Some responses not getting picked up

almattgti

Hi All,

Having an issue last couple weeks with our osTicket. Some ticket responses are not getting picked up by the ticketing software. We use Office365 as our email. The only work around is to include who ever is assigned the ticket as an collaborator.

Initially we thought it was to do with attachments been too big, but then a missing response came back with only 2-3MB file in it, and we can receive emails with nearly 60MB in them. But now today an email response didn't get picked up with no attachment.

Any help would be great. Below is specs of our server.

ntozier

Is the email response "not getting picked up" from the ticket opener or Agent assigned to the ticket?

almattgti

Hi ntozier,

Apologies for late reply on this.

The initial email from third party gets picked up, and a ticket opens. Then an agent will respond back to third party. But some emails from third party are not getting picked up after this. This happens intermittently, not all the time. I consistently must check the email address used for the emails to see if any email that didn't picked up. Time consuming as I must go through every ticket.

One thing is I did update from 1.12.4 about 2 months ago, and another agent spotted that some emails are not getting processed. As they ask third party if issue has been resolved and get answer back to did you not read my last response. This is how it was spotted in first place and we put it down to the attachment due to its size at first. But then as mentioned before some emails came with 2-3MB and they didn't get processed and now no attachment email the other day.