@RickxZen

Sorry for the late reply, been busy here. You posted the headers but not the raw content, this is the other half of the email data. We need this for testing; you can send a test email to that address, let it redirect/fetch, and if it does the same thing send us the raw headers and body of this that way it's nothing confidential. Once we get the data we can do some testing on our side and try to replicate, etc.

Some Questions:

  • What mail provider(s) are you using (for both email addresses) and how is the mail "redirected"? Are you using a forwarding rule, if so, how is it configured?
  • Does email sent directly to "support@sensorcentrale.nl" get fetched properly (ie. is it only mail redirected to the address that messes up) or is all mail from that address messing up (regardless of being redirected)?

Cheers.

    KevinTheJedi No problem.

    Email source: https://pastebin.com/uh4Qk4wV (this is the same email that caused this issue)

    Funny thing is, the (empty) messages occur randomly. One time the response or email will create a perfectly fine ticket or response and the other time it will create the (empty) message.

    Question 1: Our email is hosted by our IT provider. I know they use Microsoft Exchange for the emailaddress associated with support@rjsafety-security.nl. I would guess they also host the e-mail of support@sensorcentrale.nl with Microsoft Exchange but I can't say for sure and also not which version. Both of these e-mailaddresses are hosted by the same company. E-mail gets redirected so not forwarded. I don't know how they created the rule itself.

    Question 2: I don't know for sure if e-mail directly to support@sensorcentrale.nl also creates these (empty) messages, since our workflow is to send e-mail to support@rjsafety-security.nl

    I hope you got some more needed information and good luck with testing.

      I'm having a similar problem ... except I'm using remote email piping from a mail server to another server hosting the osTicket instance.

      I'm using automail.pl on the mail server. Mostly the script works, but sometimes it doesn't.

      The headers of the message are coming through ... but not the body.

      I'm running osTicket 1.11 on Amazon Linux 1 with mySql.

      Here's an example (slightly obfuscated):

      From emailaddr@gmail.com Mon Mar 11 15:42:51 2019
      Return-Path: <emailaddr@gmail.com>
      X-Original-To: support@support.example.com
      Delivered-To: support@support.example.com
      Received: from mail-yw1-f45.google.com (mail-yw1-f45.google.com [209.85.161.45])
      (using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384 (256/256 bits))
      (Client CN "smtp.gmail.com", Issuer "GTS CA 1O1" (verified OK))
      by listmail.example.com (Postfix) with ESMTPS id CA1F16226B
      for <support@support.example.com>; Mon, 11 Mar 2019 15:42:50 -0500 (CDT)
      Received: by mail-yw1-f45.google.com with SMTP id 189so255117ywi.3
      for <support@support.example.com>; Mon, 11 Mar 2019 13:42:50 -0700 (PDT)
      DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
      d=gmail.com; s=20161025;
      h=mime-version:references:in-reply-to:from?message-id:subject:to;
      bh=6LC8l/91UXWkRvnCd7IClm7z0NG5PrphUFDBvSfdRhg=;
      b=mD3iUyhk3OyF+x8+cc18CINmKq/wwZAG34uvcIm9zkyqOqAlRwxA/T2M5jSESLWoiv
      gpyMnr69A2iVGHtrlfGH0VcU5LKkeY8XO9i0+bvWxcmXUvzS9yNiR9VIOabubXKzH2OQ
      aAIqTp08NJNFDXG3s3vPmBR8JQ0Ep71Fyrcu4IAZRoZ5acFxgXcyTAA9cE+X4S3ZTHfh
      E41tEe2eTocXi1JbGs8zzRlX2I5JgPKzHGbth46VeIwp/+Z+dZopf1YWJ33Gyxh0MyNp
      lxVTZ3+kPO5Ku/99uWraA/gjjdqvWMvj3g1f/+Ak1a7mGhmoHaPXRVBgo4WI6iFTDHMZ
      0EXw==
      X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
      d=1e100.net; s=20161025;
      h=x-gm-message-state:mime-version:references:in-reply-to:from:date
      :message-id:subject:to;
      bh=6LC8l/91UXWkRvnCd7IClm7z0NG5PrphUFDBvSfdRhg=;
      b=itQhlq01ECRu28KKtBKjF/VUdiy2kWKkuWKTiEmhBySgT/ZuxVEfIthqArOOA589L9
      pcy+BUZ4tkFpodnRHICg45w8kdAsQ1awUC2FKtZkCyZIwUU3e+/azkYawmq87E4esOER
      1bVd+Ug9MDcdFwWuS9UGzLVTAwqtz9f+ym887OHCMpBO178xmh6ROMcwzvr5M1/BeQyW
      aEY5DUMaRGyqklrnZIopwVpjjNIbAFYGcc2R803K0f6spvbL8kV34BD4p3mMarVrZEF1
      E9otWlsBAWAs+OGNBBP0cafz8KyjuuE58G4KeVj9S1CfG8jKfRGtygcx2NbaV+KMs3v5
      FzIw==
      X-Gm-Message-State: APjAAAVHpkhGBeCUInjxUX14JbnUR/sV4wyFMBBHDToIoNhfF/ipsMJD
      325mhZBFZRptbsXR/d6NaNugJcmeMoWcLvT38h/r5Q==
      X-Google-Smtp-Source: APXvYqwFEVCR9yq1XyprKotiurMlA6j7u8FW7CQqtg4uScdFBrHIdydc/510n100880Hx8DIodWDz869BMzL++wcJFo=
      X-Received: by 2002:a0d:f486:: with SMTP id d128mr27044097ywf.48.1552336970018;
      Mon, 11 Mar 2019 13:42:50 -0700 (PDT)
      MIME-Version: 1.0
      References: <Byp9coB-gKHt8-AAAAAEcLAADzAQAATXWWPHyj-support@support.example.com>
      In-Reply-To: <Byp9coB-gKHt8-AAAAAEcLAADzAQAATXWWPHyj-support@support.example.com>
      From: Jeff Green <JeffGreenResume@gmail.com>
      Date: Mon, 11 Mar 2019 14:42:39 -0600
      Message-ID: <CABscxfgD=i_pfW7X=K2OEvy9RTKvOJh4ywHGai+OhcTiGO=-KA@mail.gmail.com>
      Subject: Re: Re: Request to mailing list Consult400 rejected (example.com
      ticket #000898)
      To: Support <support@support.example.com>
      Content-Type: multipart/alternative; boundary="000000000000ab761e0583d79dd7"
      X-Spam-Status: No, score=-2.1 required=5.0 tests=BAYES_00,DKIM_SIGNED,
      DKIM_VALID,DKIM_VALID_AU,DKIM_VALID_EF,FREEMAIL_FROM,HTML_MESSAGE,
      RCVD_IN_DNSWL_NONE,SPF_PASS autolearn=ham autolearn_force=no
      version=3.4.2
      X-Spam-Checker-Version: SpamAssassin 3.4.2 (2018-09-13) on
      listmail.example.com

