Error (empty) e-mail body in osticket

ahmadmunir

Hello osticket,
I would like to ask about my error (empty) body response in osticket
This are my details setup :
osTicket Version v1.14.2
Web Server Software - Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips PHP/7.2.34
MySQL Version - 10.4.13
PHP Version - 7.2.34

Fetching from gmail inbox - already turn on 2steps verification and app password
Method fetching - cronjob api. success execute every 1 minute

The question is, before this the process all okay, no error (empty) in osticket. Suddenly it happened and no changes made before it happened and kinda weird.
No Error log return in apache httpd logs /php-error.log regarding the empty error.

My workaround is to test it using new osticket version v1.15.8 with same httpd version and php version.
The results still the same by showing an empty body. (refer attachments)

Looks forward for your assist, thank you

KevinTheJedi

ahmadmunir

What is the content of the email?

Cheers.

ahmadmunir

KevinTheJedi

this are the sample of our test email. below attached
any other email tested from another address and same short body also return empty

Delivered-To: gpkidev@gmail.com
Received: by 2002:a9f:2c49:0:0:0:0:0 with SMTP id s9csp5331931uaj;
Mon, 23 May 2022 21:46:22 -0700 (PDT)
X-Google-Smtp-Source: ABdhPJzORQCDuZLg/7KDw3Yyczcxh71PysZXe0kHMzkZZMHAs7IRq/tR5cHDMv9WPy5jdAAlHSjt
X-Received: by 2002:aa7:c506:0:b0:42a:b067:cbe7 with SMTP id o6-20020aa7c506000000b0042ab067cbe7mr26944383edq.4.1653367582269;
Mon, 23 May 2022 21:46:22 -0700 (PDT)
ARC-Seal: i=2; a=rsa-sha256; t=1653367582; cv=pass;
d=google.com; s=arc-20160816;
b=clwwq2rxDW87xlSI0cRjQ6xx8fKVrug4GmQB0PnHppvXDgVnnXmsgboCuSuXgBmy5X
j9nD6RjOB6QapZGeoddpBVXXYqxz6sw7x2P95rSzzS57y18SrAO0AWOygtXvcZkX8eMk
2VMBsJJ69cvc8dci3TZdyroCF1DAaYnks3Slo1dUagIWzkMtnOV4QF1PonrDQlf83JZs
/74sNraW5+l49htXIt0ukmxDhq5xBNuqf6Bxpm00WMmC45m5Z78gcj4ZukV5bKNouz2Z
3xyoRrRwSwub+HMjp5Rvb2IyD9afo73viXqWrbL1zjMjLAhpS+trKaYz9b7BdzuKcOin
GOag==
ARC-Message-Signature: i=2; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816;
h=mime-version:suggested_attachment_session_id:content-language
:accept-language:message-id:date:thread-index:thread-topic:subject
:to:from:dkim-signature;
bh=Y1gXJQ1sAKNKyXc8Fw9mDm5TBjTrxHzQsu4XZw4kOD8=;
b=wzrKpjgUbPLjAqL+8C/FlKN6HngwcDls+r3RA9gyrY7z0qKrG5zh5vYCItY4TfLIMy
3khWSE5ZeI0ott8LuOtRyShED7+iaeYor1llbV7Bb+YIe92Mf1ZyXqCRwhxJmSA9/k4m
TYG36nj6W6/COG4MP++qikESseMT6QL+IyaGMQvaNLhzbN2E6R8Lp9wbBIbIYYlzwkTN
3WMJjIR7L/uCGUGiIg/GwbHfUuehBPHHIap4dfxjmpFrIBfgHBNIL0jthFFI8YbXPi2/
SNJ96IJz3vxkTA1e7r1Ske3plfbzGWuDXyinT8JOxbya5WkPa2piKjhEldQgoy2Sj9dK
N+HA==
ARC-Authentication-Results: i=2; mx.google.com;
dkim=pass header.i=@outlook.com header.s=selector1 header.b=bmscXB4W;
arc=pass (i=1);
spf=pass (google.com: domain of adreenax@outlook.com designates 2a01:111:f400:feab::815 as permitted sender) smtp.mailfrom=adreenax@outlook.com;
dmarc=pass (p=NONE sp=QUARANTINE dis=NONE) header.from=outlook.com
Return-Path: adreenax@outlook.com
Received: from APC01-SG2-obe.outbound.protection.outlook.com (mail-sgaapc01olkn20815.outbound.protection.outlook.com. [2a01:111:f400:feab::815])
by mx.google.com with ESMTPS id hd17-20020a170907969100b006efdae095adsi20387413ejc.954.2022.05.23.21.46.21
for gpkidev@gmail.com
(version=TLS1_2 cipher=ECDHE-ECDSA-AES128-GCM-SHA256 bits=128/128);
Mon, 23 May 2022 21:46:22 -0700 (PDT)
Received-SPF: pass (google.com: domain of adreenax@outlook.com designates 2a01:111:f400:feab::815 as permitted sender) client-ip=2a01:111:f400:feab::815;
Authentication-Results: mx.google.com;
dkim=pass header.i=@outlook.com header.s=selector1 header.b=bmscXB4W;
arc=pass (i=1);
spf=pass (google.com: domain of adreenax@outlook.com designates 2a01:111:f400:feab::815 as permitted sender) smtp.mailfrom=adreenax@outlook.com;
dmarc=pass (p=NONE sp=QUARANTINE dis=NONE) header.from=outlook.com
