Email Fetching doesn't work for some email.

mrbig

Dear Friends,

I have a problem about Email Fetching. After try to search in the forum, I am not sure if my issue already has a solution.

Here below is my OSticket installation (I use 'the help-topics-access-changes-to-allowed-orgs-and-pc-only' version version because I need to regulate a help-topic access).).

I use IMAP and OAuth2 with Gmail for remote mailbox. I have also setup to reject email to ticket and a filter to notify the sender that the ticket should be submitted through the web portal instead. It appears to be working OK at first. However, I recently noticed that I (as an OSticket administrator) got email notification of a problem. The email state below.

_"Excessive errors processing emails for ssl://imap.gmail.com:993/IMAP (IT Ticketing System xxxx.ticket@company.com).

Please manually check the Fetch Folder () [1/30 - 0/1]"_

After taking a check, I discovered that there is one email in the mailbox that has not been moved to the Fetch folder. After I deleted it, the error disappeared. Then I ran a test and discovered that the email fetcher (and filter) doesn't function for all emails.

For example, if the sender is (it has nothing to do with the email domain; I simply use Gmail and Hotmail to differentiate).

xxx@gmail.com, Filter works fine, the email move to fetch folder and a reply is send back to user. The system logs show only Cron Job: Cron job executed [CLI].

but if sender is,
xxx@hotmail.com. The email doesn't move to the fetch folder, no reply email to user and the system logs show the following, with the same timestamp,
Ticket denied: Ticket rejected (xxx@hotmail.com) (unregistered client)
API Error (500): Unable to create new ticket :Ticket denied: xxx@hotmail.com This help desk is for use by authorized users only
Mail Fetcher: Unable to create new ticket :Ticket denied: xxx@hotmail.com This help desk is for use by authorized users only
Mail Fetcher: Excessive errors processing emails for ssl://imap.gmail.com:993/IMAP (IT Ticketing System ). Please manually check the Fetch Folder () [1/30 - 0/1]
Cron Job: Cron job executed [CLI].

Although, even it show a like an error above, OSticket still fetching the email content in to the ticket.

Has anyone else experienced this problem? Is there a way to solve this?

Thank you very much.

KevinTheJedi

mrbig

Sounds like you need to upgrade.

Cheers.

mrbig

KevinTheJedi I have upgraded the system to v1.18.1 already and the Mail Fetcher error is disappear.

However I found some error. Here below is how I upgraded my system.

First I download and modify Osticket 1.18.1 code based on the pull request #6454.
I offline my Osticket 1.17 version and backup the database.
I upload the modified code 1.18.1 to the server and copy ost-config from 1.17 folder to a new one.
Copy all the plugins to the 1.18.1 folder's plugins.
Unlink folder of osticket in /var/www/html/ from 1.17 folder and point to the new one (1.18.1 folder).
Restart the httpd service and turn the system back on-line.

Everything look good (mail send/received, etc...) except ticket queue. As tested I found that I cannot add a new ticket queue. After I click 'Add New Queue', I cannot click any other tab and the 'Queue Search Criteria' disappear.

Even for the agent when they click 'Add personal queue', the popup windows show noting.

I know I have to do my own custom coding (I am not a programmer), but it would be greatly appreciated if you could tell me which file I should look for.

Thank you very much.

KevinTheJedi

mrbig

You need to check your logs for related errors.

Cheers.