queue=CEO::CTO::Operations::TRIAGE,Priority=3
Norma |
Same error, same location.
Anyone able to point me in another direction as to why the dynamic field check will be failing and causing the autoreply to not work?
Cheers
Rob.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Rob Shears
Sent: 01 December 2015 11:28
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
Further digging indicated that my ITSMImpact Dynamic Field was not ‘working properly’. Adding the field to the AgentTicketPhone and trying to choose a value while creating a new ticket, the dropdown list was
empty. Further, no value for this field was written to the database on ticket creation. The settings, values and definitions of the dynamic field look fine.
Dynamic Field for ITSMCriticality is working okay (Dropdown displays fine, selection written to db).
I have reinstalled the assorted ITSM packages (ITSMCore, GeneralCatalog, ImportExport, 4.0.14) and this has not fixed the errors encountered.
Still no auto-reply, still the same two ‘field configuration invalid’ errors from the same spot when logging a new ticket.
Anyone got any other troubleshooting ideas?
Cheers
Rob.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Rob Shears
Sent: 01 December 2015 09:23
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
It doesn’t seem to matter if the ticket is raised via email, or manually, the system log reports the same failure. So I’m now fairly sure whatever the root cause of this failure is, is the reason my auto-reply
no longer works. Whether the reply has OTRS fields or not doesn’t make a difference. New Queue, New Reply, still not working.
Anyone got any ideas? I’ve added the HASH and LINE428 to the output error message just to assist in determining what particular section was generating this error message and it is definitely the dynamic field
check of backend.pm.
|
Tue Dec 1 09:16:43 2015 |
notice |
OTRS-CGI-99 |
Response::Agent: 1s taken (URL:Action=AgentTicketPhone&Subaction=StoreNew:root@localhost) |
|
Tue Dec 1 09:16:43 2015 |
error |
OTRS-CGI-99 |
LINE428 HASH(0x7fd5d36ebbc0) backend The field configuration is invalid |
|
Tue Dec 1 09:16:43 2015 |
error |
OTRS-CGI-99 |
LINE428 HASH(0x7fd5c0bf2b58) backend The field configuration is invalid |
|
Tue Dec 1 09:16:43 2015 |
info |
OTRS-CGI-99 |
New Ticket [2015120199000021/test, manually ] created (TicketID=97,Queue=CEO::CTO::Infrastructure,Priority=3 Normal,State=new) |
Any guidance here would be great.
Cheers
Rob.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Rob Shears
Sent: 30 November 2015 15:38
To: User questions and discussions about OTRS.
Subject: [otrs] AutoReply not functioning
So I’ve been doing lots of configs, and something I’ve done, somewhere along the line, has disabled auto-replies.
OTRS 4.x
CentOS 7.x
MSSQL Backend (fully functional, I know it is not supported!)
I have a queue (Q1) that receives all messages from a postmaster mail account (MAIL1) via POP3.
The ticket is created successfully.
There is an autoreply set on this queue, which is never submitted to the mail server (whether SMTP, SendMail or anything else, there is no attempt made to send this message at the MTA level).
I can reply, respond etc fine from the ticket itself, OTRS is working as far as emails go, except the autoresponse.
Notably (probably of relevance), when the email is picked up, an error is thrown:
ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 30 14:40:03 2015
Message: The field configuration is invalid
Traceback (6328):
Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426
Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158
Module: Kernel::System::EventHandler::EventHandler Line: 226
Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401
Module: Kernel::System::Ticket::ArticleCreate Line: 195
Module: Kernel::System::PostMaster::NewTicket::Run Line: 564
Module: Kernel::System::PostMaster::Run Line: 368
Module: Kernel::System::MailAccount::POP3::Fetch Line: 216
Module: Kernel::System::MailAccount::MailAccountFetch Line: 441
Module: main::Fetch Line: 171
Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85
Through some astute reading, I know this error is triggered from line 426 (actually from ln428) of the backend.pm file, but that doesn’t help me narrow down the cause. Stepping through these other files hasn’t led me to the answer, except
to be fairly convinced it is the problem.
Dynamic fields defined in the system include, (source module) name of field:
(KIX4OTRS) KIXFAQEntry
(?) ProcessManagementProcessID
(?) ProcessManagementActivityID
(ITSMCore) ITSMCriticality
(ITSMCore) ITSMImpact
(SystemMonitoring) TicketFreeText1
(SystemMonitoring) TicketFreeText2
(SystemMonitoring) ArticleFreeText1
Invalidating some of these fields makes no difference, the error occurs. Probably no surprise there, if it needs the field, it needs the field.
I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference.
What could be causing auto-replies to not be generated? What other investigative paths should I take? I am hitting a brick wall here, I can’t see anything wrong with the configs except the error about dynamic fields but I cannot be even
sure that is related. The auto-response is simple, plain text, doesn’t even use any OTRS fields during the testing I am doing.
Any advice, guidance or direction on restoring the missing auto-reply functionality would be great!
Cheers
Rob Shears.