-
Title
Email frozen or error messages in for emails in logs -
Description
Below is an example of when emails are frozen on the appliance:
Example:
[2013-09-03 11:01:07 -0400] KBOX [info] Helpdesk mail from unknown address: postmaster@domain.org
[2013-09-03 11:01:07 -0400] KBOX [info] Helpdesk mail from unknown address: postmaster@domain.org
[2013-09-03 11:01:08 -0400] KBOX [info] Helpdesk mail from unknown address: postmaster@domain.org
[2013-09-03 11:01:08 -0400] KBOX [info] Helpdesk mail from unknown address: postmaster@domain.org
[2013-09-03 11:01:09 -0400] KBOX [info] Helpdesk mail from unknown address: postmaster@domain.org
[2013-09-03 11:01:09 -0400] KBOX [info] Helpdesk mail from unknown address: postmaster@domain.orgOr the nightly email from Charlie Root reports forzen emails such as:
26h 1.8K 1VSLtO-000P9E-IH <> *** frozen ***
reporter@kbox.mydomain.com -
Cause
The most common cause of the error noted above is that the LDAP scheduled import notifications TO address is blank, however the errors can also be caused if there are notifications with a malformed or blank email addresses, ticket rules with mail to address blank or malformed, and/or scheduled reports with malformed or blank email addresses.
-
Resolution
Identify the cause of the issue and fix the email addresses. The Charlie Root email contains the name of the sender. This will help you identify the source of the emails:
- From reporter is an email sent by Notifications, Scheduled Reports, and LDAP Imports
- Reporting | Email Notifications
- Reporting | Scheduled Reports
- Settings | User Authentication | Edit | Alarm clock symbol | Recipient Address
- From Service Desk queue is an email sent by Ticket Rules and Tickets
- Service Desk | Configuration | Queue Name | Customize Fields and Layouts | Category CC
- Service Desk | Configuration | Queue Name | Customize Ticket Rules | Email Results field
- Service Desk individual tickets with CC field filled out with an invalid email address
Resave the page for the schedule that does not have a sender email address:
- Locate LDAP import schedule(s) that have no sender email address, click Settings | User Authentication.
- Click Edit Mode and then the Alarm clock symbol in the Server's row.
- Click the Edit symbol on the recipient field and clear the field.
- Click through the rest of the schedule wizard and click Save.
To quickly find all the LDAP Import Schedules without addresses in the recipient field use the following Report:
- Click Reporting | New Report (SQL).
- Add a title and catagory.
- Paste the following into the SQL query field:
Select ID,IM_CRON_ID,DESCRIPTION,CC_LIST,AUTH_SERVER_ID From USERIMPORT_SCHEDULE
Example output
'5', '57', 'User Import Schedule', 'admin@domain.com'', '13'
- From reporter is an email sent by Notifications, Scheduled Reports, and LDAP Imports