Some emails not fetched on OTRS 6.0.20

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pnchimbi
OTRS newbie
Posts: 2
Joined: 14 Jan 2020, 18:44
OTRS Version?: 6.0.20
Real Name: Paschal Nchimbi

Some emails not fetched on OTRS 6.0.20

Post by 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
Moderator
Posts: 1936
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: Some emails not fetched on OTRS 6.0.20

Post by 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
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

pnchimbi
OTRS newbie
Posts: 2
Joined: 14 Jan 2020, 18:44
OTRS Version?: 6.0.20
Real Name: Paschal Nchimbi

Re: Some emails not fetched on OTRS 6.0.20

Post by 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
Moderator
Posts: 1936
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Some emails not fetched on OTRS 6.0.20

Post by 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
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

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