Every other new ticket vanishes!?!

flatrateprep

OK, bear with me-- I promise I'm not making this up!

Recently upgraded to v1.18.1 -- I've included a screenshot of my installation info below.
Around the time of the upgrade, clients started complaining that if they tried to open more than 1 ticket sequentially, only every other email OR submission on the dashboard would actually go through and become a ticket. I thought this was nuts, until I confirmed it myself. It's not an issue with spam filters or anything on our email side- because the same thing happens if attempting to open tickets via the web. I disabled all our ticket filters temporarily, and the behavior continues. The wierdest thing is I can literally watch test emails come into our email inbox, sit there for a few minutes as usual, and then when the cron job runs that processes emails into tickets, only every other one gets moved to the osticket subfolder in the email box and the other ones completely vanish from our email account. They are not moved, they are not in trash, they are just gone.

I can't for the life of me find anyone else on the forums reporting this, so opening this new thread. Any ideas?

flatrateprep

In case it's possibly relevant, I also have lots of these "Invalid CSRF Token" messages in our logs. They have been appearing for years though, this isn't something new. It never seems to have mattered before so I've never bothered to try to do anything about it. I'm just adding this in the off chance that it could be related.

KevinTheJedi

flatrateprep

That is strange. Make sure your cron job is running the appropriate PHP version (8.1-8.2). Make sure you restart PHP-FPM if you're running it just to make sure there is no file cache, etc. You can also try increasing your PHP timeout and memory settings.

Cheers.

flatrateprep

Thanks @KevinTheJedi - the cron job looks fine to me (see below)
I will try the other things you suggest as well... this is totally bonkers to me.

KevinTheJedi

flatrateprep

Also, how many emails are you pulling at a time (configured in your system email's Remote Mailbox tab)?

Cheers.

flatrateprep

Looks like 30 emails per fetch. Would you recommend I set this lower?

KevinTheJedi

flatrateprep

Are they generally large emails or typical, smaller emails?

Cheers.

flatrateprep

Most are small, text only emails. Sometimes our clients will send attachments, as large as 5-10 MB - but nothing crazy.
I just did another round of testing.

I sent 4, small text only emails back to back from my personal email account to our zoho inbox that osticket sweeps for new tickets. I took a screenshot of them coming into the zoho inbox, as shown, before osticket had a chance to grab them and move them to the osTicket subfolder of the zoho mailbox. All 4 arrived as usual into the inbox as I could see them sitting there. I waited a few minutes for the cron job to run and sure enough, they all vanished from the inbox and only the first and third emails ended up as tickets in the osticket support desk, and in the osTicket subfolder where emails get moved. The other 2 emails have vanished.

KevinTheJedi

flatrateprep

That is very strange indeed. 30 emails every 20 minutes should be totally fine. It definitely shouldn't have an issue with 4 nearly identical, very small test emails. Ask Zoho if they have some sort of IMAP/mail logs you can look at to see what happens during the fetch of those particular emails. I am not really familiar with Zoho so I'm not sure what resources they have. Maybe their support can even help you look into it as your email is through them. Maybe also try turning IMAP off and back on again for the email account in Zoho just to see if that helps (if it's an easy task).

Cheers.

flatrateprep

@KevinTheJedi I switched to POP, and it is working properly! I tried switching back to IMAP and the problem returned. So I'm just going to leave it on POP. Thanks for all your help. I wish I could pinpoint what is causing this, if it's on Zoho's end or something with osTicket but I'm satisfied for now and very grateful for your support.
All the best!

KevinTheJedi

flatrateprep

That’s awesome to hear! Glad you got it working now!

Cheers.