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znuny / Znuny

Znuny/Znuny LTS is a fork of the ((OTRS)) Community Edition, one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.
https://www.znuny.org
GNU General Public License v3.0
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Bug - znuny won't accept a mail #497

Open hildeb opened 9 months ago

hildeb commented 9 months ago

Environment

Expected behaviour

I expect znuny to accept the mail, but this might be a case of garbage-in, garbage-out.

Actual behaviour

Mail is not being accepted with a temporary error code.

How to reproduce

Steps to reproduce the behavior:

pipe mail into znuny: cat mail.txt |/opt/otrs/bin/otrs.Console.pl Maint::PostMaster::Read --untrusted

Additional information

[mail.txt](https://github.com/znuny/Znuny/files/12708073/mail.txt)

Screenshots

hildeb commented 9 months ago

The backtrace was not transmitted :( Here it is again:

$ cat mail.txt |/opt/otrs/bin/otrs.Console.pl Maint::PostMaster::Read --untrusted
[Sun Sep 24 10:02:33 2023] otrs.Console.pl: DBD::mysql::db do failed: Incorrect string value: '\xED\xA0\xBC\xED\xBC\x9F...' for column 'a_body' at row 1 at /opt/znuny-6.5.4/Kernel/System/DB.pm line 497.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: Incorrect string value: '\xED\xA0\xBC\xED\xBC\x9F...' for column 'a_body' at row 1, SQL: '
            INSERT INTO article_data_mime (
                article_id, a_from, a_reply_to, a_to, a_cc, a_bcc, a_subject, a_message_id,
                a_message_id_md5, a_in_reply_to, a_references, a_content_type, a_body,
                incoming_time, content_path, create_time, create_by, change_time, change_by)
            VALUES (
                ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, '2023-09-24 10:02:33', ?, '2023-09-24 10:02:33', ?
            )
        '

 Traceback (2271086): 
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleCreate Line: 402
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 575
   Module: Kernel::System::PostMaster::Run Line: 434
   Module: (eval) Line: 123
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 105
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: CommunicationLog(ID:3032978,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Message,ObjectLogID:3983118)::Kernel::System::PostMaster::NewTicket => Can't process email with MessageID <<564bddd4687a1ae3f93de32cddabc0d4@www.charite.de>>! Please create a bug report with this email (From: "Charité – Universitätsmedizin Berlin" <noreply@charite.de>, Located under var/spool/problem-email*) on https://github.com/znuny/Znuny/issues/new/choose !

 Traceback (2271086): 
   Module: Kernel::System::CommunicationLog::_LogError Line: 535
   Module: Kernel::System::CommunicationLog::ObjectLog Line: 303
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 586
   Module: Kernel::System::PostMaster::Run Line: 434
   Module: (eval) Line: 123
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 105
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: Need Value!

 Traceback (2271086): 
   Module: Kernel::System::Cache::Set Line: 204
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::Base::_ArticleContentPathGet Line: 340
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageFS::ArticleDeleteAttachment Line: 190
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageFS::ArticleDelete Line: 103
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleDelete Line: 1029
   Module: Kernel::System::Ticket::TicketDelete Line: 780
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 604
   Module: Kernel::System::PostMaster::Run Line: 434
   Module: (eval) Line: 123
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 105
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

[Sun Sep 24 10:02:33 2023] otrs.Console.pl: Use of uninitialized value $ContentPath in concatenation (.) or string at /opt/znuny-6.5.4/Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorageFS.pm line 191.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: Need Value!

 Traceback (2271086): 
   Module: Kernel::System::Cache::Set Line: 204
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::Base::_ArticleContentPathGet Line: 340
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageFS::ArticleDeletePlain Line: 144
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageFS::ArticleDelete Line: 109
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleDelete Line: 1029
   Module: Kernel::System::Ticket::TicketDelete Line: 780
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 604
   Module: Kernel::System::PostMaster::Run Line: 434
   Module: (eval) Line: 123
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 105
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

[Sun Sep 24 10:02:33 2023] otrs.Console.pl: Use of uninitialized value $ContentPath in concatenation (.) or string at /opt/znuny-6.5.4/Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorageFS.pm line 145.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: Need Value!

 Traceback (2271086): 
   Module: Kernel::System::Cache::Set Line: 204
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::Base::_ArticleContentPathGet Line: 340
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::Base::_ArticleDeleteDirectory Line: 275
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageFS::ArticleDelete Line: 115
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleDelete Line: 1029
   Module: Kernel::System::Ticket::TicketDelete Line: 780
   Module: Kernel::System::PostMaster::NewTicket::Run Line: 604
   Module: Kernel::System::PostMaster::Run Line: 434
   Module: (eval) Line: 123
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 105
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

[Sun Sep 24 10:02:33 2023] otrs.Console.pl: Use of uninitialized value $ContentPath in concatenation (.) or string at /opt/znuny-6.5.4/Kernel/System/Ticket/Article/Backend/MIMEBase/Base.pm line 276.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: CommunicationLog(ID:3032978,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Message,ObjectLogID:3983118)::Kernel::System::Console::Command::Maint::PostMaster::Read => PostMaster module exited with errors, could not process email. Please refer to the log!

 Traceback (2271086): 
   Module: Kernel::System::CommunicationLog::_LogError Line: 535
   Module: Kernel::System::CommunicationLog::ObjectLog Line: 303
   Module: (eval) Line: 129
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 105
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: CommunicationLog(ID:3032978,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Message,ObjectLogID:3983118)::Kernel::System::Console::Command::Maint::PostMaster::Read => An unexpected error occurred, message: Could not process email. Please refer to the log!

 Traceback (2271086): 
   Module: Kernel::System::CommunicationLog::_LogError Line: 535
   Module: Kernel::System::CommunicationLog::ObjectLog Line: 303
   Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 161
   Module: (eval) Line: 461
   Module: Kernel::System::Console::BaseCommand::Execute Line: 455
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::Read-10 Perl: 5.34.0 OS: linux Time: Sun Sep 24 10:02:33 2023

 Message: No such TicketID (470426)!

 Traceback (2271086): 
   Module: Kernel::System::Ticket::TicketGet Line: 1303
   Module: Kernel::System::Ticket::Event::NotifyOnEmptyProcessTickets::Run Line: 73
   Module: Kernel::System::EventHandler::EventHandler Line: 224
   Module: Kernel::System::EventHandler::EventHandlerTransaction Line: 264
   Module: Kernel::System::ObjectManager::ObjectEventsHandle Line: 426
   Module: Kernel::System::ObjectManager::ObjectsDiscard Line: 474
   Module: Kernel::System::ObjectManager::DESTROY Line: 643
   Module: (eval) Line: 37
   Module: /opt/otrs/bin/otrs.Console.pl Line: 37
hanneshal commented 8 months ago

Hi @hildeb,

this seems to point to either a problem with the mail parser itself or with a malformed email.

Can you pass the mail to us using community@znuny.org and redact all sensitive information. Then we can check on that.

Thanks

hildeb commented 8 months ago

The mail is already attached to this error report! https://github.com/znuny/Znuny/files/12708073/mail.txt

hanneshal commented 8 months ago

The mail is already attached to this error report! https://github.com/znuny/Znuny/files/12708073/mail.txt

Ok, my bad. GH got it wrong. here it looks like this, and I simply did not recognized it.

image

Thanks, we will have a look.