Email fetch missing attachments from few user mailID

tbaproeng

We have recently upgraded OSticket to the latest version and have added Oauth plugin for Microsoft mailboxes. Got all of them working. Email is getting fetched from mailboxes and tickets are getting created, but the unique issue is, with emails sent from one specific user ID to the support mailbox is not fetching attachments. I was able to see those emails in support mailbox with attachments, but the OSticket did not display the attachment in the ticket thread.

I checked in ost attachment table, I cannot see the attachments for this tickets.

The same support mailboxes, when it receives attachment from other users are getting fetched into ticketing system along with the attachments.

This problem occurs with all support mailboxes, attachment from the same userID is only getting missed.

Please help to resolve this

tbaproeng

tbaproeng
To further explain:
OAuth enabled email IDs in OSticket: support1@mydomain.com, support2@mydomain.com

Emails sent by any users to support1 or support2 with attachments are fetched with attachments into OSticket.

Emails sent by userX@mydomain.com (which is a mailbox within our domain) with attachment, only the body and subject gets fetched into the ticket thread. Same thing occurs when UserX mailID sending emails to support1 or support2, missing attachments in ticket thread.

KevinTheJedi

tbaproeng

Any thread events or system notes about not being able to upload the attachment?

Cheers.

tbaproeng

KevinTheJedi
Could you please help me in pointing which event logs would help us identify errors related to the attachments?

ntozier

Are you running any 3rd party mods or plugins?
What email client is the one user using?
How are they attaching the attachments?
What kind of attachments are they?

If you go to Admin panel -> Settings -> Tickets
Scroll down to Ticket Attachment Settings, and click Config what are your settings?

tbaproeng

ntozier

There is no restrictions in attachment settings.

If I forward the same attachment as email to support ID, the ticket fetches it with attachment.

KevinTheJedi

tbaproeng

I meant within the Ticket thread, do you see any thread events or system notes stating it was unable to upload the file? Can you compare a working email with a non-working email to see what the difference is? You can view the full, raw emails to compare the structure and content for better comparison.

Cheers.

tbaproeng

KevinTheJedi
I have enabled detailed logging. I'm seeing these warnings:
Mail Fetcher
json_decode(): Argument #1 ($json) must be of type string, array given

What does this mean?

KevinTheJedi

tbaproeng

I’m unsure as you didn’t post the full stack trace.

Cheers.

tbaproeng

KevinTheJedi

This is the full message.

KevinTheJedi

tbaproeng

Yea that's not very helpful. Your PHP error logs should contain a full stack trace for this error.

Cheers.

tbaproeng

KevinTheJedi

I have started receiving this warning in logs.

Mail Fetcher
Excessive errors processing emails for ssl://outlook.office365.com:993/IMAP (Email-Name ). Please manually check the Fetch Folder () [2/20 - 0/2]

KevinTheJedi

tbaproeng

That's saying it's unable to process the mail in the configured fetch folder for whatever reason. You need to login to the email and manually move the stuck mail out of the configured fetch folder.

Cheers.

tbaproeng

KevinTheJedi
I have moved old emails from Inbox, they are empty. When I started receiving new emails in Inbox I'm still getting same error and fetching is not occurring.

tbaproeng

tbaproeng
I tried resubmitting the Oauth config and I got "invalid_client" error. what does it mean?

KevinTheJedi

tbaproeng

Something is configured wrong, likely your Client Secret or something. For Client Secret you should be using the Secret Value NOT Secret ID.

Cheers.

tbaproeng

KevinTheJedi
oh yes, I had to re-enter secret value (which I did not do before), It accepted the auth config, but still same fetching error

KevinTheJedi

tbaproeng

I would recommend following the documentation exactly as it states:

https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Authorization%20Guide.html

Cheers.

tbaproeng

KevinTheJedi
All config is followed exactly as mentioned in that documentation.
I did even change "Fetch Frequency to 5" and "Emails per fetch to 5"

Still same error..

Mail Fetcher
Excessive errors processing emails for ssl://outlook.office365.com:993/IMAP (Support ). Please manually check the Fetch Folder () [13/5 - 0/6]

PS: One in 10 emails gets fetched.. I don't see a pattern exactly with the numbers but atleast one email gets fetched randomly.

KevinTheJedi

tbaproeng

I need the full stack trace to better debug this. I cannot replicate this error.

Cheers.

ntozier

tbaproeng sl://outlook.office365.com:993/IMAP (Support ). Please manually check the Fetch Folder () [13/5 - 0/6]

It tells you to check the emails in the mailbox... have you?