Email/ticket lost !
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Email/ticket lost !
Hello
We do encounter a serious issue. From yesterday it appears that we lost (at least) 2 emails. We use MS Exchange, log says email reached the mailbox which OTRS fetch email with POP3. The mailbox is empty and nothing appears in OTRS.
I'm looking for a PostMaster log, I cannot find anything --> /opt/otrs/var/log relevant.
It happens with two distinct PopMaster mail accounts.
What would make this emails/ticekts disappeared? Is there a log for the PopMaster?
Please any help would be much appreciated.
We do encounter a serious issue. From yesterday it appears that we lost (at least) 2 emails. We use MS Exchange, log says email reached the mailbox which OTRS fetch email with POP3. The mailbox is empty and nothing appears in OTRS.
I'm looking for a PostMaster log, I cannot find anything --> /opt/otrs/var/log relevant.
It happens with two distinct PopMaster mail accounts.
What would make this emails/ticekts disappeared? Is there a log for the PopMaster?
Please any help would be much appreciated.
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Re: Email/ticket lost !
We only have only one OTRS server running, I say this because it happened few years ago that a test server fetched email instead of production one.
I asked the user to resend the same email and i can reproduce the issue. There should be something in this email I guess. I asked him to forward this email and then try to send to the email to the support and that's the same for me, the email get lost.
I asked the user to resend the same email and i can reproduce the issue. There should be something in this email I guess. I asked him to forward this email and then try to send to the email to the support and that's the same for me, the email get lost.
Centos 7 / OTRS::ITSM 6 Business Solutions / MariaDB / Apache
Re: Email/ticket lost !
check the Logfile and the communication log
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Re: Email/ticket lost !
Okay I changed the MinimumLogLevel to debug. I reproduced the issue but nothing appears in this log.
The communication log now... seems more complicated to setup http://doc.otrs.com/doc/manual/develope ... 02s03.html
I suppose I have to copy/past all the necessery code in the config.pm?
The communication log now... seems more complicated to setup http://doc.otrs.com/doc/manual/develope ... 02s03.html
To take advantage of the new system, first create a non-singleton instance of communication log object:
Code: Select all
my $CommunicationLogObject = $Kernel::OM->Create(
'Kernel::System::CommunicationLog',
ObjectParams => {
Transport => 'Email', # Transport log module
Direction => 'Incoming', # Incoming|Outgoing
AccountType => 'POP3', # Mail account type
AccountID => 1, # Mail account ID
},
);
Centos 7 / OTRS::ITSM 6 Business Solutions / MariaDB / Apache
Re: Email/ticket lost !
the communication log is a part in the admin interface of the OTRS6. No need to do any coding
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Re: Email/ticket lost !
This is so cool, I love OTRS.
That said, there is no failed (0).
I noticed that if I change one letter in the object it works! The email become a ticket.
That said, there is no failed (0).
I noticed that if I change one letter in the object it works! The email become a ticket.
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Re: Email/ticket lost !
Connection
When I saw "marked for deletetion" I thaught that I got it, but that's the same log for a proper email/ticket. I suppose this is the POP3 Protocol which delete the email in the mailbox(?).
Message
What's happening? Please could someone help me with the log? Do you have a suggestion why does this ticket try to add a FollowUp to this "ghost ticket"?
Yann
1 Kernel::System::MailAccount::POP3 Open connection to 'owa.fve.ch' (ITMOTRSIT). 17/01/2018 14:29:01
2 Kernel::System::MailAccount::POP3 1 messages available for fetching (ITMOTRSIT/owa.fve.ch). 17/01/2018 14:29:01
3 Kernel::System::MailAccount::POP3 Prepare fetching of message '1/1' (Size: 30.0 KB) from server. 17/01/2018 14:29:01
4 Kernel::System::MailAccount::POP3 Message '1' successfully received from server. 17/01/2018 14:29:01
5 Kernel::System::MailAccount::POP3 Message '1' marked for deletion. 17/01/2018 14:29:01
6 Kernel::System::MailAccount::POP3 Fetched 1 message(s) from server (ITMOTRSIT/owa.fve.ch). 17/01/2018 14:29:01
7 Kernel::System::MailAccount::POP3 Connection to 'owa.fve.ch' closed. 17/01/2018 14:29:02
When I saw "marked for deletetion" I thaught that I got it, but that's the same log for a proper email/ticket. I suppose this is the POP3 Protocol which delete the email in the mailbox(?).
