[Solved]Problem receiving emails

quique251

Hello.
I'm experiencing a very frustrating problem, and I have not yet been able to find the problem.
I have Osticket 1.14.1 installed, over Debian 10 and MariaDB database.
The tickets arrive via email, I have pop3 and SMTP configured . Normally they arrive witouth problems, but since I upgraded to 1.14.1 sometimes some email simply evaporate. I know that they are failing because the users don't get the automatic response. I've checked the spam folder, and nothing is there. I've checked many email accounts, but the failure is very random, most of the time everything works, but sometimes an email gets lost. When the users resend the email a second time, sometimes it fails again, but less often.
I have not seen anything relevant in the logs. The outgoing email works perfectly.

Thanks a lot for the help.

ntozier

See Admin panel -> Settings -> Users
Is Registration Required enabled?

If so then what is Registration Method set to?

If a User emails the system, and they do not have an account it silently fails if the system cannot register them for an account. Which could describe the symptom that you are seeing. You can see these failures in the system logs if you go to: Admin panel -> Settings -> System and set Default Log Level to either Debug or WARN. Then have one of the people who failed resend the email. It is logged to the ost_syslog table. You can view it in the UI or run a SQL query to get a list of failures.

The SQL query to see information
This one is a little less information but probably all you need:
SELECT created,log FROM ost_syslog WHERE title ='Ticket Denied';
or this one will show you every piece of information about the log entry:
SELECT * FROM ost_syslog WHERE title ='Ticket Denied';

quique251

Is Registration Required enabled?

No, it's been disabled since day one.

Right now my log level is "WARN" and the last log is from February.
I'm going to put it on "debug" and let it run some days, to see if I can get something useful from it.

I've also checked the spam folder in the account's webmail, and is empty.

Thanks for the help 🙂

quique251

I forgot. The web server is Apache, and it is not behind any kind of proxy.

KevinTheJedi

@quique251

The only way we could assist is if you can provide us with a full raw email (including headers) in .txt format so we can attempt to replicate the issue. If mail is being fetched then all mail should be fetched. If it fails, it should log an error somewhere (Apache error logs, PHP error logs, webserver logs, mailserver logs, MySQL error logs, and/or osTicket System Logs).

Cheers.

quique251

I've managed to get hold of two emails, one worked correctly, and the other failed.
I've deleted some private information.

This one got registered without problems:

From
 - Tue Apr 28 10:48:53 2020
X-Account-Key: account6
X-UIDL: 1588063729.99782.p1shqmail01,S=66591
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
X-Mozilla-Keys:                                                                                 
Return-Path: <USER1@gva.es>
Delivered-To: SUPPORT-EMAIL@gva.es
Received: (qmail 99774 invoked from network); 28 Apr 2020 08:48:49 -0000
Received: from unknown (HELO mxint05.gva.es) ([172.27.251.70])
          (envelope-sender <USER1@gva.es>)
          by correo.gva.es (qmail-ldap-1.03) with SMTP
          for <SUPPORT-EMAIL@gva.es>; 28 Apr 2020 08:48:49 -0000
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
  d=gva.es; i=@gva.es; q=dns/txt; s=mail; t=1588063729;
  x=1619599729;
  h=to:from:subject:message-id:date:mime-version;
  bh=aGld3p2xi9W3uguYhdujaLIDRDpS2COjpWtzLFz9B4g=;
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Received: from unknown (HELO [172.17.25.188]) ([172.17.25.188])
  by mxint05.gva.es with ESMTP/TLS/DHE-RSA-AES128-SHA; 28 Apr 2020 10:48:25 +0200
To: Informática <SUPPORT-EMAIL@gva.es>
From: =?UTF-8?Q?Enrique?= <USER1@gva.es>
Subject: Prueba 2
Message-ID: <00c94c5e-e581-5034-ac4b-1f58745240bd@gva.es>
Date: Tue, 28 Apr 2020 10:48:24 +0200
User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:68.0) Gecko/20100101
 Thunderbird/68.7.0
MIME-Version: 1.0
Content-Type: multipart/alternative;
 boundary="------------6175FAFB7785941E35E08B1F"
Content-Language: es-ES
This is a multi-part message in MIME format.
--------------6175FAFB7785941E35E08B1F
Content-Type: text/plain; charset=utf-8; format=flowed
Content-Transfer-Encoding: 8bit

This one failed:

From
 - Tue Apr 28 11:52:30 2020
X-Account-Key: account6
X-UIDL: 1588067549.58033.p1shqmail01,S=4207
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
X-Mozilla-Keys:                                                                                 
Return-Path: <USER2@gva.es>
Delivered-To: SUPPORT-EMAIL@gva.es
Received: (qmail 58029 invoked from network); 28 Apr 2020 09:52:29 -0000
Received: from unknown (HELO albufera2.gva.es) ([172.27.251.70])
          (envelope-sender <USER2@gva.es>)
          by correo.gva.es (qmail-ldap-1.03) with SMTP
          for <SUPPORT-EMAIL@gva.es>; 28 Apr 2020 09:52:29 -0000
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
  d=gva.es; i=@gva.es; q=dns/txt; s=mail; t=1588067548;
  x=1619603548;
  h=date:message-id:from:to:cc:subject:mime-version:
   content-transfer-encoding;
  bh=CYtx0iP5W0Xm99Jhmm75be3UEura//fkyF0WfjUlUt8=;
  b=bd8GemKGRNgXkDH8s2pPz06diSQkA798wKCAYdSkiobbeo3RBm7IyIhA
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Date: Tue, 28 Apr 2020 11:52:28 +0200
Message-ID: <20200428115228.Horde.525KVHbFXEmowwrRalLpBfX@webmail.gva.es>
From: USER2@gva.es
To: SUPPORT-EMAIL@gva.es
Cc: Inma =?utf-8?b?R2Fsw6Fu?= <USER3@gva.es>
Subject: fallo en =?utf-8?b?Y29uZWNjacOzbg==?= a wusu
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KevinTheJedi

@quique251

Well, you only posted the headers so not much we can do with that. Just looking at the two in a diffchecker I can see that the one that is not working does not have a Boundary, but that could be due to how you copied it. So really we need the FULL raw emails including headers to test.

Cheers.

quique251

Hello @KevinTheJedi
I didn't post the full emails due to a privacy concern. Would it be possible to send them to you via email?
Thanks 🙂

KevinTheJedi

@quique251

Can you possibly replicate this issue with a test/dummy email that does not contain sensitive information? That way you can post the contents here?

Cheers.

quique251

SOLVED!
The problem was that I'm an idiot...

So I had a working Osticket, but I needed to migrate it to another VM. I export the database, install a new instance, and get it working. On the old VM I stop Apache and forget about it.

Some of you may already know what happened.

I totally forgot to disable the cron on the old VM, so it was still fetching emails every 5 minutes. So the first one to fetch the email deleted it from the POP3 server. And also, the old one had the SMTP disabled because it had failed before. So it was fetching the emails totally silent. I've started Apache again, conected to the old instance, and all the missing tickets are there, looking at me with judging eyes.

So that's it, user failure. Because there's no patch to that.

Thanks anyway for the help 🙂