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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