Message
I cannot find any ticket number #018327 BUT I can find THIS => Merged Ticket 018326 to 018328. I think I'm getting closer.1 Kernel::System::PostMaster From: Greder Yann <Yann.Greder@fve.ch> 17/01/2018 14:38:32
2 Kernel::System::PostMaster To: Support - Helpdesk <support@fve.ch> 17/01/2018 14:38:32
3 Kernel::System::PostMaster Subject: TR: Lettres modèle PSAL 17/01/2018 14:38:32
4 Kernel::System::PostMaster Message-ID: <51bec67399224e8c978c5e8ce17394c9@fve.ch> 17/01/2018 14:38:32
5 Kernel::System::PostMaster Message-Id: <51bec67399224e8c978c5e8ce17394c9@fve.ch> 17/01/2018 14:38:32
6 Kernel::System::PostMaster References: <7721c6abf2104e4aae724ee211f94111@avs66-1.ch> <6d2042aba7a7405fa2e3c8a8183f32b4@avs66-1.ch> <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 17/01/2018 14:38:32
7 Kernel::System::PostMaster In-Reply-To: <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 17/01/2018 14:38:32
8 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 17/01/2018 14:38:32
9 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 17/01/2018 14:38:32
10 Kernel::System::PostMaster::FollowUpCheck::References Searching for TicketID in email references. 17/01/2018 14:38:32
11 Kernel::System::PostMaster::FollowUpCheck::References Found valid TicketID '8330' in email references. 17/01/2018 14:38:32
12 Kernel::System::PostMaster Found follow up ticket with TicketNumber '018327' and TicketID '8330'. 17/01/2018 14:38:32
13 Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 17/01/2018 14:38:32
14 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Autoriser accès externe"' 'TR: Lettres modèle PSAL' =~ /Formulaire d'autorisation d'accès pour consultants ou prestataires/i matched NOT! 17/01/2018 14:38:32
15 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire d'autorisation sauvegarde support externe"' 'TR: Lettres modèle PSAL' =~ /Formulaire d'autorisation sauvegarde support externe/i matched NOT! 17/01/2018 14:38:32
16 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire de demande accès e-mails / agenda sur terminal mobile"' 'TR: Lettres modèle PSAL' =~ /Formulaire de demande accès e-mails / agenda sur terminal mobile/i matched NOT! 17/01/2018 14:38:32
17 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire de demande ou suppression de dossiers"' 'TR: Lettres modèle PSAL' =~ /Formulaire de demande ou suppression de dossiers/i matched NOT! 17/01/2018 14:38:32
18 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 17/01/2018 14:38:32
19 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 17/01/2018 14:38:32
20 Kernel::System::PostMaster::FollowUpCheck::References Searching for TicketID in email references. 17/01/2018 14:38:32
21 Kernel::System::PostMaster::FollowUpCheck::References Found valid TicketID '8330' in email references. 17/01/2018 14:38:32
22 Kernel::System::PostMaster Found follow up ticket with TicketNumber '018327' and TicketID '8330'. 17/01/2018 14:38:32
23 Kernel::System::PostMaster::FollowUp Going to create follow up for TicketID '8330'. 17/01/2018 14:38:32
24 Kernel::System::PostMaster::FollowUp Follow up created for TicketID '8330' (ArticleID: '43123') 17/01/2018 14:38:32
25 Kernel::System::PostMaster::FollowUp Charset: utf-8 17/01/2018 14:38:32
26 Kernel::System::PostMaster::FollowUp Content-Type: text/plain 17/01/2018 14:38:32
27 Kernel::System::PostMaster::FollowUp From: Greder Yann <Yann.Greder@fve.ch> 17/01/2018 14:38:32
