INVALID_MSGID Message-Id is not valid, according to RFC 2822

websafe

Hello,

I'm using osTicket:

./WHATSNEW.md:* issue: THIS_VERSION Utilize MAJOR_VERSION (5b4c512)
./bootstrap.php:define('THIS_VERSION', 'v1.17'); // Set by installer

with PHP 8.1.1.

I'm checking with https://www.mail-tester.com/ the emails sent from osTicket via Microsoft365, because some customers told me that our osTicket mail is landing in their SPAM folder.

Mail-tester shows a problem with the Message-ID in osTicket emails:

INVALID_MSGID	Message-Id is not valid, according to RFC 2822

So I checked the message source and there is something weird looking in the Message-Id header field:

Message-ID: =?UTF-8?Q?<BAT4ahY-a63Ka-AAAAAPoRAABxBQAATQm8HFi6-support@websafe.pl>?=

I don't think =?UTF-8?Q? and ?= should be there, right?

Same goes for the X-Mailer field:

X-Mailer: =?UTF-8?Q?osTicket=20Mailer?=

Is there something wrong on my side or is this a BUG?

KevinTheJedi

websafe

You should always stay un top of upgrades. This was addressed in previous versions. Please upgrade to v1.17.2 and upgrade any plugins and retest.

Cheers.

websafe

Upgrading solved the problem :-) I just upgraded maybe 2 weeks ago :-)

websafe

But after the upgrade (1.17 to 1.17.2) I keep getting random SMTP errors and some mails don't reach the recipient at all:

Unable to email via SMTP: [support@contoso.com](mailto:support@contoso.com) (tls://smtp.office365.com:587/SMTP) Cannot issue HELO to existing session

Will osTicket retry in this case or not?

I found a similar problem: https://github.com/osTicket/osTicket/issues/6226

KevinTheJedi

websafe

Seems like the session is already initiated but it's trying to HELO again. Very strange indeed.

Cheers.

websafe

KevinTheJedi Today the same problem "Cannot issue HELO to existing session". Many mails weren't sent out.

Will osTicket discard these mails or somehow try to resend them again? Can I tweak this somewhere?

KevinTheJedi

websafe

It does not retry from the system itself; we only try once. However if it's queued on the mailserver it's up to your mailserver to retry, etc.

Can you tweak what? You can tweak anything, the code is open source.

Cheers.