Hello, in recent weeks we have encountered a problem in the creation of tickets via email. We can't find an exclusion criterion and not having relevant errors in the list, not even in the debug function, we would like to understand if it is a common problem or if there are any solutions about it
Email Ticket
Check the _email_account table and see if the mailbox record for the email in question has a last_error and/or last_error_msg value. If so, then the connection is failing and you should see why in the last_error_msg column.
Cheers.
Hi, thank you very much for the answer, but unfortunately the relative errors are from another email, this one besides sometimes not create them, other times creates them with fake ID, is there a way to check the steps you perform so to understand where it fails?
Are you saying the email has no errors and sometimes creates tickets and sometimes doesn't?
What do you mean by "other times creates them with fake ID"?
Have you checked your Admin Panel > Dashboard > System Logs for any Mail Fetcher errors?
Cheers.
1) yes, sometimes it does not fetch the emails and it only handles them in the folder selected from the settings (without giving errors)
2) in the emails mark an ID, then clicking on the actual link that it inserts as a link takes me to an existing old ticket already, therefore does not go to generate the new one with the new information
3) yes, we checked the dashboard and when it happens it does not mark errors
Hmm, everything seems to check out. We can't really further investigate without relevant errors, debug information, etc. So check all possible logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.
Cheers.