28 Kernel::System::PostMaster::FollowUp In-Reply-To: <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 17/01/2018 14:38:32
29 Kernel::System::PostMaster::FollowUp Message-ID: <51bec67399224e8c978c5e8ce17394c9@fve.ch> 17/01/2018 14:38:32
30 Kernel::System::PostMaster::FollowUp Message-Id: <51bec67399224e8c978c5e8ce17394c9@fve.ch> 17/01/2018 14:38:32
31 Kernel::System::PostMaster::FollowUp References: <7721c6abf2104e4aae724ee211f94111@avs66-1.ch> <6d2042aba7a7405fa2e3c8a8183f32b4@avs66-1.ch> <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 17/01/2018 14:38:32
32 Kernel::System::PostMaster::FollowUp Subject: TR: Lettres modèle PSAL 17/01/2018 14:38:32
33 Kernel::System::PostMaster::FollowUp To: Support - Helpdesk <support@fve.ch> 17/01/2018 14:38:32
34 Kernel::System::PostMaster::FollowUp X-OTRS-AttachmentCount: 1 17/01/2018 14:38:32
35 Kernel::System::PostMaster::FollowUp X-OTRS-AttachmentExists: yes 17/01/2018 14:38:32
36 Kernel::System::PostMaster::FollowUp X-OTRS-FollowUp-IsVisibleForCustomer: 1 17/01/2018 14:38:32
37 Kernel::System::PostMaster::FollowUp X-OTRS-FollowUp-SenderType: customer 17/01/2018 14:38:32
38 Kernel::System::PostMaster::FollowUp X-OTRS-IsVisibleForCustomer: 1 17/01/2018 14:38:32
39 Kernel::System::PostMaster::FollowUp X-OTRS-SenderType: customer 17/01/2018 14:38:32
40 Kernel::System::PostMaster::FollowUp X-Sender: Yann.Greder@fve.ch.... 17/01/2018 14:38:32
41 Kernel::System::PostMaster::FollowUp FollowUp Article to Ticket [018327] created (TicketID=8330, ArticleID=43123). , 17/01/2018 14:38:32
What's happening? Please could someone help me with the log? Do you have a suggestion why does this ticket try to add a FollowUp to this "ghost ticket"?
Yann
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Re: Email/ticket lost !
Hello
Please any thaught about this case?
Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx?
Please any thaught about this case?
Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx?
Centos 7 / OTRS::ITSM 6 Business Solutions / MariaDB / Apache
Re: Email/ticket lost !
Hi,
did you change state names? I had a system once, all closed states were merged - because someone changed state names wrongly.
Florian
did you change state names? I had a system once, all closed states were merged - because someone changed state names wrongly.
Florian
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Re: Email/ticket lost !
Hi Wurzel
We didn't change the state name. New, open, merged, pending reminder, ...
I always try to keep our OTRS the most standard possible.
Thank you.
We didn't change the state name. New, open, merged, pending reminder, ...
I always try to keep our OTRS the most standard possible.
Thank you.
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Re: Email/ticket lost !
So you enabled the References check in SysConfig...Kernel::System::PostMaster::FollowUpCheck::References Found valid TicketID '8330' in email references.
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Re: Email/ticket lost !
Well I checked, yes it is enabled, was already with OTRS 5. Isn't this feature enabled by default? I had no idea that it exists.
If I understand as long as we have ticket number in the subject, this feature isn't necessary?
Okay with this feature disabled, a new ticket is created! But that's weired, why(/how) does the FollowUpCheck::References "think" that this email has something to do with the merged ticket??
