I am experiencing a weird situation. Around 5% of the e-mails are not fetched. After some struggling I have setup fetching e-mails from the server and also sending e-mails (needed to modify stmp.php file).
So I was finally satisfied, when I discovered (after complains) that some e-mails are not fetched. Possibly also some e-mails are not sent, but this I cannot reall check.
Version 1.9.14 8b927a0
osTicket Version v1.9.14 (8b927a0) — Up to date
Web Server Software Apache
MySQL Version 5.5.49
PHP Version 5.6.21
PHP Extensions: gdlib, imap, xml, xml-dom, json, mbstring, phar, fileinfo
PHP Settings: cgi.fix_pathinfo: "1"
OSTICKET is setup on synology (but not from an app installer, installed manually)
Port Number: 993
Mail Box Protocol: IMAP + SSL
Fetch Frequency: 15min
Emails per Fetch: 50
Fetched Emails: Do nothing
Header Spoofing: Allow
Just to emphasize this is confirmed to work, so setup is rather out of suspicion.
Incoming Email settings:
Email Fetching: Enabled, Fetch on auto-cron
Accept All Emails: Yes, from uknown too
After complains due to no answer for some tickets I have entered the inbox of the e-mail and started to manual comparing what was fetched by osTicket and what was not. Unfortunately there was no conclusion. Further in the description I will refer to the emails that were not fetched as "the emails".
1. First I though it is during some server update or backup (it is installed on synology), but since it is done in a scheduled matter and the emails' timing were not aligning, I have rejected this theory
2. Then I though it is some banned users or spammers list, but then I discovered it happened many times that one user could send first e-mail, create a ticket get couple of replies and suddenly one e-mail was not fetched. Later the same user could create another ticket. Therefore it could not be related to e-mail address.
3. Then I though there is some (i.e.) signature with full html/js that is being rejected, but again with one user I have done some troubleshooting and he was sending all e-mails from the same PC, same outlook, same signature. One was fetched, another not. So probably not html/js in content
4. I have tried to put back the emails to the osticket by forwarding them (inbox opened as folder in my outlook) then forward, remove my signature, set "reply to" to the address of the person and forward. Then e-mail would pop up in the inbox as continued discussion and hopefully it would be fetched.
4a. while forwarding I have tested this method several times and it worked well, but not always! Of course I was mostly forwarding e-mails that were not fetched, so I think that high rate of failure was related to e-mails
4b. I have been modifying emails in various way to test forwarding/fetching. For example I change format html->rich text / html->text or removed signature or even topic or further modifications. Unfortunately I could not figure out a pattern here. Some e-mail were successfully fetched after forwarding, MOST not.
I have now collected all the emails in a special folder for checking similarities. If the failed forwards should be excluded there are now 11 emails for last 2 months. I have even checked headers, but since I do not know what to look for, I could have missed something valuable.
I would appreciate your hints in solving the issue. You may imagine it is quite annoying to have weekly review if there were any emails not fetched to add them manually.