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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

[resolved] Tickets not accessible via web interface if mail-domain-verification is enabled

Dear OSTicket team/users,

a week ago we discovered a strange behaviour of our OSTicket v1.9.8.1installation.
When our system got emails via imap login, tickets were created as expected and could be answered via email.
However the tickets did not appear in the web interface and neither could be accessed with the ticket number received in the ticket creation notification.
When we created a ticket from the web-interface there was no problem at all, the ticket appeared in the web interface as intended. We assume this behaviour started in early september, since there were no tickets created later who are
accessible from the web interface. The error logs showed no unusual messages either. By brute forcing configuration changes we found a workaround: Uncheck "verify email address domain" in the email preferences of OSTicket and new tickets will appear in the web interface, when created via mail.
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Comments

  • 1.9.8.1 is really old.  You should upgrade and test again.

    Although I find it more likely that the tickets are being assigned to a department that you do not have access to.
  • "Although I find it more likely that the tickets are being assigned to a department that you do not have access to."

    This is not the case. Also our workaround seemed to stop working today. This is really bizarre. I'll update OSTicket and test whether this is still happening.
  • I upgraded to v1.10 and the behaviour persists. I will reinstall OSTicket now.
  • I find it unlikely that Re-installing is going to fix your issue. 

    "This is not the case. Also our workaround seemed to stop working today. This is really bizarre. I'll update OSTicket and test whether this is still happening."
    Please prove this statement by providing screen shots of your user account, department, roles, etc settings.  

    It also sort of sounds like you have more than one version of osTicket installed and collecting emails.  Which would also explain why you cannot see the tickets in the live one.
  • "It also sort of sounds like you have more than one version of osTicket
    installed and collecting emails.  Which would also explain why you
    cannot see the tickets in the live one."

    This is exactly what was the case. It is really embarrassing, but the problem did not have anything to do with OSTicket itself. When we moved to another server some time ago the OSTicket files remained on the old server. Although they were not accessible from the internet, there was a cronjob still running on the server which pulled the mails from the mailbox. We managed to shut it down so now hopefully this has an end.

    I'm really sorry i wasted your time. Thanks for trying to help me.
  • Very welcome and I'm glad that we found out what was going on!  :)

    I'll mark this as resolved and close it, but if you have any other questions please feel free to post again.
This discussion has been closed.