Email not read and removed from INBOX but not added to ticket

jtoniolo

Hello, We have a osTicket (v1.17.4) installed, upgraded from a 1.10.7. All works Perfect and we upgraded 3 months ago to 1.17, but we have lots of complaints from users that sends emails and the responses don't get added to the thread or tickets not getting created for the same reason.
After this complaints I take a look at the gmail account(we don't open this account, is only to get tickets) and I see the mails that the people say but wihtout the "INBOX" tag and unread, not even with the specified tag that should have if the mail enters the system. If I move this emails to the "INBOX" again it works, but I can't do this every day.

Is any way to know why this happens? And It could be fixed?

Thanks in advance

KevinTheJedi

jtoniolo

You may need to upgrade to v1.18 as that has the latest laminas-mail package that we use to fetch mail.

Cheers.

jtoniolo

KevinTheJedi I will try the update tonight, and report back in a few days, thanks

jtoniolo

So far so good, I updated to 1.18 and also changed from legacy authentication to OAuth2. I will monitor this week and If I see a problem again I will report again

jtoniolo

I just see that It happens again :/ is there any log or some debug information to see what happen? Thanks

KevinTheJedi

jtoniolo

My only recommendation would be to remove the word INBOX from the Mail Folder setting for the email. It will fetch from INBOX by default if blank.

You can also try setting your Default Log Level to DEBUG and see if it logs anything in your System Logs. However, I doubt this will provide anything useful. If it doesn’t, then you’ll just have to manually add debug statements to the code.

Cheers.

randymts

KevinTheJedi

I just tried this and it doesn't help I still got the error "the single id was not found in response"
Update: on git I saw that not archiving the email helps.
https://github.com/osTicket/osTicket/issues/6407

randymts

Hi Kevin,

I am also having the same issue with the latest. v1.18.1 I have been dealing with this since Dec 2022 it is totally random and happens anytime.

KevinTheJedi

randymts

My only suggestion is to delete the _email_account records for the email in question and reconfigure the Remote Mailbox and Outgoing (SMTP) tabs. Also make sure you are using the latest version of the software with the latest builds of any plugins you have installed.

Other than that it could be corrupt emails or maybe a bug with the upstream laminas/laminas-mail package. You can see the error is thrown below if laminas cannot parse a To or From from the email which likely means the email couldn’t be fetched or is corrupted or potentially malformed:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/laminas-mail/src/Protocol/Imap.php#L636

Maybe the package needs updating even. You can test that by downloading the latest package from their GitHub and replacing the one in osTicket codebase. Unfortunately I cannot replicate this so I’m unable to point you to a specific direction.

Cheers.