Good day,
I am facing an issue wherein some emails sent to our osTicket email address will not create a respective ticket. This issue is seemingly random and I am unable to find anything within the contents that are consistent between them that might indicate the issue.
A lot of them are from users who have created a ticket via email before, so I'm sure its not the email address. Often they are plaintext and do not contain any documents or images. Despite not creating a ticket, osTicket moves it to the processed folder in its mailbox. I can kind of recreate the issue by moving the email out but then osTicket processes it again and moves in back without spawning a ticket. Honestly it being an occasional thing is not a major issue because we can create tickets on behalf of the user, however its becoming quite frequent and we're only aware of these issues because we forward all system emails to a Slack channel. I've tried searching for the solution in other threads, however to no avail, so any assistance would be greatly appreciated.
Server Information:
osTicket Version v1.18.1 (0375576)
Web Server Software Apache/2.4.65 (Debian)
MySQL Version 11.8.3
PHP Version 8.2.29
For system emails, we use a Microsoft remote mailbox using Oauth2, and smtp from the same mailbox for outgoing emails. Please let me know if you have any more questions/require any more info.
