Email processed but no ticket

pvalenta

We're running osTicket (v1.18.2) on Rocky Linux 8 running PHP 8.2.28 (via remi). About twice a day at least there are emails that get marked as processed in GMail and moved out of the inbox per the email settings, but a ticket is not created. We've also had users reply to a ticket message but the message does not get appended to the ticket itself. Reviewed a few other threads to no avail, we do have two emails and two departments, confirmed that there is no "cross talk" or that the ticket is getting created elsewhere. The only thing I can say I have not done is digging through the database...thoughts on next area to look?

KevinTheJedi

pvalenta

Means it was likely rejected. If it's moved to the post-fetch folder then it was definitely processed. Check your System Logs for any rejection messages, etc.

Cheers.

pvalenta

KevinTheJedi Which systems logs should I be looking it, cursory look I see no entries for rejection. I do not see anything in the OSTicket logs (set to debug). I've had emails "unread" in GMail but with the "processed" label, I move them back to inbox and remove the processed label, they then get added to the system, whether it's a reply to a ticket or a new submission.

KevinTheJedi

pvalenta

Ah thanks for clarifying. At first it sounded like they were actually being moved to the post-fetch folder. But you are saying they remain in the inbox. So that’s different and actually a known bug that will eventually be looked into. For now you can set your post fetch to “do nothing” and it should be good.

Cheers.