Hi Blueyeguy,I'll copy and paste the headers at the bottom of this post. The first one will be the Good ticket (the one that was submitted awhile back), the 2nd one is the email that didn't get a ticket generated; but when someone forwarded it to the ticketing system is attached it self to the "Good Ticket" (first header). I've removed a lot of the diagnostic entries to lower the character amount - let me know if you need them.As for upgrading, we haven't had time to upgrade yet. But from what I read, there is no specific fix for a problem I'm currently having; so it wasn't a high priority for me. However, it should be easy enough to upgrade to 1.9.15 if I need to.Here's the first header:(good ticket)Received: from DM5PR15MB1931.namprd15.prod.outlook.com (10.174.247.147) by MWHPR15MB1935.namprd15.prod.outlook.com (10.174.100.148) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16 via Mailbox Transport; Wed, 8 Feb 2017 21 +0000Received: from DM5PR15MB1162.namprd15.prod.outlook.com (10.173.208.148) by DM5PR15MB1931.namprd15.prod.outlook.com (10.174.247.147) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16; Wed, 8 Feb 2017 21 +0000Received: from BLUPR15CA0059.namprd15.prod.outlook.com (10.162.95.155) by DM5PR15MB1162.namprd15.prod.outlook.com (10.173.208.148) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16; Wed, 8 Feb 2017 21 +0000Received: from BL2NAM02FT029.eop-nam02.prod.protection.outlook.com (2a01:) by BLUPR15CA0059.outlook.office365.com (2a01:) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16 via Frontend Transport; Wed, 8 Feb 2017 21 +0000Authentication-Results: spf=pass (sender IP is 23.96.243.78) smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none header.from=MYBUSINESS.com;MYBUSINESS.com; dkim=none (message not signed) header.d=none;Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com designates 23.96.243.78 as permitted sender) receiver=protection.outlook.com; client-ip=23.96.243.78; helo=us-emailsignatures-cloud.codetwo.com;Received: from us-emailsignatures-cloud.codetwo.com (23.96.243.78) by BL2NAM02FT029.mail.protection.outlook.com (10.152.77.100) with Microsoft SMTP Server (version=TLS1_0, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA_P384) id 15.1.888.7 via Frontend Transport; Wed, 8 Feb 2017 21 +0000Received: from NAM03-DM3-obe.outbound.protection.outlook.com (207.46.163.20) by us-emailsignatures-cloud.codetwo.com with CodeTwo SMTP Server (TLS) via SMTP; Wed, 08 Feb 2017 21 +0000Received: from DM5PR15CA0034.namprd15.prod.outlook.com (10.174.245.148) by MWHPR15MB1168.namprd15.prod.outlook.com (10.175.2.22) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16; Wed, 8 Feb 2017 21 +0000Received: from BL2NAM02FT054.eop-nam02.prod.protection.outlook.com (2a01:) by DM5PR15CA0034.outlook.office365.com (2603:) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16 via Frontend Transport; Wed, 8 Feb 2017 21 +0000Authentication-Results: spf=pass (sender IP is 67.51.47.90) smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none header.from=MYBUSINESS.com;MYBUSINESS.com; dkim=none (message not signed) header.d=none;Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com designates 67.51.47.90 as permitted sender) receiver=protection.outlook.com; client-ip=67.51.47.90; helo=sharepointserver.MYBUSINESS.com;Received: from sharepointserver.MYBUSINESS.com (67.51.47.90) by BL2NAM02FT054.mail.protection.outlook.com (10.152.77.107) with Microsoft SMTP Server id 15.1.888.7 via Frontend Transport; Wed, 8 Feb 2017 21 +0000Received: from sharepointserver.MYBUSINESS.com () by sharepointserver.MYBUSINESS.com with Microsoft SMTPSVC(7.5.7601.17514);     Wed, 8 Feb 2017 13 -0800Date: Wed, 8 Feb 2017 13 -0800To: <osticketmailbox@MYBUSINESS.com>CC: <copytoanother@MYBUSINESS.com>Content-Transfer-Encoding: quoted-printableFrom: =?utf-8?B?SVQgRGVwdA==?= <fromoursharepoint@MYBUSINESS.com>Content-Type: text/html; charset="utf-8"Subject: New Email Account: John JohnsonMIME-Version: 1.0Reply-To: <anothermailbox@MYBUSINESS.com>X-Mailer: Microsoft SharePoint Foundation 2010Return-Path: fromoursharepoint@MYBUSINESS.comMessage-ID: <sharepointserveroZolmRBaYFku0000003b@sharepointserver.MYBUSINESS.com>X-OriginalArrivalTime: 08 Feb 2017 21.0189 (UTC) FILETIME=X-EOPAttributedMessage: 1X-MS-Exchange-Organization-Network-Message-Id: 168bfdd7-84d6-4bed-98fb-08d45067ac89X-MS-Exchange-Organization-MessageDirectionality: OriginatingX-MS-Exchange-Transport-CrossTenantHeadersStripped: BL2NAM02FT029.eop-nam02.prod.protection.outlook.comX-MS-Exchange-CrossTenant-OriginalArrivalTime: 08 Feb 2017 21.1697 (UTC)X-MS-Exchange-CrossTenant-Id: 62936667-2d13-4f8e-b3e8-fb82f39b57bfX-MS-Exchange-CrossTenant-OriginalAttributedTenantConnectingIp: TenantId=62936667-2d13-4f8e-b3e8-fb82f39b57bf;Ip=;Helo=X-MS-Exchange-CrossTenant-FromEntityHeader: HybridOnPremX-MS-Exchange-Transport-CrossTenantHeadersStamped: DM5PR15MB1162X-MS-Exchange-Organization-AuthSource: BL2NAM02FT029.eop-nam02.prod.protection.outlook.comX-MS-Exchange-Organization-AuthAs: AnonymousX-OriginatorOrg: MYBUSINESS.comX-MS-Exchange-Transport-EndToEndLatency: 00.9071159

