[otrs] Can not open S/MIME encrypted E-Mails

Mon, 08 Jul 2019 05:13:47 -0700 

Hi,

we are using OTRS 6.0.19 on Ubuntu 18.04.
We have currently the problem with S/MIME encrypted Mails. When an encrypted E-Mail is sent to our OTRS, we can not open the ticket and the correspondend Queue. That means when we try to open the new ticket, the browser loads the site till timeout. Also the server load gets up 10 times than on idle. 

Sending or receiving signed Mails works fine.
I've tried a complete new installation with the default configuration. On the Testinstallation receiving and decrypting S/MIME encrypted E-Mails is working without problems. So the certificates seems to be ok (we do not use self signed certificates).
This is what I get from the apache2 log, when I try to open the Queue with the ticket. 


# /var/log/apache2/error.log
[Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::System::EventHandler::EventHandler" at /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase.pm line 999. [Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::Run" at /opt/otrs/Kernel/System/EventHandler.pm line 223. [Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::System::TemplateGenerator::NotificationEvent" at /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 200. [Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::Output::HTML::Layout::Article::ArticleFields" at /opt/otrs/Kernel/System/TemplateGenerator.pm line 1001. [Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::Output::HTML::Article::MIMEBase::ArticleFields" at /opt/otrs/Kernel/Output/HTML/Layout/Article.pm line 66. [Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::Output::HTML::ArticleCheck::SMIME::Check" at /opt/otrs/Kernel/Output/HTML/Article/MIMEBase.pm line 140. [Mon Jul  8 13:18:46 2019] -e: Deep recursion on subroutine "Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate" at /opt/otrs/Kernel/Output/HTML/ArticleCheck/SMIME.pm line 302. [Mon Jul  8 13:20:08 2019] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Modules/AgentTicketQueue.pm line 190. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::System::EventHandler::EventHandler" at /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase.pm line 999. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::Run" at /opt/otrs/Kernel/System/EventHandler.pm line 223. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::System::TemplateGenerator::NotificationEvent" at /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 200. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::Output::HTML::Layout::Article::ArticleFields" at /opt/otrs/Kernel/System/TemplateGenerator.pm line 1001. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::Output::HTML::Article::MIMEBase::ArticleFields" at /opt/otrs/Kernel/Output/HTML/Layout/Article.pm line 66. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::Output::HTML::ArticleCheck::SMIME::Check" at /opt/otrs/Kernel/Output/HTML/Article/MIMEBase.pm line 140. [Mon Jul  8 13:20:42 2019] -e: Deep recursion on subroutine "Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate" at /opt/otrs/Kernel/Output/HTML/ArticleCheck/SMIME.pm line 302. 

The logs from otrs are in this case not very helpful.
This what I get from the apache2 log, when I delete the ticket with a GenericAgent-Job. 

# /var/log/apache2/error.log
Mon Jul  8 13:36:44 2019] -e: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`article_data_mime_attachment`, CONSTRAINT `FK_article_data_mime_attachment_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 469. 
ERROR: OTRS-CGI-10 Perl: 5.26.1 OS: linux Time: Mon Jul 8 13:36:44 2019
 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`article_data_mime_attachment`, CONSTRAINT `FK_article_data_mime_attachment_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)), SQL: '             INSERT INTO article_data_mime_attachment (article_id, filename, content_type, content_size,                 content, content_id, content_alternative, disposition, create_time, create_by, 
                change_time, change_by)
            VALUES (?, ?, ?, ?, ?, ?, ?, ?, '2019-07-08 13:36:44', ?, '2019-07-08 13:36:44', ?)' 

 RemoteAddress: x.x.x.x
 RequestURI: /otrs/index.pl?Action=AgentTicketZoom;TicketID=43048

 Traceback (806):
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageDB::ArticleWriteAttachment Line: 262    Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleWriteAttachment Line: 1135 
   Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 318
   Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields Line: 140 
   Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66
   Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001
   Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200
   Module: Kernel::System::EventHandler::EventHandler Line: 223
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate Line: 999 
   Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302
   Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields Line: 140 
   Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66
   Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001
   Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200
   Module: Kernel::System::EventHandler::EventHandler Line: 223
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate Line: 999 
   Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302
   Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields Line: 140 
   Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66
   Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001
   Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200
   Module: Kernel::System::EventHandler::EventHandler Line: 223
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate Line: 999 
   Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302
   Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields Line: 140 
   Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66
   Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001
   Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200
   Module: Kernel::System::EventHandler::EventHandler Line: 223
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate Line: 999 

Have someone an idea how to fix this?

Thanks in advance.

Kind regards

Kevin D


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