ARC-Seal: i=1; a=rsa-sha256; s=arcselector9901; d=microsoft.com; cv=none; b=VUudCAhXNngTLYtq4KonoWzzYEqWM1ygLE54/+aVB1amB3wrO6/oG4Qtj8C1zGPoooq9f+JSHnX6jgLWQkv78GE6BWjR9MhR3LYWDqRPAYRVPp63oLDGeYxOWSog8BlUvqeCPAsCxEwCW2WO7HU8d6vQ4BYoai9G4rVDCBI8tjQaDTA3FjOHHMMlUfo7OxzYSs0UweVb9DYhDOQt65e9dKL1Bb4LFHno8zQ+ToWRC5yNtKGUjk0C32qMwuXDCUX5pI3Efxou7D6r3I2JY2qwkq5+z9aArCNheYWoYQlSjfBRwNVRtPK9rKw/0iNCO5WvJQ0qNNN2gX73QA9JfnrVlQ==
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=microsoft.com; s=arcselector9901; h=From😃ate:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-AntiSpam-MessageData-ChunkCount:X-MS-Exchange-AntiSpam-MessageData-0:X-MS-Exchange-AntiSpam-MessageData-1; bh=Y1gXJQ1sAKNKyXc8Fw9mDm5TBjTrxHzQsu4XZw4kOD8=; b=DfBTnamwGW+cFoLAYLXUvQJfmzI4FERgwhGUURDCro10+t1e/H1F/GVPBljwU99RVBwVAW00WcDouIB6PtRmfxURM7NKwHCwIaM3G7MBmCpAZsA+dPSIujYdQwEWfelc1iEio4XzizVIJHKpg+pfWCEcdyCBZZPCiDlM4GC4eQp63aVitJIX8AnsrGzrLWfHaAbBd73nIiV+ci+MsDpHfTNqo2IU3c+YCloHnDTLeHUmhGWtT/KPlZ5fDUV2t8Za9bV9yb6quIQsY1DXp9JnWEZ7XsYJtaB8RpNY7jCHp5J5fgT1l2aKVSv453pCiS5yXCNrxPtHSi1e3e5LZai6hg==
ARC-Authentication-Results: i=1; mx.microsoft.com 1; spf=none; dmarc=none; dkim=none; arc=none
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=outlook.com; s=selector1; h=From😃ate:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-SenderADCheck; bh=Y1gXJQ1sAKNKyXc8Fw9mDm5TBjTrxHzQsu4XZw4kOD8=; b=bmscXB4WPu7B5o/Ya3pFhiTOm8zCohag7dJcLG4FGpC8xV5C0+0AuQUCB93P89gPTdcdz6CeOdd2BJrIRDiFoBv9FrO3wJHUgS3KJRz30JiSh/G6dllawK4oOaS9a9QmWl6XPp95/fUqEO8WxEO4/shs8Y4/HsI1GnYv7vm3AaqKWNpUy6dgj86Dw+Xk5brjog7JzRDwhojSEtwcuMy7Y2G/FADbRmrhgcSsL++bioataW1UzUXQFj7LQJ9g/NwCb2WLthOP3tl1JWANRHSln8nyi/pDS5BNId9nuMXNlXeIpjSK5az/fN6EFt4b5zzoIig9r8vDl266/tcu41xBYg==
Received: from TYZPR04MB4415.apcprd04.prod.outlook.com (2603:1096:400:28::6) by KL1PR0401MB5076.apcprd04.prod.outlook.com (2603:1096:820:86::9) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5273.15; Tue, 24 May 2022 04:46:19 +0000
Received: from TYZPR04MB4415.apcprd04.prod.outlook.com ([fe80::24a2:ce4d:8721:2294]) by TYZPR04MB4415.apcprd04.prod.outlook.com ([fe80::24a2:ce4d:8721:2294%7]) with mapi id 15.20.5273.023; Tue, 24 May 2022 04:46:19 +0000
From: nur adreena adreenax@outlook.com
To: "gpkidev@gmail.com" gpkidev@gmail.com
Subject: test
Thread-Topic: test
Thread-Index: AQHYbyk1qTrDESk9gESIKPl6F7pZ9Q==
Date: Tue, 24 May 2022 04:46:19 +0000
Message-ID: TYZPR04MB4415ECF960BE41C2FC7EC197DCD79@TYZPR04MB4415.apcprd04.prod.outlook.com
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-TNEF-Correlator:
suggested_attachment_session_id: 9c2e9ed2-cf5d-b573-89ed-873d61473769
x-tmn: [pEryc5HDeJJNoCewVeZcWdqoSV2LQbtH]
x-ms-publictraffictype: Email
x-ms-office365-filtering-correlation-id: 2f4cc729-016c-49ae-011a-08da3d40581d
x-ms-traffictypediagnostic: KL1PR0401MB5076:EE_
x-microsoft-antispam: BCL:0;
x-microsoft-antispam-message-info: OeO0xTDcmzelUTaIekvv/Qd2sGEvzh6feTWfbHLZ0P9GgqoMTs09cP6vCDAJKMYpc4d49bTEtRfgwaW3AAo5Ai6kIP16LfylT25atydvpFAsgP4r/MR/KDqzKhCaalTz4qemFeYKLcPPw9seSjB7f4uy12SriCLVp14JH4YeEK9Kx9i8lTK9zePstpNuIdHx8v+gajrAi0c8oQotpJI+nsCN5cilZa1xCc9aUiUodExtrSWfoLVX/8CBRXFlSZdVCAHgEDR1oAP0dFcsMIbJv3eWSedKVDD9AcJsttLAwYtsKhbrPgK9N4Owxi6sMFO7
x-ms-exchange-antispam-messagedata-chunkcount: 1
x-ms-exchange-antispam-messagedata-0: 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
Content-Type: multipart/alternative; boundary="000_TYZPR04MB4415ECF960BE41C2FC7EC197DCD79TYZPR04MB4415apcp"
MIME-Version: 1.0
X-OriginatorOrg: outlook.com
X-MS-Exchange-CrossTenant-AuthAs: Internal
X-MS-Exchange-CrossTenant-AuthSource: TYZPR04MB4415.apcprd04.prod.outlook.com
X-MS-Exchange-CrossTenant-RMS-PersistedConsumerOrg: 00000000-0000-0000-0000-000000000000
X-MS-Exchange-CrossTenant-Network-Message-Id: 2f4cc729-016c-49ae-011a-08da3d40581d
X-MS-Exchange-CrossTenant-originalarrivaltime: 24 May 2022 04:46:19.1374 (UTC)
X-MS-Exchange-CrossTenant-fromentityheader: Hosted
X-MS-Exchange-CrossTenant-id: 84df9e7f-e9f6-40af-b435-aaaaaaaaaaaa
X-MS-Exchange-CrossTenant-rms-persistedconsumerorg: 00000000-0000-0000-0000-000000000000
X-MS-Exchange-Transport-CrossTenantHeadersStamped: KL1PR0401MB5076

