Emails keep regenerating

oddsmojo

I'm having a problem with the same 7 emails. They keep re-opening themselves as new tickets even after I close them. Here is the strange part. I have completely deleted them out of the mailbox that is being monitored... They are also getting completely new ticket ID's if that helps.

Is there a temp table that emails are stored in and moved over? Maybe they aren't being cleared out... Or is there a flag that states they haven't been removed from the mail box?

Any suggestions would be great.

oddsmojo

Very odd. If anyone else has this issue, here is what it was. My desktop PC running Thunderbird locked up with Nortons Antivirus while checking these 7 emails. Thus they were left on the server but not visible in Thunderbird... Logging into the server using squirrelmail and re-subscribing the inbox released the emails and it started working properly...

Very odd... At any rate though great product!

oddsmojo

This is getting ridiculous... It is doing it again... This time my home PC is shut off and there are no mail clients active and the emails are not in the inbox. What would cause this to happen, and what can I do to fix it?

This time it is set on 2 emails and has re-opened new tickets about 15 times for each. If auto responder was turned on I'm pretty confident it would be sending out alerts to the clients.

peter

If you're using POP3 then check "Delete fetched message(s) " or switch to IMAP.

oddsmojo

It is using IMAP support. I've watched the cron jobs and moved them further apart to 5 minutes. It is taking about 31 seconds to complete. I'm going to try and catch it running and watch it with strace -fvvv -p and see if I can see anything out of the ordinary. I'm hoping there is a flag in the database that needs to be set for the email. I can then just run a separate cron to clear this after the mail run.

oddsmojo

It is happening whenever I click on Open, not during the mail process. Now it is creating them on each click so we can eliminate the mail cron as being the issue. There has to be a condition somewhere in the database that php is reading in and thinking it should open the ticket back up.

peter

If you're in fact using IMAP then it means fetched emails are not being marked as read. The quick and dirty solutions, for now, is to make osTicket delete fetched emails.

oddsmojo

I've emptied out the mailbox manually and it is still doing it... When mail is pulled, is it stored anywhere and processed? I'm going to reverse engineer the code tonight and find out what conditions need to be set in order for a ticket to be opened up.

oddsmojo

I give up... I can't figure out why this is doing this... Anyone have any ideas on how I can resolve this? This is from one email in the mail queue overnight... 750 duplications...

899022 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

711078 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

459364 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

129232 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

900651 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

833891 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

677029 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

810187 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

345572 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

433559 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

948667 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

496402 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

275208 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

303681 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

567639 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

479416 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

687593 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

921354 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

742790 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

810335 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

322826 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

424705 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

305515 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

377735 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

856855 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

609632 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

846122 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

811016 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

465601 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

892272 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

362168 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

406748 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

363733 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

785875 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

169825 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

682520 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

843028 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

953075 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

411022 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

436124 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

402581 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

633225 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

737908 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

957979 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

583051 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

907765 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

563926 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

469813 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

741113 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

631804 03/03/2010 Reporting spam from: xx.xx.xx.xx Abuse Normal h@h.com

oddsmojo

why don't you md5 check the messages before importing them into the system? As a fix I am running a separate perl script now that moves the mail messages into a retainer folder so this system doesn't import 800 messages a night off of 3 emails. Looking for a better ticket system now.

peter

Most osTicket users use email and are NOT experiencing the same issue - it's either a loop or a unique issue in your case which we can not magically debug (given that I can not replicate the issue locally). You had promised to reverse engineer the code and let us know the results.

Good luck finding a better system.

oddsmojo

I'm still digging through the code... What I can't figure out though is why this is unique to my setup. I am using a simple IMAP mailbox, very basic configuration.

Going through all of the replications, they all start with RE or numbers so I'm wondering if there is a conditional check occurring, and that secondary condition is what is failing. I'm determined to make this work... Just can't believe that no one else is having the same issue.

oddsmojo

Fixed.

The \Seen flag was not being set by osticket on random emails causing the system to keep re-importing the same emails. I'm not sure how to fix this problem. Maybe there is a timeout occurring while connecting to the IMAP server? If you have any ideas on how to check this I'm open for troubleshooting it.

Maybe an easy way to fix this would be to implement an md5 hash generation script that checks against already imported emails. Maybe if I can find some time later I'll see if I can help throw this together.

vdgraaf

How did you fix it? I am having the same problem...

How do you set the \seen flag?

xtom

I have the same problem with two emails. They keep being brought in everytime the cron is run not just the once.

olekeh

I have just made some MySQL integration in our new FileMaker plugin called ACF plugin. I made a function to delete SPAM messages in the osTicket system. The example found in this article shows a useful couple of SQL statements to effectively remove the spam that has already entered into the osTicket database.

https COLON SLASH SLASH acfplugin DOT com SLASH manuals SLASH ACF/mysql_connection_from_acf_example.html

ntozier

This thread is 9 years old. Please do not be a necromancer.
Changed the URL to be human readable but not a real link.
Killing zombie thread with a head shot.