[SOLVED] Unable to fetch certain mails

[kongyong92]

Hi all,

I have this persistent MailFetch issue.

Having run some 'trials', I noticed OTRS is having issues with fetching only a few mails from the mailbox.

Question: Are there any specific types of mails of which OTRS is not capable of fetching? e.g. mails in Outlook RichText format? emails with special characters, formatting..etc.?

[root]

Hi,

What's the size of these e-mails?

- Roy

[kongyong92]

Hi Roy,

Thanks for the reply.

The email is 89KB

[root]

Hi,

And you did not get any error in the log? It should be worth to try fetching the e-mails once via the console command, sometimes the output provides more information.

- Roy

[kongyong92]

Hi Roy,

Thanks for the reply.

I am waiting for our European colleagues to check in depth on this issue.

Meanwhile, i am running some tests myself and i think it could be caused by the postmaster filter?

We did install a package to pull multiple values from the email body into the dynamic fields.

We have to pull 20+ values but the UI only enables us to set up to 12 email headers.

As such, we had 3 separate postmaster filters with different email headers set for each filter to do the trick.

The 'stop after match' was set to 'No' for all 3 filters.

Could this be the issue?

[root]

Hi,

The postmaster filter run after the email is fetched. If a fetch fails usually the mail is saved in var/spool and a reprocess is tried once a night (check the daemon settings).

- Roy

[kongyong92]

Hi Roy,

Thanks for the reply.

Not sure if any of the below makes sense but i assume the problem to be:

1. OTRS fetch mails
2. Postmaster filter is ran <- that's when the issue happens. Perhaps a conflict in the filters?
3. Tickets are not created and Mails are saved in var/spool instead
4. Mails on mailbox are not deleted
5. Reprocess is tried on a daily basis
6. When the mails are finally fetched, i ended up with multiple tickets of the same subject being created. I suppose this is a cause of the mails saved in the var/spool then?

P/S. I assume these can be checked in the logs. Unfortunately, I do not yet have access to the logs at the moment. Hence, i am just assuming this is how OTRS is behaving?

[root]

Hi,

Run the reprocess manually with otrs.Console.pl and hopefully you'll see the problem.

- Roy

[kongyong92]

Update:
The issue seems to be a result of viewtopic.php?f=53&t=40460.

Will be closing this for now.

Thanks all for the feedback and advice!