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

Some email not creating tickets

Hello Helpful People!
We currently are using osTicket to retrieve email from a dedicated inbox. It's been working great for the past several months and haven't had many problems until now. We noticed that some emails are being processed (moved into the processed folder) but osTicket isn't making them into actual tickets. It's not happening constantly but enough to be noticed. We had this happen once last month, that's when I turned on debug logging and turned off all ticket filters so I can see if the system will tell me anything about this. We had this happen again twice on Monday but the debug log didn't show anything about it.
One possibility is that the emails that aren't being made into tickets have only been (so far that we've seen) auto-generated emails that come from our SharePoint page from users requesting user accounts. The emails always start with "Associate Termination:" or "New Email Account:" but ends with a different word/name each time. Is it possible the ticketing system is confusing the first few words and thinking it already made a ticket and it ignores it?

I'm not completely verse in this system so please be patient and ask me as many questions as you need!

See attached photos for osTicket info and Email settings. The "System Logs" just show "Cron Job executed" during the time it retrieved the email and moved it to process. It's running on a Windows Server 2012 R2 system. Please let me know if you need anything else.



Comments

  • Doesn't look like the attached files saved. I'm going to try this again...

    imageimage
    EmailSettings.JPG
    953 x 772 - 147K
    About osTicket.JPG
    961 x 609 - 106K
  • So the only reasons that I can think of that osTicket would not create tickets are:

    1. It already thinks that there is a ticket for that email.
    2. You require registration to open tickets, and the person doesn't have an account.
    3. that an email before it is causing mail not to be fetched at all (malformed headers)
  • Hi ntozier, thanks for replying!

    1. It already thinks that there is a ticket for that email.
    That's what I was thinking as well. Is there any way to confirm this? (like through a log or something

    2. You require registration to open tickets, and the person doesn't have an account.
    We don't require registration to open a ticket.

    3. that an email before it is causing mail not to be fetched at all (malformed headers)
    If the message was moved to "Processed" then wouldn't that debunk this?


  • Just found out, when I move the message from Processed back to the inbox, osTicket will move it back but not create a ticket with it. I also tried forwarding it using the same email it retrieves and it does the same thing; moves the message to Processed but doesn't make a ticket.
  • edited April 3
    Another thing to add to this:
    When someone forwards a message to us (the same message that was sent to the ticket mailbox but osTicket never made a ticket for it), then osTicket will attach the message to another random ticket that isn't related to that message and reopen the ticket.

    Hopefully this bumps up this thread since we're still looking for a resolution.

    Thanks!

  • Can you provide some header examples? Remove any identifying information you want, but it would help if someone can take a look at the actual headers of a message that is getting processed but not created.

    And is there a reason you don't upgrade to 1.9.15 which is the most current in the 1.9 branch (or better yet to 1.10 but then I would update your PHP to 5.6 as well)

  • Hi Blueyeguy,
    I'll copy and paste the headers at the bottom of this post. The first one will be the Good ticket (the one that was submitted awhile back), the 2nd one is the email that didn't get a ticket generated; but when someone forwarded it to the ticketing system is attached it self to the "Good Ticket" (first header). I've removed a lot of the diagnostic entries to lower the character amount - let me know if you need them.

    As for upgrading, we haven't had time to upgrade yet. But from what I read, there is no specific fix for a problem I'm currently having; so it wasn't a high priority for me. However, it should be easy enough to upgrade to 1.9.15 if I need to.

