So you're basically saying when a ticket is rejected it's not deleted? Can you post a screenshot of your Fetch settings for the system email?
Cheers.
Reject Action filter: API Error (403) Ticket denied and mail not deleted
- Edited
Yes, when a ticket by email is rejected by a Filter the relative email is not deleted from the mailbox and some warnings/errors appears
As I said other tickets, even with others filters active (to set Department based on email address for example), are working as expected and the emails are deleted from the mailbox.
As an added information:
The following is the cron log when the API error (403) appears in the System Logs Dashboard
(403) Ticket denied
PHP Fatal error: Uncaught Error: Call to undefined method osTicket\Mail\Fetcher::getHost() in /var/www/html/include/class.mailfetch.php:105
So we've tried to comment out the above line and then the cron log only reports
(403) Ticket denied
and the following message appears in the System Logs Dashboard
Mail Fetcher Excessive errors processing emails for 1/2. Please manually check the inbox.
I guess the point is:
why this Mail Fetcher Error occurs only when the Reject filter is applied?
Thank you
Thank you for reporting this error. We can confirm that it is an error in how we are handling rejections. We will work to provide a patch and it will be included in the next release.
Cheers.
25 days later
- Edited
Hello,
I updated our system to the new version 1.17 on Friday and the same problem. Email are not retrieved unfortunately. We also use PHP8.0 because PHP8.1 does not work with the LDAP plugin yet.
a month later
Hello there,
Unfortunately, the problem still exists with the API error 403. For us, the error occurs when certain e-mails are in the mailbox ready for pickup. Does anyone have an idea what to do?
We did address this however it appears certain cases still make logs for some reason. We will look into this.
Cheers.
- Edited
Thank you very much! I hope the problem can be solved. If there is anything you want me to test, feel free to let me know.
UPDATE:
When I remove certain email from the mailbox (manually), retrieving the email works again. Is this possibly related to the Ban Filter system? If I delete the filters, it works. However, these filters are needed.
i hope that can help you:
- Edited
Here is the fix:
We initially though it was due to POP3 which is why I asked but quickly realized it's a PHP issue.
Cheers.
- Edited
KevinTheJedi Thank you for the information! 
UPDATE:
Unfortunately it does not work with POP3 either. As soon as the one email address is in the block list.
You need to apply the above changes. We applied this in our hosting platform and the issues were resolved.
Cheers.
What changes are you talking about? I changed it from IMAP to POP3 and the problem persists. I do not know what else to do? Can you maybe explain it to me in short points?
The change I linked above is not included with v1.17.2 so you have to manually apply the changes I linked above.
Cheers.
a month later
Kevin,
I was able to apply the php updates manually (hoping I did them correctly)
The email fetch still doesn't seem to be working.
I'm wondering what I could've missed? I've rebooted the server, as well as manually run the cron (we use auto)
It's entirely possible that I missed something or performed a task 'out of order'
There are a few emails stuck in the inbox, but no longer any errors with incorrect addresses or banlist problems.
Any suggestions?
I would recommend moving the mail out of the folder and test some new mail. Do you see anything in your system logs? Can you run cron manually to see if it spits out any errors?
Cheers.
Kevin,
Thank you for the quick reply.
So, I've removed the emails. Ran the cron manually and no dice, rebooted server as well for the heck of it.
Additionally and interestingly, it's not loading any new errors in the log.
I've also actually removed the banlist entry and put the original php files back into place.
Additionally with no luck on the emails. I'm thoroughly confused now as to why emails will not pull through.
There's got to be something stuck in somewhere, but I can't seem to locate it.