Problems when upgrading

nsIgnacio

hi
V. osTicket v1.17.2
Apache/2.4.51
MySQL 5.7.36
PHP 8.0.13
to
V. osTicket v1.18.1
Apache/2.4.58
MySQl 10.4.32
PHP 8.2.12

both in windows server.

After upgrading, osticket stars sending old tickets (from last year) via email to staff and sometimes clients.
I know how to stop it (disabling auto cron and email fetching in db) but i dont know why it happens and how to solve it correctly.

I'm using and old export from our database ( May 1st ) dont know if that affects anything.

KevinTheJedi

nsIgnacio

osTicket will only fetch emails that don't already exist in the system. We save each fetched and processed email's unique Message ID in the _thread_entry_email table. So when we fetch an email we lookup its Message ID in that table to see if it has already been processed or not. If so, we ignore it (or move it to another folder or delete it - whatever is specified in the fetch settings) and move to the next email; if not, we either create a ticket or thread it through an existing ticket if related.

All that to say since you are using an old db backup it will obviously not contain the latest Message IDs so old emails that don’t exist in the db will be fetched and processed again. You can either clear out the fetch folder to only have new emails or use a new database dump.

Cheers.

nsIgnacio

KevinTheJedi
okok thanks.
1.- if I use the latest db up to date and everything, will the same problem happen again ?
2.- is this fetch folder the one from the mail, right ?

another change that i forgot is that the upgraded osticket has ssl

KevinTheJedi

nsIgnacio

The latest db dump will include the emails that have already been processed. So it should not re-fetch emails it has already processed based on the Message IDs in the table I described earlier.
Yes, each email that you configure fetching for has a Remote Mailbox tab where you configure the fetch settings. Within this tab is an option to fetch from a specific folder. By default it uses the INBOX however if you supplied a folder name it will be fetching from that folder instead.
SSL has no bearing in this matter. Plus, osTicket doesn't even care if it's SSL or not; it's up to the webserver.

Cheers.

nsIgnacio

KevinTheJedi
if I do 1 and 2 at the same time is that problematic ? i mean using latest db and clearing out fetch folder

thanks

KevinTheJedi

nsIgnacio

What I meant by “clearing out the fetch folder” is logging into the mailbox on your mail client and removing all processed mail out of the configured fetch folder to a completely separate folder like Archive for example.

Cheers.

nsIgnacio

KevinTheJedi yeah yeah i got that i was talking about doing both things at the same time so its less probable to have the problem back.

KevinTheJedi

nsIgnacio

It's up to you; however you want to do it.

Cheers.

nsIgnacio

KevinTheJedi Hi sorry for re-opening this old one.
1.- We made the migration and it still has the same problem even with the up to date db, it started sending old emails.
2.- Then I check every email in the system, and they are all empty. so I dont know where is this fetching coming from.
3.- We tried a third time with only the essential in the db (ex: config, users, staff ) and it keeps happening (hahaha i want to die ).
4.- Right now we are in the 4th try but know I am alone (no staff and no users ) with the config and not much more, the plan is for the system to send every mail only to me, so its not bothering clients and staff, and when it finishes, then I add back the clients and staff.

KevinTheJedi

nsIgnacio

Do you maybe have a piping script running or API calls running?

Cheers.

nsIgnacio

in the new ones there is nothing and I asked my boss if he ever did some change or smt and he told me no.

"4.- Right now we are in the 4th try but know I am alone (no staff and no users ) with the config and not much more, the plan is for the system to send every mail only to me, so its not bothering clients and staff, and when it finishes, then I add back the clients and staff."

this kinda worked cause it didnt send any mail but now we are going to try the same plan but with the official db.

thanks for all the help btw

nsIgnacio

The last plan, deleting every staff member and user except me ~~didnt~~ work because when the system stars sendings emails it also sends "invitation" but rn I am asking clients and they said they didnt get any mail "invitation". So the plan does work with enough time but the problem is that it never fucking stops, there is a big backlog.
We let it run for 8 hours but it wasnt enough.