Problem dowloading emails

sergi_pinto

Hello,

Sometimes osTicket doesn't download certain emails. We noticed this because we also view the emails in an Outlook client that has the mailbox configured via IMAP. I've enabled DEBUG mode to see more information in the "System logs," but nothing is showing up. How can I determine the reason why certain emails are not being downloaded? Thank you.

KevinTheJedi

sergi_pinto

You can add debug statements to the mailfetcher/mailparser to see what the body of the email is during fetch. When this happens (especially with O365) usually it will say something like the email is malformed, etc.

Cheers.

sergi_pinto

hello,

thanks for your reply, but where can I enable this debut statement to the mailfetcher/mailparser?

KevinTheJedi

sergi_pinto

You'll have to manually edit the files and manually add your own statements:

https://github.com/osTicket/osTicket/blob/develop/include/class.mail.php#L517

Here you can add something like error_log($this->getRawHeader($i) . $this->getRawContent($i)); and then when the mail is fetched it will log in the error log. But be careful as this will start logging all emails that are fetched. Ideally, you'd want to test this when you have low email traffic so your logs don't fill up with a lot of data.

Cheers.

sergi_pinto

ok, I will try this.

Thank you.