Issue with Ticket Reception and Email Sending in Znuny

Hello,

I am experiencing an issue with my Znuny/OTRS setup on a Linux server. Since yesterday morning, we are not receiving any tickets, and there are errors in the system logs.

I apologize in advance for my English, which is not very good.

Here are the details of the issue:

Context:
Znuny Version: 6.0000
Operating System: Linux
Email Configuration: SMTPTLS configured

Observed Errors:

Tue Aug 6 08:24:15 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-20Error while retrieving the messages 'IMAPS': Could not select:
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-20CommunicationLog(ID:2456346,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:2848860)::Kernel::System::MailAccount::IMAPS => OAuth2 token could not be retrieved.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-20Error requesting token by refresh token for token config with ID 1.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-20Response for request for token config with ID 1 and request type 'TokenByRefreshToken' was not '200 OK'.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-20Can't perform POST on https://login.microsoftonline.com/organ ... v2.0/token: 401 Unauthorized
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20There was an error executing Execute() in Kernel::System::Console::Command::Maint::Email::MailQueue: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-20 Perl: 5.34.0 OS: linux Time: Tue Aug 6 12:24:13 2024
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20CommunicationLog(ID:2456345,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:2848859)::Kernel::System::MailQueue => Temporary problem returned from server, requeuing message for sending. Message: SMTPCode: -, ErrorMessage: OAuth2 token for config with name 'OAuth2 - main' could not be retrieved.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20CommunicationLog(ID:2456345,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:2848859)::Kernel::System::MailQueue => Message could not be sent! Error message: OAuth2 token for config with name 'OAuth2 - main' could not be retrieved.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20CommunicationLog(ID:2456345,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:2848859)::Kernel::System::Email => Error sending message using backend 'Kernel::System::Email::SMTPTLS'.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20Error requesting token by refresh token for token config with ID 1.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20Response for request for token config with ID 1 and request type 'TokenByRefreshToken' was not '200 OK'.
Tue Aug 6 08:24:13 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20Can't perform POST on https://login.microsoftonline.com/organ ... v2.0/token: 401 Unauthorized
Tue Aug 6 08:23:18 2024 (America/New_York)errorOTRS-otrs.Console.pl-Maint::Email::MailQueue-20There was an error executing Execute() in Kernel::System::Console::Command::Maint::Email::MailQueue: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-20 Perl: 5.34.0 OS: linux Time: Tue Aug 6 12:23:13 2024

Error Comunidations :
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:25:14 (America/New_York)06.08.2024 08:25:15 (America/New_York)1 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:25:13 (America/New_York)06.08.2024 08:25:14 (America/New_York)1 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:24:13 (America/New_York)06.08.2024 08:24:13 (America/New_York)0 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:24:13 (America/New_York)06.08.2024 08:24:15 (America/New_York)2 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:23:13 (America/New_York)06.08.2024 08:23:13 (America/New_York)0 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:23:13 (America/New_York)06.08.2024 08:23:15 (America/New_York)2 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:22:13 (America/New_York)06.08.2024 08:22:15 (America/New_York)2 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:22:12 (America/New_York)06.08.2024 08:22:13 (America/New_York)1 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:21:13 (America/New_York)06.08.2024 08:21:14 (America/New_York)1 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:21:12 (America/New_York)06.08.2024 08:21:13 (America/New_York)1 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:20:13 (America/New_York)06.08.2024 08:20:13 (America/New_York)0 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:20:13 (America/New_York)06.08.2024 08:20:15 (America/New_York)2 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:19:13 (America/New_York)06.08.2024 08:19:15 (America/New_York)2 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:19:12 (America/New_York)06.08.2024 08:19:13 (America/New_York)1 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:18:13 (America/New_York)06.08.2024 08:18:14 (America/New_York)1 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:18:12 (America/New_York)06.08.2024 08:18:13 (America/New_York)1 s
Email
outlook.office365.com / support-zap@solti.ca (IMAPS)06.08.2024 08:17:13 (America/New_York)06.08.2024 08:17:15 (America/New_York)2 s
Email
outlook.office365.com / support@solti.ca (IMAPS)06.08.2024 08:17:12 (America/New_York)06.08.2024 08:17:13 (America/New_York)1 s
Email
SMTPTLS06.08.2024 08:16:16 (America/New_York)06.08.2024 08:23:15 (America/New_York)419 s

Troubleshooting Attempts:
I checked and updated the configuration of Daemon::SchedulerTaskWorker::NotificationRecipientEmail in the system to ensure a valid email address is used.
I tried stopping and restarting the Znuny/OTRS services with the following commands:
sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop
sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start

However, the error persists and emails are still not being sent properly.

I would appreciate any help in diagnosing and resolving this issue. Thank you in advance for your assistance!

Best regards,

Tristan

Statistics: Posted by Solti — 06 Aug 2024, 14:26 — Replies 0 — Views 26

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