Email/ticket lost !

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Sayannara
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Email/ticket lost !

Post by Sayannara » 16 Jan 2018, 16:10

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.
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Re: Email/ticket lost !

Post by Sayannara » 16 Jan 2018, 16:32

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.
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Re: Email/ticket lost !

Post by jojo » 16 Jan 2018, 16:34

check the Logfile and the communication log
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Re: Email/ticket lost !

Post by Sayannara » 16 Jan 2018, 17:25

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
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
    },
);
I suppose I have to copy/past all the necessery code in the config.pm?
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Re: Email/ticket lost !

Post by jojo » 16 Jan 2018, 17:27

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 !

Post by Sayannara » 17 Jan 2018, 10:21

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.
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Re: Email/ticket lost !

Post by Sayannara » 17 Jan 2018, 15:52

Connection
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
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
I cannot find any ticket number #018327 BUT I can find THIS => Merged Ticket 018326 to 018328. I think I'm getting closer.

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"?

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Re: Email/ticket lost !

Post by Sayannara » 19 Jan 2018, 09:24

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?
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Re: Email/ticket lost !

Post by wurzel » 19 Jan 2018, 09:28

Hi,

did you change state names? I had a system once, all closed states were merged - because someone changed state names wrongly.


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    Re: Email/ticket lost !

    Post by Sayannara » 19 Jan 2018, 12:16

    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.
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    Re: Email/ticket lost !

    Post by reneeb » 19 Jan 2018, 12:57

    Kernel::System::PostMaster::FollowUpCheck::References Found valid TicketID '8330' in email references.
    So you enabled the References check in SysConfig...
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    Re: Email/ticket lost !

    Post by Sayannara » 19 Jan 2018, 17:38

    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.

    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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    crythias
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    Re: Email/ticket lost !

    Post by crythias » 24 Jan 2018, 17:32

    BTW: TicketID=8330
    http://yourdomain/otrs/index.pl?Action= ... ketID=8330
    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?
    Because the references refer to the ticket that was merged.
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    Re: Email/ticket lost !

    Post by Sayannara » 30 Jan 2018, 10:24

    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!
    crythias wrote:BTW: TicketID=8330
    http://yourdomain/otrs/index.pl?Action= ... ketID=8330
    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?
    Because the references refer to the ticket that was merged.
    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?? :(
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    Re: Email/ticket lost !

    Post by Sayannara » 30 Jan 2018, 10:39

    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.

    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

    Sayannara
    OTRS wizard
    Posts: 116
    Joined: 22 May 2012, 12:37
    OTRS Version?: OTRS 6.03
    Real Name: Yann
    Company: FVE
    Contact:

    Re: Email/ticket lost !

    Post by Sayannara » 30 Jan 2018, 12:39

    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:


    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
    Please, I really need a hand for this :-(
    Centos 7 / OTRS::ITSM 6 Business Solutions / MariaDB / Apache

    User avatar
    crythias
    Moderator
    Posts: 9980
    Joined: 04 May 2010, 18:38
    OTRS Version?: 5.0.x
    Location: SouthWest Florida, USA
    Contact:

    Re: Email/ticket lost !

    Post by crythias » 30 Jan 2018, 19:08

    Sayannara wrote:
    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!
    It could very well be in a queue for which the current user does not have permissions.
    OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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