Thanks a lot! I'll have to confirm all this with the first "lost" ticket.
If I understand as long as we have ticket number in the subject, this feature isn't necessary?
Okay with this feature disabled, a new ticket is created! But that's weired, why(/how) does the FollowUpCheck::References "think" that this email has something to do with the merged ticket??
Thanks a lot! I'll have to confirm all this with the first "lost" ticket.
Code: Select all
1 Kernel::System::PostMaster From: Greder Yann <Yann.Greder@fve.ch> 19/01/2018 16:32:49
2 Kernel::System::PostMaster To: Support - Helpdesk <support@fve.ch> 19/01/2018 16:32:49
3 Kernel::System::PostMaster Subject: RE: Lettres modèle PSAL 19/01/2018 16:32:49
4 Kernel::System::PostMaster Message-ID: <11981feba3b14b1b9bb5115214127f91@fve.ch> 19/01/2018 16:32:49
5 Kernel::System::PostMaster Message-Id: <11981feba3b14b1b9bb5115214127f91@fve.ch> 19/01/2018 16:32:49
6 Kernel::System::PostMaster References: <7721c6abf2104e4aae724ee211f94111@avs66-1.ch> <6d2042aba7a7405fa2e3c8a8183f32b4@avs66-1.ch> <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 19/01/2018 16:32:49
7 Kernel::System::PostMaster In-Reply-To: <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 19/01/2018 16:32:49
8 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 19/01/2018 16:32:49
9 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 19/01/2018 16:32:49
10 Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 19/01/2018 16:32:49
11 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Autoriser accès externe"' 'RE: Lettres modèle PSAL' =~ /Formulaire d'autorisation d'accès pour consultants ou prestataires/i matched NOT! 19/01/2018 16:32:49
12 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire d'autorisation sauvegarde support externe"' 'RE: Lettres modèle PSAL' =~ /Formulaire d'autorisation sauvegarde support externe/i matched NOT! 19/01/2018 16:32:49
13 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire de demande accès e-mails / agenda sur terminal mobile"' 'RE: Lettres modèle PSAL' =~ /Formulaire de demande accès e-mails / agenda sur terminal mobile/i matched NOT! 19/01/2018 16:32:49
14 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire de demande ou suppression de dossiers"' 'RE: Lettres modèle PSAL' =~ /Formulaire de demande ou suppression de dossiers/i matched NOT! 19/01/2018 16:32:49
15 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 19/01/2018 16:32:49
16 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 19/01/2018 16:32:49
17 Kernel::System::PostMaster::NewTicket Take UserLogin (Greder.Yann) from customer source backend based on (Yann.Greder@fve.ch.). 19/01/2018 16:32:49
18 Kernel::System::PostMaster::NewTicket Take UserCustomerID (Yann.Greder@fve.ch.) from customer source backend based on (Yann.Greder@fve.ch.). 19/01/2018 16:32:49
19 Kernel::System::PostMaster::NewTicket Going to create new ticket. 19/01/2018 16:32:49
20 Kernel::System::PostMaster::NewTicket New Ticket created: TicketNumber: 018391 TicketID: 8394 Priority: 3 normal State: new CustomerID: Yann.Greder@fve.ch. CustomerUser: Greder.Yann 19/01/2018 16:32:49
[b]21 Kernel::System::PostMaster::NewTicket Going to create new article for TicketID '8394'. 19/01/2018 16:32:49 [/b]
22 Kernel::System::PostMaster::NewTicket Charset: utf-8 19/01/2018 16:32:49
23 Kernel::System::PostMaster::NewTicket Content-Type: text/plain 19/01/2018 16:32:49
24 Kernel::System::PostMaster::NewTicket EmailFrom: Yann.Greder@fve.ch. 19/01/2018 16:32:49
