We are getting bounces coming into the osticket imap inbox that have this in the body of the bounce message:
The original message was received at Thu, 6 Dec 2018 10:57:55 -0600
from:
<support@mcw.edu>
----- The following addresses had permanent fatal errors -----
<bademail@mcw.emu>
(reason: 550 Host unknown)
----- Transcript of session follows -----
550 5.0.0 Host unknown
However, when osticket ingests that email and creates a ticket, the body of the ticket contains:
The original message was received at Thu, 6 Dec 2018 10:57:55 -0600 from: ----- The following addresses had permanent fatal errors ----- (reason: 550 Host unknown) ----- Transcript of session follows ----- 550 5.0.0 Host unknown
It seems that osticket is having trouble reading the full message, perhaps it's doing something with the "<" and ">" characters and thinking it is html or something? Unfortunately, this is the most important part of the email and we need to be able to tell which address bounced so we can deal with it. Generally we have osticket set to delete incoming email after ingesting it, but I temporarily turned it off in order to retrieve the actual source email for this forum post.
Can this be fixed? Or can you tell me which php file to look into and I'll try to figure it out.
Server Information
osTicket Version v1.10.4 (035fd0a) — Up to date
Web Server Software Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips
MySQL Version 5.6.42
PHP Version 5.6.38
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone America/Chicago
Database Information and Usage
Schema osticketprd (localhost)
Schema Signature 98ad7d550c26ac44340350912296e673
Space Used 31.19 MiB
Space for Attachments 24.22 MiB
Timezone CST (Interpreted as America/Chicago)
Installed Language Packs
English (United States)
en_US — include/i18n/en_US