--000_TYZPR04MB4415ECF960BE41C2FC7EC197DCD79TYZPR04MB4415apcp
Content-Type: text/plain; charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

test123

--000_TYZPR04MB4415ECF960BE41C2FC7EC197DCD79TYZPR04MB4415apcp
Content-Type: text/html; charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

<html>
<head>
<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Diso-8859-=
1">
<style type=3D"text/css" style=3D"display:none;"> P {margin-top:0;margin-bo=
ttom:0;} </style>
</head>
<body dir=3D"ltr">
<div style=3D"font-family: Calibri, Arial, Helvetica, sans-serif; font-size=
: 12pt; color: rgb(0, 0, 0);" class=3D"elementToProof">
test123</div>
</body>
</html>

--000_TYZPR04MB4415ECF960BE41C2FC7EC197DCD79TYZPR04MB4415apcp--

KevinTheJedi

ahmadmunir

Try putting an actual message instead of just "test123".

Cheers.

KevinTheJedi

ahmadmunir

It might be due to ISO-8859-1 encoding. Try changing outlook to use Base64 and retest. I don't use outlook so you'll need to review the online guides.

Cheers.

ntozier

I use Outlook / o365
Content-Type: text/plain; charset="iso-8859-1"
It is not because of this character set, or I would have the same issue.

ahmadmunir

not only source from outlook display empty but all from gmail/webmail/hotmail also display the same.

trying to fix the mimeDecode.php by following this thread still not works.

do you have any advise?

ntozier

I would not advise trying to follow instructions from threads that are 4+ years old ... when you could just uprade.

ahmadmunir

Hello sorry for late response

Upgrade osticket is success and latest version 15.8 , and php version used is 7.4

However, the empty body is still appear from all source incoming emails

Is there any issue data in database that locked from incoming emails shows the body?

KevinTheJedi

ahmadmunir

No, there is not. The only place the body is saved is in the Thread Entry table. But if the UI is showing (empty) then there is a 99.99% chance that the relevant thread_entry record doesn't have the body either.

Cheers.

KevinTheJedi

ahmadmunir

By the way, I tested piping your email and the content shows up in my instance. Although, I am testing with 1.17.x that has a completely new mail library. So, I'd say your issue should be resolved once v1.17 stable is released and you upgrade to that.

Cheers.