    Here's the first header:
    (good ticket)

    Received: from DM5PR15MB1931.namprd15.prod.outlook.com (10.174.247.147) by
     MWHPR15MB1935.namprd15.prod.outlook.com (10.174.100.148) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id
     15.1.888.16 via Mailbox Transport; Wed, 8 Feb 2017 21:15:59 +0000
    Received: from DM5PR15MB1162.namprd15.prod.outlook.com (10.173.208.148) by
     DM5PR15MB1931.namprd15.prod.outlook.com (10.174.247.147) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id
     15.1.888.16; Wed, 8 Feb 2017 21:15:58 +0000
    Received: from BLUPR15CA0059.namprd15.prod.outlook.com (10.162.95.155) by
     DM5PR15MB1162.namprd15.prod.outlook.com (10.173.208.148) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id
     15.1.888.16; Wed, 8 Feb 2017 21:15:57 +0000
    Received: from BL2NAM02FT029.eop-nam02.prod.protection.outlook.com
     (2a01:111:f400:7e46::203) by BLUPR15CA0059.outlook.office365.com
     (2a01:111:e400:8d9::27) with Microsoft SMTP Server (version=TLS1_2,
     cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16 via
     Frontend Transport; Wed, 8 Feb 2017 21:15:57 +0000
    Authentication-Results: spf=pass (sender IP is 23.96.243.78)
     smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not
     signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none
     header.from=MYBUSINESS.com;MYBUSINESS.com; dkim=none (message not signed)
     header.d=none;
    Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com
     designates 23.96.243.78 as permitted sender) receiver=protection.outlook.com;
     client-ip=23.96.243.78; helo=us-emailsignatures-cloud.codetwo.com;
    Received: from us-emailsignatures-cloud.codetwo.com (23.96.243.78) by
     BL2NAM02FT029.mail.protection.outlook.com (10.152.77.100) with Microsoft SMTP
     Server (version=TLS1_0, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA_P384) id
     15.1.888.7 via Frontend Transport; Wed, 8 Feb 2017 21:15:57 +0000
    Received: from NAM03-DM3-obe.outbound.protection.outlook.com (207.46.163.20) by us-emailsignatures-cloud.codetwo.com with CodeTwo SMTP Server (TLS) via SMTP; Wed, 08 Feb 2017 21:15:56 +0000
    Received: from DM5PR15CA0034.namprd15.prod.outlook.com (10.174.245.148) by
     MWHPR15MB1168.namprd15.prod.outlook.com (10.175.2.22) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id
     15.1.888.16; Wed, 8 Feb 2017 21:15:52 +0000
    Received: from BL2NAM02FT054.eop-nam02.prod.protection.outlook.com
     (2a01:111:f400:7e46::207) by DM5PR15CA0034.outlook.office365.com
     (2603:10b6:4:4b::20) with Microsoft SMTP Server (version=TLS1_2,
     cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.1.888.16 via
