Some emails not fetched on OTRS 6.0.20

[pnchimbi]

Hi All,

We are experiencing a strange problem ever since we installed OTRS 6. Some emails are not fetched by OTRS or they are fetched but don't appear in the respective queue or any other queue for that matter, even checked the default queues such as RAW and the sender does not receive the auto-response email. Not all emails, it seems to be random.

At first I thought it was the body content of the email and it's somehow being flagged(by the way, there are no PostMaster Filters), but when i copy the exact same body and paste it on a new email and send to the postmaster account, it gets fetched and appears in the queue. So it can't be the body content nor the size of the email. The email does reach the postmaster account but when it's fetched by OTRS, it evaporates into thin air.

OS is CentOS 7.

If anyone can shed some light or point me in the right direction to solve this issue, would appreciate it.

Thanks in advance.

[root]

Hi,

Do you have a test system or a clone of your current one? Looks like someone else is fetching the emails too.

- Roy

[pnchimbi]

Hi,

Had thought of a replica system fetching and we do have one, however, all the PostMaster accounts on the clone had already been disabled(invalid) before switching to the new system.

Furthermore, for my own peace of mind, I had disconnected the clone from the network and resent the same email, same difference, ticket gets fetched but no ticket gets created and don't see it in any queue.

[root]

Hi,

Did you see an entry in the communication log for every fetched e-mail, also for the emails where no ticket is created?

- Roy

[pnchimbi]

Hi,

Apologies for the late reply.

I just resend an email that doesn't generate a ticket. Attached is what i see on the communication logs. That same email, if i copy the body content and subject and paste on a new email, ticket gets generated.

Thanks.

[zzz]

Hey,

That's the output of 'Connection'. Go to the same place and press on 'Message', please.

Best regards
Emin

[pnchimbi]

Morning All,

Managed to get to the root of the problem, had checked the DB and found tickets with the same queue_id already existing. This queue belonged to a different group so it was appending the existing articles. This aligns with Emin's suggestion of checking the exact message on the logs. One of the checks it goes through is the FollowUpCheck References.

I disabled the following settings;
Kernel::System::PostMaster:FollowUpCheck:References

Tickets were now getting generated in the queue.

Thanks Roy & Emin for your help!