Any action with a ticket causes errors

Discussion in 'Using your helpdesk' started by jfhicks1, Jul 19, 2012.

  1. jfhicks1

    jfhicks1 Member

    This just started happening earlier today and nothing has been changed on the helpdesk or the email server. Anytime we try to reply to a ticket, change owners, or update the ticket in any other way, we get an error. This is causing a lot of problems and we cannot update anything with these errors.

    here is the error:

    [User Error]: #0 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(438): SwiftMailer_Transport_StreamBuffer->readLine(6)
    #1 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(301): SwiftMailer_Transport_AbstractSmtpTransport->_getFullResponse(6)
    #2 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/EsmtpTransport.php(224): SwiftMailer_Transport_AbstractSmtpTransport->executeCommand('??.??', Array, Array)
    #3 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(356): SwiftMailer_Transport_EsmtpTransport->executeCommand('??.??', Array)
    #4 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(474): SwiftMailer_Transport_AbstractSmtpTransport->_streamMessage(Object(SwiftMailer_Message))
    #5 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(493): SwiftMailer_Transport_AbstractSmtpTransport->_doMailTransaction(Object(SwiftMailer_Message), 'it-helpdesk@sea...', Array, Array)
    #6 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(184): SwiftMailer_Transport_AbstractSmtpTransport->_sendTo(Object(SwiftMailer_Message), 'it-helpdesk@sea...', Array, Array)
    #7 /var/www/html/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Mailer.php(86): SwiftMailer_Transport_AbstractSmtpTransport->send(Object(SwiftMailer_Message), Array)
    #8 /var/www/html/__swift/library/Mail/class.SWIFT_Mail.php(631): SwiftMailer_Mailer->send(Object(SwiftMailer_Message))
    #9 /var/www/html/__modules/tickets/library/Ticket/class.SWIFT_TicketEmailDispatch.php(1145): SWIFT_Mail->SendMail(false, 1)
    #10 /var/www/html/__modules/tickets/library/Ticket/class.SWIFT_TicketEmailDispatch.php(291): SWIFT_TicketEmailDispatch->Dispatch(2, '<font face="Can...', 'test?????Ticket...', 'Seark IT', 'it-helpdesk@sea...', 'lcater@seark.ed...', '', Array, Array, '', '')
    #11 /var/www/html/__modules/tickets/library/Ticket/class.SWIFT_TicketPost.php(266): SWIFT_TicketEmailDispatch->DispatchStaffReply(Object(SWIFT_Staff), 'test?', false, 'it-helpdesk@sea...', Array)
    #12 /var/www/html/__modules/tickets/staff/class.Controller_Ticket.php(3262): SWIFT_TicketPost::CreateStaff(Object(SWIFT_Ticket), Object(SWIFT_Staff), 2, 'test', '', false, false, 'it-helpdesk@sea...')
    #13 [internal function]: Controller_Ticket->ReplySubmit('3844', 'inbox', '3', '-1', '-1', '0')
    #14 /var/www/html/__swift/library/MVC/class.SWIFT_Controller.php(335): call_user_func_array(Array, Array)
    #15 /var/www/html/__swift/library/Module/class.SWIFT_Module.php(164): SWIFT_Controller::Load(Object(SWIFT_Interface), Object(SWIFT_Module), Object(SWIFT_Router), false)
    #16 /var/www/html/__swift/library/class.SWIFT.php(765): SWIFT_Module->ExecuteController()
    #17 /var/www/html/__swift/library/class.SWIFT.php(919): SWIFT->Initialize()
    #18 /var/www/html/__swift/swift.php(154): SWIFT::GetInstance()
    #19 /var/www/html/staff/index.php(28): require_once('/var/www/html/_...')
    #20 {main}
    Connection to 172.30.0.90:25 Timed Out (library/class.SWIFT.php:768)
     
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi there,

    The main error here is "172.30.0.90:25 Timed Out", basically kayako attempted to send an email ( due to notifications on the actions your making tickets ) but it was unable to get a response from your mail server.

    I would double check your mail server, its likely its smtp engine has locked up or something like that. ( try using telnet to test it )

    Gary
     
  3. jfhicks1

    jfhicks1 Member

    We are planning to restart the exchange server this afternoon. We are going to do that and continue testing in the morning if it still gives us problems. Thank you for the quick reply like always!
     
