Since a few feeks, I have a strange issue now. The E-mails which are sent in to create new tickets, are being processed, yet I get at least two E-mails back, one with the proper new ticket, and another one, which has a ticket ID which doesn't exist, and if I click the link mentioned in there, it sends me to a totaly different ticket, which was already existing before.
Does someone has an idea how to track the mail processing properly to figure out what happens there?
Thank you in advance.
Best regards
Sebastian

@crusader

Do you have Email Fetching Enabled and Fetch On Auto-Cron enabled? If so you will need to disable the Auto-cron setting.

Cheers.

    also
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    Environment details? (see Admin panel -> Dashboard -> Information)

    a month later

    KevinTheJedi Thank you for your response, I've disabled Fetch On Auto-Cron, but now I don't get any tickets via E-mail at all anymore. Any idea why?

      I think I found it, but the issue is still the same. The tickets are created twice, once with the correct link and one time with a link to an existing ticket, which makes no sense at all.
      Any way to follow the trace somehow, some logs or some trace option?

      KevinTheJedi I did, it was just set to 10 minutes, I'm not sure if I didn't waited long enough but after manually executing the command it worked, still as mentioned before, the same issue, so that didn't solve my problem :-(

          crusader

          I can’t tell if you have a corrupted database or if it’s a code bug. You need to setup a separate instance with a clean database and files and test your issue to see if it’s code related or corrupted database issue.

          Cheers.

            Already did the upgrade to 1.16.x today, that's the reason why it took so long to respond to the last suggestion.
            I've checked with a few tickets, seems the E-mails are being processed, yet the tickets are not being created or directed to another department. Anyhow, using the link of the E-mail send as response to the processing, sends me on a wild goose chase for a ticket which isn't the one newly created. Is there no way to trace what's being done with the E-mail?

            Found some more details in the sys log now, yet it's not very specific:
            osTicket is having trouble fetching emails from the following mail account: User: ticket Host: exchange Error: TLS/SSL failure for exchange: SSL context failed 20 consecutive errors. Maximum of 5 allowed This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes

            The strange thing is though, that the E-mails are being processed somehow, at least they are being moved to the Archive location which I defined in the E-mail config. How is that possible when the E-mail server is supposedly having connection issues?

            Any chance that you have more than one cron job running trying to collect emails?

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