Unable to create new ticket :user Incomplete client information

alko

Hello all,

we are facing a problem while fetching new mails from IMAP mail server after upgrading from 1.15 to 1.17.3 According to the system log, upgrade was fine without any errors.

osTicket-Version v1.17.3 (ca95150) — Aktuell Server-Software Apache/2.4.29 (Ubuntu) MySQL-Version 5.7.42 PHP-Version 8.1.18

Error message is:
API Error (500) Unable to create new ticket :user Incomplete client information

Manually creating a ticket is working fine.
Do you have any clue what the problem might be?

Best regards, Alex

alko

Just for information the other error message that is always created when the other error occurs:
Mail Fetcher Excessive errors processing emails for ssl://xxx:993/IMAP (xxx). Please manually check the Fetch Folder () [1/1 - 0/1]

alko

Meanwhile, we have downgraded installation to 1.16.6. Everything is running fine there. So problem seems to be coming up with 1.17 release.

KevinTheJedi

alko

There is an email that can't be processed for some reason. You need to check the email to see what's wrong with it. Could be malformed, etc. The error says incomplete client information which typically means something is missing from the email.

Cheers.

alko

KevinTheJedi Thanks for your reply. As soon as we downgraded to 1.16.6, all unprocessed mails have been imported into osticket. There was no error. While still having 1.17 installed, I also added another email account (GMX) and this worked as expected.

KevinTheJedi

alko

Then I am unsure of what the issue is without looking at the affected mail.

Cheers.

dpetitfr

Hi, we did the upgrade from 1.16 to v1.18.1 and encounter the same issue from time to time with some emails which are completely genuine.
Any idea how to fix it ?

KevinTheJedi

dpetitfr

Please reference more recent threads:

https://forum.osticket.com/d/104362-excessive-errors-processing-emails-for-sslimapgmailcom993imap/18

Cheers.