tickets not created from email (Randomly)

jnyunt

Hi Guys,
I updated our tickets system to v1.17 over the weekend. I got users reported that they are not getting any tickets. I setup
the system, so osticket moves the ticket to folder called "readEmail" after fetching the email. I could see the emails in the "readEmail" folder but some of the email didn't create the tickets. I am not sure where I can start to troubleshoot. I had a look at the post "https://forum.osticket.com/d/90177-some-email-not-creating-tickets", but didn't help. My system is

v1.17 and running CentOs Stream 8, php version is 8.0.20, mysql version : 8.0.21.

Thanks
James

jnyunt

Hi Guys,

I looked deeper into database and found that tickets were created but it was not showing in the web GUI. I checked the email subject (ost_ticket__cdata.subject) and found that tickets were created and they have ost_ticket.number . For example, you can see as below but I couldn't search or see that ticket in web GUI. Can someone guide me to troubleshoot please ?

+---------------------+-----------+--------+---------+
| created | ticket_id | number | subject |
+---------------------+-----------+--------+---------+
| 2022-10-31 14:40:11 | 83204 | 848149 | Testy |
+---------------------+-----------+--------+---------+

KevinTheJedi

jnyunt https://docs.osticket.com/en/latest/Admin/Agents/Agents.html#agent-access

jnyunt

Thanks Kevin, Not sure why it happened after upgrading to 1.17 version. It was access issues. Each departments has its own email address. So when email comes to department email address , it automatically assigned to correct department. But after upgrade, some tickets were assigned to default help topic. So users couldn't see those tickets in their own department. I now created the help topic for each department and assign them to each email address.
Thanks