osTicket Version v1.15.1 (fe1d1f8) — v1.15.2 is available
Web Server Software Apache/2.4.37 (centos) OpenSSL/1.1.1c
MySQL Version 10.3.17
PHP Version 7.4.4
A few hours ago an important email did not download in OSTicket & there was a big internal escalation.
Emails are hosted with CPanel
Primary mailbox: email@example.com
a copy is routed to mailbox: firstname.lastname@example.org (stored for archive)
a copy is routed to mailbox: email@example.com (downloaded in OSticket)
The customer's email was received in firstname.lastname@example.org mailbox. A copy gets forwarded to email@example.com that is downloaded in OSTicket but this email is no-where in OSticket.
No errors in Admin Panel > Dashoard > System Logs. Where else can I check for any errors or the reason why this email did not get into OSTicket.
The email was from a CEO of a very large corporation that was not responded to (because the support team did not see it in OSTicket). This matter has its has gotten internally super escalated.
Appreciate any help I can get to zero down on the root cause
. Luckily, the email gets copied into a backup mailbox & that's how we realized we had received one