        fallingrock

        I just noticed something in the log that might be relevant ...

        API Unexpected Data
        thread_entry_recipients: Unexpected data received in API request

          KevinTheJedi I'm not really sure how to apply the github changes ?.

          Unfortunately I can't access the mailserver error logs. Can't find any related errors for apache, php and the database.

            Actually got another one these! This time it came from Apples automated e-mail service.

            10 days later

            KevinTheJedi Seems to be still happening.

            I applied the modifications referenced in ticket 4777.

            Any chance the email "TO" address might be a factor?

            I recently migrated from in house servers to cloud servers ... and the support email address changed.

            I set up a forward from the old address to the new address, but it ends up not being the same.

            The old address was something like: support@example.com

            The new address is similar to support@support.example.com

            Sometimes, when a support question is directed to me personally, I use a t-bird plug-in that to redirect the message to the support address.

            As a result, the message would be delivered to the support address (via automail.pl) but addressed to something other than the actual support email.

            david

              @fallingrock

              I doubt it but maybe?

              It's just extremely weird that another forum user has issues with empty bodies until he switched to fetching (from piping) and now it's all good. For you guys it's quite the opposite. Fetching works for all providers in my testing so I'm not sure what the difference is between your setup and mine. Any additional information will be helpful.

              Cheers.

              4 months later

              Is anything new about this issue ? We have similar problems with emails fetching and empty body.

              osTicket Version v1.12 (a076918) — Up to date
              Web Server Software Apache/2.4.25 (Debian)
              MySQL Version 10.3.15
              PHP Version 7.1.27-1+020190307202204.14+stretch1.gbp7163d5
              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 Setting default timezone is highly recommended
              Database Information and Usage
              Schema osticket (localhost)
              Schema Signature 00c949a623b82848baaf3480b51307e3
              Space Used 107.88 MiB
              Space for Attachments 85.52 MiB
              Timezone CEST (Interpreted as Europe/Berlin)

              10 days later

              We are also facing the issue with empty body when fetching emails from Exchange via iMap unless they are plain text emails which the majority of email are not. We have tested every solution suggestion we have found here without success.

              Server Information from out test server (we are yet to put it into production):
              osTicket Version v1.12.2 (a5d898b) — Up to date
              Web Server Software nginx/1.14.2
              MySQL Version 5.7.27
              PHP Version 7.2.18
              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 UTC
              Database Information and Usage
              Schema osticket (mysql)
              Schema Signature 00c949a623b82848baaf3480b51307e3
              Space Used 2.94 MiB
              Space for Attachments 0.03 MiB
              Timezone UTC

                7 days later

                MagnusS We have the same issue. Work for Gmail but not outlook mail

                  5 days later

                  I have been setting up osticket for the first time and ran into the empty body issue as well using imap fetch + exchange.

                  I tried all the different fixes but the following changed worked for me, on the exchange mailbox with imap enabled go into properties of imap under mailbox features and uncheck "use protocol default" and switch the drop down to HTML and alternative text. After making this change emailed tickets work perfectly.

                  Hope this helps

                    7 months later
                    6 months later

                    I do have the same problem here. It seems to happen with certain HTML e-mail content.

                    Any solution?

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