Postmaster reading email but not creating tickets (RESOLVED)

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kruegerM
OTRS expert
Posts: 204
Joined: 02 Dec 2010, 16:53
OTRS Version?: 6.0.19
Real Name: Marc
Company: National Jewish Health
Location: Denver, CO

Postmaster reading email but not creating tickets (RESOLVED)

Post by kruegerM »

I cloned our production server to a different machine to test some up-coming modifications. When I send email to the account on the test server, OTRS reads it, but doesn't create a ticket. None of the attempts shown below caused any errors in the System Log or log files that I could find.
Below is my setup.
Postmaster.PNG
When I Fetch the mail, they disappear from the server, but never make tickets.

I sent 3 more emails and used otrs.Console and got the following:
[otrs@otrstest ~]$ bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch
Spawning child process to fetch incoming messages from mail accounts...
otrstest.natj.org (IMAP)...
IMAP: Message 1/3 (iscentral/otrstest.natj.org)
IMAP: Message 2/3 (iscentral/otrstest.natj.org)
IMAP: Message 3/3 (iscentral/otrstest.natj.org)
IMAP: Connection to otrstest.natj.org closed.
Done.

But still no tickets created.

3 more emails sent and tried fetchmail - it also showed emails read, but created no tickets:
[otrs@otrstest ~]$ fetchmail -a
depth=0 OU = IMAP server, CN = imap.example.com, emailAddress = postmaster@example.com
verify error:num=18:self signed certificate
verify return:1
depth=0 OU = IMAP server, CN = imap.example.com, emailAddress = postmaster@example.com
verify error:num=10:certificate has expired
notAfter=Oct 1 21:29:04 2019 GMT
verify return:1
depth=0 OU = IMAP server, CN = imap.example.com, emailAddress = postmaster@example.com
notAfter=Oct 1 21:29:04 2019 GMT
verify return:1
3 messages for iscentral at otrstest.natj.org.
reading message iscentral@otrstest.natj.org:1 of 3 (749 header octets) (0 body octets) flushed
reading message iscentral@otrstest.natj.org:2 of 3 (749 header octets) (0 body octets) flushed
reading message iscentral@otrstest.natj.org:3 of 3 (749 header octets) (0 body octets) flushed

Still no tickets

As a last test, I ran the following:
cat doc/sample_mails/test-email-1.box | bin/otrs.Console.pl Maint::PostMaster::Read
and it created the ticket fine.

I'm at a loss of where to look next.
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kruegerM
OTRS expert
Posts: 204
Joined: 02 Dec 2010, 16:53
OTRS Version?: 6.0.19
Real Name: Marc
Company: National Jewish Health
Location: Denver, CO

Re: Postmaster reading email but not creating tickets (RESOLVED)

Post by kruegerM »

I FOUND IT.

Makes sense too - almost feel foolish for posting - but anyhoo ---

The problem was the "From" user. All my tests were done from user 'otrs' - who doesn't exist in our LDAP, so can't be found as a customer. Without a valid customer - no ticket was created.

Lesson : Make sure any test emais come from a valid address!!!

M

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