25 Kernel::System::PostMaster::NewTicket From: Greder Yann <Yann.Greder@fve.ch> 19/01/2018 16:32:49
26 Kernel::System::PostMaster::NewTicket In-Reply-To: <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 19/01/2018 16:32:49
27 Kernel::System::PostMaster::NewTicket Message-ID: <11981feba3b14b1b9bb5115214127f91@fve.ch> 19/01/2018 16:32:49
28 Kernel::System::PostMaster::NewTicket Message-Id: <11981feba3b14b1b9bb5115214127f91@fve.ch> 19/01/2018 16:32:49
29 Kernel::System::PostMaster::NewTicket References: <7721c6abf2104e4aae724ee211f94111@avs66-1.ch> <6d2042aba7a7405fa2e3c8a8183f32b4@avs66-1.ch> <f9f7c3beab6a4e6f8d3be7385cd4b029@avs66-1.ch> 19/01/2018 16:32:49
30 Kernel::System::PostMaster::NewTicket SenderEmailAddress: Yann.Greder@fve.ch. 19/01/2018 16:32:49
31 Kernel::System::PostMaster::NewTicket Subject: RE: Lettres modèle PSAL 19/01/2018 16:32:49
32 Kernel::System::PostMaster::NewTicket To: Support - Helpdesk <support@fve.ch> 19/01/2018 16:32:49
33 Kernel::System::PostMaster::NewTicket X-OTRS-AttachmentCount: 1 19/01/2018 16:32:49
34 Kernel::System::PostMaster::NewTicket X-OTRS-AttachmentExists: yes 19/01/2018 16:32:49
35 Kernel::System::PostMaster::NewTicket X-OTRS-CustomerNo: Yann.Greder@fve.ch. 19/01/2018 16:32:49
36 Kernel::System::PostMaster::NewTicket X-OTRS-CustomerUser: Greder.Yann 19/01/2018 16:32:49
37 Kernel::System::PostMaster::NewTicket X-OTRS-FollowUp-IsVisibleForCustomer: 1 19/01/2018 16:32:49
38 Kernel::System::PostMaster::NewTicket X-OTRS-FollowUp-SenderType: customer 19/01/2018 16:32:49
39 Kernel::System::PostMaster::NewTicket X-OTRS-IsVisibleForCustomer: 1 19/01/2018 16:32:49
40 Kernel::System::PostMaster::NewTicket X-OTRS-SenderType: customer 19/01/2018 16:32:49
41 Kernel::System::PostMaster::NewTicket X-Sender: Yann.Greder@fve.ch. 19/01/2018 16:32:49
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Re: Email/ticket lost !
BTW: TicketID=8330
http://yourdomain/otrs/index.pl?Action= ... ketID=8330
http://yourdomain/otrs/index.pl?Action= ... ketID=8330
Because the references refer to the ticket that was merged.Sayannara wrote:Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx?
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Re: Email/ticket lost !
Message: This ticket does not exist, or you don't have permissions to access it in its current state.
Back to the previous page
Go to dashboard!
Okay but it is a new content, it should be a new ticket, why does the system try to add the content to a merged ticket number??crythias wrote:BTW: TicketID=8330
http://yourdomain/otrs/index.pl?Action= ... ketID=8330
Because the references refer to the ticket that was merged.Sayannara wrote:Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx?
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Re: Email/ticket lost !
Another case.... Another customer 14h31 the message arrived to our Exchange sever, 14h41 OTRS fetch the email, pop3
I asked the customer, it was a new email from new message (not answer or forward), customer got the automatic answer
ticketID=8443
ticketNumber=018440
http://support.fednet.local/otrs/custom ... ketID=8443
But if I search with Ticket#:018440
No ticket data found.
I asked the customer, it was a new email from new message (not answer or forward), customer got the automatic answer
ticketID=8443
ticketNumber=018440
http://support.fednet.local/otrs/custom ... ketID=8443
But if I search with Ticket#:018440
No ticket data found.
