Problem on opening ticket via email

domenicop

Hello,
I'm using osticket 1.18.2 su ubuntu 24.04

I have a strange problem that occurs intermittently for tickets generated via email (Google Workspace mailbox).
Sometimes an alert arrives to the operator for a new ticket, with the wrong ticket number (I use random numbering) and the wrong link (it points to a thread of a ticket that has nothing to do with, nor does it contain, the email just processed.
Those who request support instead receive the correct email. If I search on OSticket, I find the thread correctly opened, but with a different number and ID than the one indicated in the alert email. I couldn't find anything that could connect the issues, as they occur with various operators and users. Do you have any ideas?

Thank you

KevinTheJedi

domenicop

Sounds like you either have two instances running at the same time and have conflicting alerts or you may have field variables that are overwriting the core variables.

Cheers.

domenicop

KevinTheJedi thanks for the reply.
Actually, on my serve,r I have only one copy of osticket. Also,I have a vanilla installation of osticket, apart from a change of a sleep(3) inserted in index, open, tickets and view php files due to authentication problems with Google Workspace oauth2 (https://forum.osticket.com/d/105809-user-login-returns-to-the-login-page).
The only error in apache error log that I sometimes found is:
Fatal error: Uncaught Error: Failed opening required 'client.inc.php' (include_path='.:/usr/share/php') in /var/www/html/apps/dispatcher.php:23\nStack trace:\n#0 {main}\n thrown in /var/www/html/apps/dispatcher.php on line 23

KevinTheJedi

domenicop

Post screenshots of the email template in question. Also post screenshots of all the fields on all your Forms (Admin Panel > Manage > Forms).

Cheers.

domenicop

KevinTheJedi this is the new ticket alert email notification template

Forms in Admin>Manage>Forms

KevinTheJedi

domenicop

That is quite strange. The only thing I can think of is the language pack. I’d recommend switching back to English and English templates to see if that helps.

Cheers.

domenicop

KevinTheJedi First of all, thank you for your support. Even changing the language, I don't notice any changes. The problem is sporadic, and if I put the same email back into the inbox to have it processed by osticket it works correctly. Maybe I did something wrong in the update (I had 1.18.1), but I'm trying to find the cause. Is there any option to enable email polling debugging?

KevinTheJedi

domenicop

I’m now confused… are you talking about two separate issues? If the email was fetched and you move it into the inbox again it will not be reprocessed. Your original issue was about incorrect variables; not about not being able to fetch some mail. Please clarify as you are just making this more confusing.

Cheers.

domenicop

I'm confused too. There are strange behaviors in emails, all different from each other.
This morning, an email arrived from a user in response to an already opened ticket and went to the right thread, but also opened a new ticket (I attached the screenshot).

KevinTheJedi

domenicop

That’s not a new ticket…? That’s a new message added to an existing Ticket. What you see is a Referral. That means the User included another Department’s email so the system Referred the Ticket to the other Department. This means two Departments now have access to the singular Ticket.

Cheers.

domenicop

KevinTheJedi I apologize for wasting your time. Actually, the correct answer was the first one. Some time ago, I had cloned (and turned off) the osticket VM, and someone had restarted it by mistake. I apologize again, and thank you for the precious support received