     Frontend Transport; Wed, 8 Feb 2017 21:15:52 +0000
    Authentication-Results: spf=pass (sender IP is 67.51.47.90)
     smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not
     signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none
     header.from=MYBUSINESS.com;MYBUSINESS.com; dkim=none (message not signed)
     header.d=none;
    Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com
     designates 67.51.47.90 as permitted sender) receiver=protection.outlook.com;
     client-ip=67.51.47.90; helo=sharepointserver.MYBUSINESS.com;
    Received: from sharepointserver.MYBUSINESS.com (67.51.47.90) by
     BL2NAM02FT054.mail.protection.outlook.com (10.152.77.107) with Microsoft SMTP
     Server id 15.1.888.7 via Frontend Transport; Wed, 8 Feb 2017 21:15:51 +0000
    Received: from sharepointserver.MYBUSINESS.com ([sharepointipaddress]) by sharepointserver.MYBUSINESS.com with Microsoft SMTPSVC(7.5.7601.17514);
         Wed, 8 Feb 2017 13:16:51 -0800
    Date: Wed, 8 Feb 2017 13:16:51 -0800
    To: <osticketmailbox@MYBUSINESS.com>
    CC: <copytoanother@MYBUSINESS.com>
    Content-Transfer-Encoding: quoted-printable
    From: =?utf-8?B?SVQgRGVwdA==?= <fromoursharepoint@MYBUSINESS.com>
    Content-Type: text/html; charset="utf-8"
    Subject: New Email Account: John Johnson
    MIME-Version: 1.0
    Reply-To: <anothermailbox@MYBUSINESS.com>
    X-Mailer: Microsoft SharePoint Foundation 2010
    Return-Path: fromoursharepoint@MYBUSINESS.com
    Message-ID: <sharepointserveroZolmRBaYFku0000003b@sharepointserver.MYBUSINESS.com>
    X-OriginalArrivalTime: 08 Feb 2017 21:16:51.0189 (UTC) FILETIME=[AA36FA50:01D28250]
    X-EOPAttributedMessage: 1
    X-MS-Exchange-Organization-Network-Message-Id: 168bfdd7-84d6-4bed-98fb-08d45067ac89
    X-MS-Exchange-Organization-MessageDirectionality: Originating
    X-MS-Exchange-Transport-CrossTenantHeadersStripped: BL2NAM02FT029.eop-nam02.prod.protection.outlook.com
    X-MS-Exchange-CrossTenant-OriginalArrivalTime: 08 Feb 2017 21:15:57.1697
     (UTC)
    X-MS-Exchange-CrossTenant-Id: 62936667-2d13-4f8e-b3e8-fb82f39b57bf
    X-MS-Exchange-CrossTenant-OriginalAttributedTenantConnectingIp: TenantId=62936667-2d13-4f8e-b3e8-fb82f39b57bf;Ip=[23.96.243.78];Helo=[us-emailsignatures-cloud.codetwo.com]
    X-MS-Exchange-CrossTenant-FromEntityHeader: HybridOnPrem
    X-MS-Exchange-Transport-CrossTenantHeadersStamped: DM5PR15MB1162
    X-MS-Exchange-Organization-AuthSource: BL2NAM02FT029.eop-nam02.prod.protection.outlook.com
    X-MS-Exchange-Organization-AuthAs: Anonymous
    X-OriginatorOrg: MYBUSINESS.com
    X-MS-Exchange-Transport-EndToEndLatency: 00:00:02.9071159