  4. jfhicks1

    jfhicks1 Member

    Turns out the e-mail archiver was turned off and we didn't know it. It looks to be working fine now!
     
  5. Gary McGrath

    Gary McGrath Staff Member

    Glad you got it sorted :)

    Gary
     
  6. wtorresv

    wtorresv New Member

    Hi,
    I need your help, here is the error:

    [User Error]: #0 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(438): SwiftMailer_Transport_StreamBuffer->readLine(7)
    #1 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(301): SwiftMailer_Transport_AbstractSmtpTransport->_getFullResponse(7)
    #2 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/EsmtpTransport.php(224): SwiftMailer_Transport_AbstractSmtpTransport->executeCommand('??.??', Array, Array)
    #3 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(356): SwiftMailer_Transport_EsmtpTransport->executeCommand('??.??', Array)
    #4 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(474): SwiftMailer_Transport_AbstractSmtpTransport->_streamMessage(Object(SwiftMailer_Message))
    #5 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(493): SwiftMailer_Transport_AbstractSmtpTransport->_doMailTransaction(Object(SwiftMailer_Message), 'pqrsd@mintrabaj...', Array, Array)
    #6 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Transport/AbstractSmtpTransport.php(184): SwiftMailer_Transport_AbstractSmtpTransport->_sendTo(Object(SwiftMailer_Message), 'pqrsd@mintrabaj...', Array, Array)
    #7 /srv/www/pqrd/__swift/thirdparty/SwiftMailer/classes/SwiftMailer/Mailer.php(86): SwiftMailer_Transport_AbstractSmtpTransport->send(Object(SwiftMailer_Message), Array)
    #8 /srv/www/pqrd/__swift/library/Mail/class.SWIFT_Mail.php(631): SwiftMailer_Mailer->send(Object(SwiftMailer_Message))
    #9 /srv/www/pqrd/__modules/tickets/library/Ticket/class.SWIFT_TicketEmailDispatch.php(1145): SWIFT_Mail->SendMail(false, 0)
    #10 /srv/www/pqrd/__modules/tickets/library/Ticket/class.SWIFT_TicketEmailDispatch.php(434): SWIFT_TicketEmailDispatch->Dispatch(2, '<font face="Can...', 'CRISTINA VANESS...', 'Ministerio del ...', 'pqrsd@mintrabaj...', 'vanrod898@hotma...', '', Array, Array, '', '')
    #11 /srv/www/pqrd/__modules/tickets/library/Ticket/class.SWIFT_Ticket.php(4553): SWIFT_TicketEmailDispatch->DispatchAutoresponder('', Array)
    #12 /srv/www/pqrd/__modules/tickets/library/Ticket/class.SWIFT_Ticket.php(639): SWIFT_Ticket->DispatchAutoresponder()
    #13 /srv/www/pqrd/__modules/tickets/client/class.Controller_Submit.php(1041): SWIFT_Ticket::Create('SOLICITUD DE CE...', 'CRISTINA VANESS...', 'vanrod898@hotma...', 'Bogot??, Octubr...', 34, '1', '1', '1', '12529', 0, 1, 2, 1, '', 0, true)
    #14 /srv/www/pqrd/__swift/library/MVC/class.SWIFT_Controller.php(335): Controller_Submit->Confirmation()
    #15 /srv/www/pqrd/__swift/library/Module/class.SWIFT_Module.php(164): SWIFT_Controller::Load(Array, Array)
    #16 /srv/www/pqrd/__swift/library/class.SWIFT.php(765): SWIFT_Module->ExecuteController()
    #17 /srv/www/pqrd/__swift/library/class.SWIFT.php(919): SWIFT->Initialize()
    #18 /srv/www/pqrd/__swift/swift.php(154): SWIFT::GetInstance()
    #19 /srv/www/pqrd/index.php(28): require_once('/srv/www/pqrd/_...')
    #20 {main}
    Connection to 10.158.86.166:25 Timed Out (library/class.SWIFT.php:768)
     
  7. Gary McGrath

    Gary McGrath Staff Member

    Hi there,

    This looks like you have the same issue, the connection to your mail server is timing out. Check your settings for SMTP to ensure they are correct, and then check your mail server and make sure it is working as expected.

    Gary
     

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