moves emails from the inbox to archive but does not log them into the system.

m4kin

Some e-mails are fetching some dont, its completly random, some fetched e-mails dont fetch his replys, some are ok.

Sobre a Instalação do osTicket
Informações do Servidor
Versão do osTicket v1.18.2 (53339df) — Atualizado
Software de Servidor Web Apache/2.4.62 (Ubuntu)
Versão do MySQL 11.1.6
Versão do PHP 8.3.11
Extensões PHP
gdlib Usado para manipulação de imagens e impressão de PDF
iconv Useful for email processing
imap Useful for email processing
ctype Required for email fetching
xml API XML
xml-dom Usado para o processamento de e-mail HTML
json Melhora o desempenho da criação e processamento de JSON
mbstring Altamente recomendado para o conteúdo em línguas europeias que não seja Ocidental
phar Altamente recomendado para plugins e pacotes de linguagem
intl Altamente recomendado para o conteúdo em línguas europeias que não seja Ocidental
fileinfo Usado para detectar tipos de arquivo para uploads
zip Utilizado para exportação de bilhetes e tarefas
APCu Melhora a performance global
Zend Opcache Melhora a performance global
Configurações do PHP
cgi.fix_pathinfo recomendado "1" se o AJAX não estiver funcionando
date.timezone UTC

KevinTheJedi

m4kin

Find an example that was moved but not found in the system, look at its raw headers, copy the full Message-Id value including the angular brackets (eg. <as3dftae56ws7-dfad-sffasfads>), go to your database, go to the _thread_entry_email table, search for WHERE mid = '<your-message-id>', and report back here what you find.

Cheers.

m4kin

KevinTheJedi The id is example@mail.gmail.com the search resulted in 0 rows,

KevinTheJedi

m4kin

I removed the real id for security reasons. Then check your system logs for any mail fetcher errors.

Cheers.

m4kin

KevinTheJedi If Its in Control Panel, System Events, there are no e-mail fetcher errors there, there are another place with that logs?

KevinTheJedi

m4kin

That’s pretty strange. The system will only move the mail if it was able to process in some way and there should be a record of it. If a ticket is rejected via filter or something we log the message-id but don’t link it to anything so it’s not reprocessed later. If the system couldn’t process it it would leave an error in the system logs. So I’m not sure how your mail is being moved but there is no trace of it. Are you certain it was in the fetch folder before you saw it in the archive folder? Did you do a search with the full message-id with the angular brackets?

Cheers.

m4kin

KevinTheJedi I Will wait for another error with that, then I will send again the details for you over here.

ntozier

Is the email from a domain that is not accepted by the system?
(like did you set the system to only accept emails from a specific domain in Ticket Filters)
Or is it in the banlist?

m4kin

ntozier They are all accepted, we don't have any bans

sergiostark

Hi!, The same thing is happening to me with my Gmail account. I had already opened another ticket regarding this, and I checked that this error does not occur in Outlook.

KevinTheJedi

sergiostark

If you hav a thread open why repost here…? Stick to your thread so we can keep these reports and info separate. To note, without logs or detailed debug info it’d be virtually impossible for me to know what’s going on. I would search for the message-id in the thread_entry_email table, run a message trace, etc. to get as much information as possible. You might even have to add debug statements to the code to track it down. Again, please add all your own info, etc. to your own thread that you already have open.

Cheers.