Fetched emails make empty tickets

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alexmcneill688
Znuny newbie
Posts: 1
Joined: 11 Sep 2017, 14:05
Znuny Version: 3.0.22

Fetched emails make empty tickets

Post by alexmcneill688 »

OTRS Version: 3.0.22
OS: ubuntu 14.04
Database: Mysql

When running fetchmail against a Gmail inbox, the ticket is created with the proper subject but the body of the email isn't added to the note. Instead, there is only a hyphen. This happens with empty emails or emails with something in the body. I have tried with POP3S and IMAPS.

This is what shows in syslog when I click Fetch Mail:

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Sep 11 15:05:33 NTRS-CGI-10[1580]: [Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1)
Sep 11 15:05:33 NTRS-CGI-10[1580]: message repeated 5 times: [ [Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1)]
Sep 11 15:05:33 NTRS-CGI-10[1580]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2017091110000798/ewtwesgs] created (TicketID=80,Queue=Raw,Priority=3 normal,State=new)
Sep 11 15:05:33 NTRS-CGI-10[1580]: [Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1)
Sep 11 15:05:33 NTRS-CGI-10[1580]: [Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1)
Sep 11 15:05:33 NTRS-CGI-10[1580]: [Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from test@my_domain.com/imap.gmail.com.
I found this post viewtopic.php?t=11762 as the closest to my issue. There's mention of checking that there's nothing else trying to fetch emails too, but I get the same empty ticket with a hyphen when creating fresh gmail accounts too and I don't see any other instances of fetchmail running.

My questions are:
1. Does this syslog line:

Code: Select all

[Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1)
mean the fetched email is empty once it gets to my OTRS server or is OTRS unable to read whats in it?
2. I've heard rumours that version 3.0.22 of OTRS has issues with fetchmail. Is this true and are there any posts/pages for it?
3. Are there templates that OTRS uses for creating tickets from fetched emails I can edit?
OTRS 3.0.22 on ubuntu 14.04 Mysql database
jojo
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Posts: 15019
Joined: 26 Jan 2007, 14:50
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Re: Fetched emails make empty tickets

Post by jojo »

OTRS 3.0.x is outdated and not mantained since years! Actual versiin is 5.0.22 and you missed already 3.1,3.2, 3.3 and OTRS4. OTRS6 is already in the beat, so upgrade
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