1 Kernel::System::Email Building message for delivery. 26/01/2018 14:40:04
2 Kernel::System::Email Queuing message for delivery. 26/01/2018 14:40:04
3 Kernel::System::MailQueue Serializing and saving message (ArticleID: 43528, Sender: , Recipient: dupont.dupont@cppvd.ch..., MessageID: <1516974004.277392.893430707@support.fednet.local>) 26/01/2018 14:40:04
4 Kernel::System::MailQueue Successfully stored message for sending. 26/01/2018 14:40:04
5 Kernel::System::Email Successfully queued message for delivery (MessageID: <1516974004.277392.893430707@support.fednet.local>, To: 'dupont.dupont@cppvd.ch...', From: '', Subject: '[Ticket#018440] RE: Modification modèles CPP travailleurs détachés'). 26/01/2018 14:40:04
6 Kernel::System::MailQueue Sending queued message with id '1944'. 26/01/2018 14:41:03
7 Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::SMTP'. 26/01/2018 14:41:03
8 Kernel::System::Email::SMTP Received message for sending, validating message contents. 26/01/2018 14:41:03
9 Kernel::System::Email::SMTP Sending envelope from (mail from: ) to server. 26/01/2018 14:41:03
10 Kernel::System::Email::SMTP Sending envelope to (rcpt to: dupont.dupont@cppvd.ch...) to server. 26/01/2018 14:41:03
11 Kernel::System::Email::SMTP Sending message data to server. 26/01/2018 14:41:03
12 Kernel::System::Email::SMTP Email successfully sent from '' to 'dupont.dupont@cppvd.ch...'. 26/01/2018 14:41:03
13 Kernel::System::MailQueue Message successfuly sent! 26/01/2018 14:41:03
Centos 7 / OTRS::ITSM 6 Business Solutions / MariaDB / Apache
-
- Znuny advanced
- Posts: 118
- Joined: 22 May 2012, 12:37
- Znuny Version: OTRS 7.06
- Real Name: Yann
- Company: FVE
- Contact:
Re: Email/ticket lost !
I aked the customer the send me this specific email. I sent it to the support email. Two new emails are now created.... (!)
The message when the ticket should have been created:
The message when the ticket should have been created:
Please, I really need a hand for this
1 Kernel::System::PostMaster From: Dupont dupont <dupont.dupont@cppvd.ch> 26/01/2018 14:40:03
2 Kernel::System::PostMaster To: Support - Helpdesk <support@fve.ch> 26/01/2018 14:40:03
3 Kernel::System::PostMaster Subject: Modification modèles CPP travailleurs détachés 26/01/2018 14:40:03
4 Kernel::System::PostMaster Message-ID: <64ab586868a34c42b76934f7cac3bfc4@cppvd.ch> 26/01/2018 14:40:03
5 Kernel::System::PostMaster Message-Id: <64ab586868a34c42b76934f7cac3bfc4@cppvd.ch> 26/01/2018 14:40:03
6 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 26/01/2018 14:40:04
7 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 26/01/2018 14:40:04
8 Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 26/01/2018 14:40:04
9 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Autoriser accès externe"' 'Modification modèles CPP travailleurs détachés' =~ /Formulaire d'autorisation d'accès pour consultants ou prestataires/i matched NOT! 26/01/2018 14:40:04
10 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire d'autorisation sauvegarde support externe"' 'Modification modèles CPP travailleurs détachés' =~ /Formulaire d'autorisation sauvegarde support externe/i matched NOT! 26/01/2018 14:40:04
11 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire de demande accès e-mails / agenda sur terminal mobile"' 'Modification modèles CPP travailleurs détachés' =~ /Formulaire de demande accès e-mails / agenda sur terminal mobile/i matched NOT! 26/01/2018 14:40:04