Here's the second: (no ticket)Received: from CY4PR15MB1927.namprd15.prod.outlook.com (10.174.54.148) by BN6PR15MB1924.namprd15.prod.outlook.com (10.174.239.148) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1005.10 via Mailbox Transport; Thu, 30 Mar 2017 00 +0000Received: from BLUPR15CA0016.namprd15.prod.outlook.com (10.163.78.26) by CY4PR15MB1927.namprd15.prod.outlook.com (10.174.54.148) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.991.14; Thu, 30 Mar 2017 00 +0000Received: from SN1NAM02FT012.eop-nam02.prod.protection.outlook.com (2a01:) by BLUPR15CA0016.outlook.office365.com (2a01:) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1005.10 via Frontend Transport; Thu, 30 Mar 2017 00 +0000Authentication-Results: spf=pass (sender IP is 23.96.243.78) smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none header.from=MYBUSINESS.com;Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com designates 23.96.243.78 as permitted sender) receiver=protection.outlook.com; client-ip=23.96.243.78; helo=us-emailsignatures-cloud.codetwo.com;Received: from us-emailsignatures-cloud.codetwo.com (23.96.243.78) by SN1NAM02FT012.mail.protection.outlook.com (10.152.72.95) with Microsoft SMTP Server (version=TLS1_0, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA_P384) id 15.1.1005.5 via Frontend Transport; Thu, 30 Mar 2017 00 +0000Received:

from NAM02-SN1-obe.outbound.protection.outlook.com (216.32.180.17) by

us-emailsignatures-cloud.codetwo.com with CodeTwo SMTP Server (TLS) via

SMTP; Thu, 30 Mar 2017 00 +0000Received: from BLUPR15CA0062.namprd15.prod.outlook.com (10.162.95.158) by BN6PR15MB1922.namprd15.prod.outlook.com (10.174.239.146) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1005.10; Thu, 30 Mar 2017 00 +0000Received: from BL2NAM02FT011.eop-nam02.prod.protection.outlook.com (2a01:) by BLUPR15CA0062.outlook.office365.com (2a01:) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1005.10 via Frontend Transport; Thu, 30 Mar 2017 00 +0000Authentication-Results: spf=pass (sender IP is 67.51.47.90) smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none header.from=MYBUSINESS.com;Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com designates 67.51.47.90 as permitted sender) receiver=protection.outlook.com; client-ip=67.51.47.90; helo=sharepointserver.MYBUSINESS.com;Received: from sharepointserver.MYBUSINESS.com (67.51.47.90) by BL2NAM02FT011.mail.protection.outlook.com (10.152.77.5) with Microsoft SMTP Server id 15.1.1005.5 via Frontend Transport; Thu, 30 Mar 2017 00 +0000Received:

from sharepointserver.MYBUSINESS.com () by

sharepointserver.MYBUSINESS.com with Microsoft SMTPSVC(7.5.7601.17514);     Wed, 29 Mar 2017 17 -0700Date: Wed, 29 Mar 2017 17 -0700To: <osticketmailbox@MYBUSINESS.com>CC: <copytoanother@MYBUSINESS.com>Content-Transfer-Encoding: quoted-printableFrom: =?utf-8?B?SVQgRGVwdA==?= <SharePoint@MYBUSINESS.com>Content-Type: text/html; charset="utf-8"Subject: New Email Account: Mike SmithMIME-Version: 1.0Reply-To: <itdept@MYBUSINESS.com>X-Mailer: Microsoft SharePoint Foundation 2010Return-Path: fromoursharepoint@MYBUSINESS.comMessage-ID: <sharepointserveroZolmRBaYFku0000003b@sharepointserver.MYBUSINESS.com>X-OriginalArrivalTime: 30 Mar 2017 00.0412 (UTC) FILETIME=X-EOPAttributedMessage: 1X-MS-Exchange-Transport-CrossTenantHeadersStamped: BN6PR15MB1922X-OrganizationHeadersPreserved: BN6PR15MB1922.namprd15.prod.outlook.comX-MS-Exchange-Organization-Network-Message-Id: b47eb378-f30d-421e-ad1b-08d47705898fX-MS-Exchange-Organization-MessageDirectionality: OriginatingX-MS-Exchange-Transport-CrossTenantHeadersStripped: SN1NAM02FT012.eop-nam02.prod.protection.outlook.com-MS-Exchange-Organization-AVStamp-Service: 1.0X-MS-Exchange-Organization-SCL: -1X-MS-Exchange-CrossTenant-OriginalArrivalTime: 30 Mar 2017 00.0165 (UTC)X-MS-Exchange-CrossTenant-Id: 62936667-2d13-4f8e-b3e8-fb82f39b57bfX-MS-Exchange-CrossTenant-OriginalAttributedTenantConnectingIp:

TenantId=62936667-2d13-4f8e-b3e8-fb82f39b57bf;Ip=;Helo=X-MS-Exchange-CrossTenant-FromEntityHeader: HybridOnPremX-MS-Exchange-Transport-CrossTenantHeadersStamped: CY4PR15MB1927X-MS-Exchange-Organization-AuthSource: SN1NAM02FT012.eop-nam02.prod.protection.outlook.comX-MS-Exchange-Organization-AuthAs: AnonymousX-OriginatorOrg: MYBUSINESS.comX-MS-Exchange-Transport-EndToEndLatency: 00.2433541

I've sucsessfully upgraded to 1.9.15 (I think). After copying the files over (and replacing) then changing config.php to ostconfig.php, I relaunched the SCP site and logged in but it never went through any kind of "ready to upgrade" thing, it just took me directly to the main tickets page. I looked in Settings>System and it says we're on 1.9.15 now.I'll follow up if we still have this problem.

There isn't an "upgrade" process unless there are changes to the database structure.

There are no DB changes between 1.9.12 and 1.9.15 so the upgrader would not have run,

Thank you to you both. It's great to hear I didn't miss something! :)

6 days later

Unfortunately upgrading to 1.9.15 did not fix this issue; we had three emails the past two days that were moved to "Processed" folder but no ticket was ever created for it. I'm getting desperate to resolve this. What other information can I provide to make this easier to troubleshoot?Thank you

Could you DM me a copy of the whole raw email (including the body and such)? That way we can fully test this issue?

Kevin, Email sent off to you. Let me know if you need anything else. Thank you!

I'll follow up with him and make sure that he got them.

6 months later

This problem has come back up again multiple times this week. Can we start this conversation back up and see if we can resolve?

    a year later

    Hi All,

    I know this is an old thread, I was just wondering if there was a resolution to the issue "some emails not creating tickets". Based on the thread, I seem to experiencing the same issue.

    Thanks!

      MattHamel
      Are you still running v.1.9.15? You should upgrade to v.1.10.4
      give updated info on your environment

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