messages from mails with references and in-reply-to-headers not added to ticket

Comfine

Today i discovered a problem with some mails of a customer. I can reproduce the problem with this messages. While the Subject of the mail contains the ticket-number, and the sender is the owner of the ticket, ostickets does not add this message as a new message to the existing ticket. the email that are not working containing mutiple references-email-adresses, and the part of the sourcecode of the mail looks like this (i replaced the domainname of the customer for dataprotection reasons):

References: BICEX1g-JnF6h-AAAAAGnQAQClQAAATXMOw95o-support@comfine.de
c3add88810244af9a62fa3259434dbf3@customerdomain.com
BICEX1g-I9Td5-AAAAAHvQAQClQAAATZrkJVAv-support@comfine.de
5e21d430c3d54fdfbcf7619470f5697a@customerdomain.com
BICEX1g-PaNlG-AAAAAKLQAQClQAAATZI44OQm-support@comfine.de
e941d44cb9d14bd990c109f1e088cdad@Exchange.customerdomain.local
BICEX1g-0hWEz-AAAAAEnRAQClQAAATRd5bIwc-support@comfine.de
7917a5ff224b4fd5a6c0918193017d48@Exchange.customerdomain.local
<BICEX1g-L2rm=-AAAAADPSAQClQAAATXbYOa6+-support@comfine.de>
2c128fbc68df42f88f9d9d260e126bca@customerdomain.com
BICEX1g-TZBsK-AAAAAObVAQClQAAATXWYeSl9-support@comfine.de
X-Priority: 1 (Highest)
Content-Language: de-DE
In-Reply-To: BICEX1g-TZBsK-AAAAAObVAQClQAAATXWYeSl9-support@comfine.de

Has anybody an idea how to fix this?
we are runnging a copy of 1.17-git.

PS: my collegue got this messages now in the original ticket. so the problem, that some messages did not arrive before needs to be a different one. i need to look again into the original mail of the customer. this is hard to debug...

PPS: there are three emails from the customer, that was processed from osticket (i know it, because they were transferred to the processed-folder as they should be), but the content was nowhere in the system created. i searched with phpmyadmin under ost_thread_entry for some keywords, but i could only find my internal message, that i created later with copy&paste from the original email.

if it would happen only once, i could imagine, that the server had a temporary problem, but three times at different hours in two different tickets needs to have some specific reason, but i dont know how to figure out something more. i also compared the sourcecode of a working, and a not working mail from the customers and cannot see any significant difference.
i am thankful for any tips or help to find out whats going on here!

KevinTheJedi

Comfine

Search for the message-id in the ost_thread_entry_email table. Also, do you have any ticket filters or banlist that's rejecting the emails?

Also, do not run the git version, it's unstable. You should always install and use the packaged releases as they will be more stable.

Cheers.

Comfine

hi Kevin, thanks for your help!

inside ostickets we dont use any blacklist or filtering, and if it would be filtered before, osticket would not moved the mail to the processed-folder.

i cannot find the missing messages by the message-id of the e-mail-source-code. i also searched in the headers-column, but there is no entry found. i tried the id's of two missing mails. this means it's nowhere in the system, right? but it was processed.

i copied now the original mail-file from the processed folder to the inbox that osticket uses (with linux, so nothing was changed of the headers), and now the mail did appear in the ticket and can be found also in the database of course. this is weird.

it gives me a big headdache that ostickets did not handle all mails reliable. anything i can investigate to get closer to the problem? any other ideas?

KevinTheJedi

Comfine

Well as I mentioned earlier you shouldn't be using the git version as it's not considered stable. You should use a fully packaged release from our website for more stable releases.

With this being said, if they were fetched the second time it appears there was some sort of connection issue or something the first time around. Unfortunately, if you cannot consistently replicate an issue it's extremely hard to track it down.

Cheers.