12 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Move to "Formulaire de demande ou suppression de dossiers"' 'Modification modèles CPP travailleurs détachés' =~ /Formulaire de demande ou suppression de dossiers/i matched NOT! 26/01/2018 14:40:04
13 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 26/01/2018 14:40:04
14 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 26/01/2018 14:40:04
15 Kernel::System::PostMaster::NewTicket Take UserLogin (Dupont dupont) from customer source backend based on (dupont.dupont@cppvd.ch..). 26/01/2018 14:40:04
16 Kernel::System::PostMaster::NewTicket Take UserCustomerID (dupont.dupont@cppvd.ch..) from customer source backend based on (dupont.dupont@cppvd.ch..). 26/01/2018 14:40:04
17 Kernel::System::PostMaster::NewTicket Going to create new ticket. 26/01/2018 14:40:04
18 Kernel::System::PostMaster::NewTicket New Ticket created: TicketNumber: 018440 TicketID: 8443 Priority: 3 normal State: new CustomerID: dupont.dupont@cppvd.ch.. CustomerUser: Dupont dupont 26/01/2018 14:40:04
19 Kernel::System::PostMaster::NewTicket Going to create new article for TicketID '8443'. 26/01/2018 14:40:04
20 Kernel::System::PostMaster::NewTicket Charset: utf-8 26/01/2018 14:40:04
21 Kernel::System::PostMaster::NewTicket Content-Type: text/plain 26/01/2018 14:40:04
22 Kernel::System::PostMaster::NewTicket EmailFrom: dupont.dupont@cppvd.ch.. 26/01/2018 14:40:04
23 Kernel::System::PostMaster::NewTicket From: Dupont dupont <dupont.dupont@cppvd.ch> 26/01/2018 14:40:04
24 Kernel::System::PostMaster::NewTicket Message-ID: <64ab586868a34c42b76934f7cac3bfc4@cppvd.ch> 26/01/2018 14:40:04
25 Kernel::System::PostMaster::NewTicket Message-Id: <64ab586868a34c42b76934f7cac3bfc4@cppvd.ch> 26/01/2018 14:40:04
26 Kernel::System::PostMaster::NewTicket SenderEmailAddress: dupont.dupont@cppvd.ch.. 26/01/2018 14:40:04
27 Kernel::System::PostMaster::NewTicket Subject: Modification modèles CPP travailleurs détachés 26/01/2018 14:40:04
28 Kernel::System::PostMaster::NewTicket To: Support - Helpdesk <support@fve.ch> 26/01/2018 14:40:04
29 Kernel::System::PostMaster::NewTicket X-OTRS-AttachmentCount: 3 26/01/2018 14:40:04
30 Kernel::System::PostMaster::NewTicket X-OTRS-AttachmentExists: yes 26/01/2018 14:40:04
31 Kernel::System::PostMaster::NewTicket X-OTRS-CustomerNo: dupont.dupont@cppvd.ch.. 26/01/2018 14:40:04
32 Kernel::System::PostMaster::NewTicket X-OTRS-CustomerUser: Dupont dupont 26/01/2018 14:40:04
33 Kernel::System::PostMaster::NewTicket X-OTRS-FollowUp-IsVisibleForCustomer: 1 26/01/2018 14:40:04
34 Kernel::System::PostMaster::NewTicket X-OTRS-FollowUp-SenderType: customer 26/01/2018 14:40:04
35 Kernel::System::PostMaster::NewTicket X-OTRS-IsVisibleForCustomer: 1 26/01/2018 14:40:04
36 Kernel::System::PostMaster::NewTicket X-OTRS-SenderType: customer 26/01/2018 14:40:04
37 Kernel::System::PostMaster::NewTicket X-Sender: dupont.dupont@cppvd.ch.. 26/01/2018 14:40:04
Centos 7 / OTRS::ITSM 6 Business Solutions / MariaDB / Apache
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Email/ticket lost !
It could very well be in a queue for which the current user does not have permissions.Sayannara wrote:Message: This ticket does not exist, or you don't have permissions to access it in its current state.
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