Hey there!

I have some issues with the email fetching of osTicket.
It was working for several years without any problem. But suddenly it startet to move some (apparently random) mails to the 'processed' folder but not creating a ticket for them. The affected email stays as unread in the processed folder. When moving it back to the inbox, sometimes it's processed with next cron run, sometimes not. It's not the sender's mail address, we are receiving dozens of emails from same address each day without any issue.

I've already upgraded to v1.12 in hope of improvement, but the issue still persists.

Of course I searched the forum for similar issues and found one thread from March '17:
https://forum.osticket.com/d/90177-some-email-not-creating-tickets

@ntozier asked some questions which I want to answer in advance:
1.) It already thinks that there is a ticket for that email: I'm not sure how to check that. Anyway, this emails are including a unique ID from senders ticket system. So in my opinion osTicket cannot think that there's already a ticket for that email.
2.) You require registration to open tickets, and the person doesn't have an account: No, we don't require registration.
3.) that an email before it is causing mail not to be fetched at all (malformed headers): I'm not sure how to check that.

Has anyone an idea how to solve this?
Thanks a lot!

regarding 1.
All emails contain a unique identifier (message-id). This identifier is logged on tickets created via email. I was saying that if the system already has a ticket with that identifier then it would not open a new ticket. It uses it to try to match emails to existing tickets. So it would update the old/other ticket.

regarding 2.
You would not be getting any tickets from email as it would never get past that malformed email. [unless osTicket behavior has changed and no one told me... @KevinTheJedi ]

Version of PHP?
PHP error logs?
Do you have any ticket filters?

Hey ntozier, thanks four your reply!

PHP-version 7.1

Here're some lines from the error log:

[Wed May 22 09:19:46 2019] [error] [client 123.456.654.321] sh: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?id=4601
[Wed May 22 09:19:46 2019] [error] [client 123.456.654.321] /bin/bash: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?id=4601
[Wed May 22 09:55:44 2019] [error] [client 123.456.654.321] sh: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?id=4581
[Wed May 22 09:55:44 2019] [error] [client 123.456.654.321] /bin/bash: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?id=4581
[Wed May 22 09:58:50 2019] [error] [client 123.456.654.321] sh: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?id=4587
[Wed May 22 09:58:50 2019] [error] [client 123.456.654.321] /bin/bash: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?id=4587
[Wed May 22 13:18:50 2019] [error] [client 123.456.654.321] sh: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?a=open&uid=245
[Wed May 22 13:18:50 2019] [error] [client 123.456.654.321] /bin/bash: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?a=open&uid=245
[Wed May 22 13:18:50 2019] [error] [client 123.456.654.321] sh: warning: setlocale: LC_ALL: cannot change locale (de): No such file or directory, referer: http://mybusiness.at/scp/tickets.php?a=open&uid=245

There's no other error.

Regarding ticket filters. Yes, we are using some. I've disabled all of them for testing now.

One more question... do you have any banned emails?
[that would cause osTicket to ignore emails from the banned emails]
You can see them at: Admin panel -> Emails -> Banlist

    @memento

    I would also like to add that you should check your osTicket System Logs for any related errors/warnings.

    Cheers.

      5 days later

      Hey again!
      ntozier: Yes, there are a lot of mail addresses in this list, but not created by myself...
      But of course, senders email-address is not included. Should I try to clear this list?

      KevinTheJedi : I set loglevel to debug, but there is'nt any error/warning about this email.

      Thanks again!

            7 days later

            Hey again!
            As I mentioned before, I've disabled all email filters and also cleared the banlist.

            Unfortunately, some mails still are not processed. ?

            Has anyone another idea what this behaviour can be caused by?

            Thanks a lot!

            2 months later

            Good Morning.

            I have experienced the same problem, in some cases I receive the new tickect alert even with its ticket identifier, however when I access osticket the ticket has not been created, I have also verified that it is not created in the database.

            I come from previous versions but I have updated to version 1.12

            Finally I was able to solve the problem using a custom sequence instead of using the random sequence for ticket numbers,

            I hope this helps you, in my case it has been the only way to solve it.

            sorry for my english

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