  • Here's the second: (no ticket)

    Received: from CY4PR15MB1927.namprd15.prod.outlook.com (10.174.54.148) by
     BN6PR15MB1924.namprd15.prod.outlook.com (10.174.239.148) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id
     15.1.1005.10 via Mailbox Transport; Thu, 30 Mar 2017 00:41:45 +0000
    Received: from BLUPR15CA0016.namprd15.prod.outlook.com (10.163.78.26) by
     CY4PR15MB1927.namprd15.prod.outlook.com (10.174.54.148) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id
     15.1.991.14; Thu, 30 Mar 2017 00:41:44 +0000
    Received: from SN1NAM02FT012.eop-nam02.prod.protection.outlook.com
     (2a01:111:f400:7e44::208) by BLUPR15CA0016.outlook.office365.com
     (2a01:111:e400:52ba::26) with Microsoft SMTP Server (version=TLS1_2,
     cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1005.10 via
     Frontend Transport; Thu, 30 Mar 2017 00:41:43 +0000
    Authentication-Results: spf=pass (sender IP is 23.96.243.78)
     smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not
     signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none
     header.from=MYBUSINESS.com;
    Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com
     designates 23.96.243.78 as permitted sender) receiver=protection.outlook.com;
     client-ip=23.96.243.78; helo=us-emailsignatures-cloud.codetwo.com;
    Received: from us-emailsignatures-cloud.codetwo.com (23.96.243.78) by
     SN1NAM02FT012.mail.protection.outlook.com (10.152.72.95) with Microsoft SMTP
     Server (version=TLS1_0, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA_P384) id
     15.1.1005.5 via Frontend Transport; Thu, 30 Mar 2017 00:41:43 +0000
    Received:
    from NAM02-SN1-obe.outbound.protection.outlook.com (216.32.180.17) by
    us-emailsignatures-cloud.codetwo.com with CodeTwo SMTP Server (TLS) via
    SMTP; Thu, 30 Mar 2017 00:41:42 +0000
    Received: from BLUPR15CA0062.namprd15.prod.outlook.com (10.162.95.158) by
     BN6PR15MB1922.namprd15.prod.outlook.com (10.174.239.146) with Microsoft SMTP
     Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id
     15.1.1005.10; Thu, 30 Mar 2017 00:41:40 +0000
    Received: from BL2NAM02FT011.eop-nam02.prod.protection.outlook.com
     (2a01:111:f400:7e46::207) by BLUPR15CA0062.outlook.office365.com
     (2a01:111:e400:8d9::30) with Microsoft SMTP Server (version=TLS1_2,
     cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1005.10 via
     Frontend Transport; Thu, 30 Mar 2017 00:41:40 +0000
    Authentication-Results: spf=pass (sender IP is 67.51.47.90)
     smtp.mailfrom=MYBUSINESS.com; MYBUSINESS.com; dkim=none (message not
     signed) header.d=none;MYBUSINESS.com; dmarc=bestguesspass action=none
     header.from=MYBUSINESS.com;
    Received-SPF: Pass (protection.outlook.com: domain of MYBUSINESS.com
     designates 67.51.47.90 as permitted sender) receiver=protection.outlook.com;
     client-ip=67.51.47.90; helo=sharepointserver.MYBUSINESS.com;
    Received: from sharepointserver.MYBUSINESS.com (67.51.47.90) by
     BL2NAM02FT011.mail.protection.outlook.com (10.152.77.5) with Microsoft SMTP
     Server id 15.1.1005.5 via Frontend Transport; Thu, 30 Mar 2017 00:41:39 +0000
    Received:
    from sharepointserver.MYBUSINESS.com ([sharepointipaddress]) by
    sharepointserver.MYBUSINESS.com with Microsoft SMTPSVC(7.5.7601.17514);
         Wed, 29 Mar 2017 17:41:38 -0700
    Date: Wed, 29 Mar 2017 17:41:38 -0700
    To: <osticketmailbox@MYBUSINESS.com>
    CC: <copytoanother@MYBUSINESS.com>
    Content-Transfer-Encoding: quoted-printable
    From: =?utf-8?B?SVQgRGVwdA==?= <SharePoint@MYBUSINESS.com>
    Content-Type: text/html; charset="utf-8"
    Subject: New Email Account: Mike Smith
    MIME-Version: 1.0
    Reply-To: <itdept@MYBUSINESS.com>
    X-Mailer: Microsoft SharePoint Foundation 2010
    Return-Path: fromoursharepoint@MYBUSINESS.com
    Message-ID: <sharepointserveroZolmRBaYFku0000003b@sharepointserver.MYBUSINESS.com>
    X-OriginalArrivalTime: 30 Mar 2017 00:41:38.0412 (UTC) FILETIME=[64362AC0:01D2A8EE]
    X-EOPAttributedMessage: 1
    X-MS-Exchange-Transport-CrossTenantHeadersStamped: BN6PR15MB1922
    X-OrganizationHeadersPreserved: BN6PR15MB1922.namprd15.prod.outlook.com
    X-MS-Exchange-Organization-Network-Message-Id: b47eb378-f30d-421e-ad1b-08d47705898f
    X-MS-Exchange-Organization-MessageDirectionality: Originating
    X-MS-Exchange-Transport-CrossTenantHeadersStripped: SN1NAM02FT012.eop-nam02.prod.protection.outlook.com
    -MS-Exchange-Organization-AVStamp-Service: 1.0
    X-MS-Exchange-Organization-SCL: -1
    X-MS-Exchange-CrossTenant-OriginalArrivalTime: 30 Mar 2017 00:41:43.0165
     (UTC)
    X-MS-Exchange-CrossTenant-Id: 62936667-2d13-4f8e-b3e8-fb82f39b57bf
    X-MS-Exchange-CrossTenant-OriginalAttributedTenantConnectingIp:

    TenantId=62936667-2d13-4f8e-b3e8-fb82f39b57bf;Ip=[23.96.243.78];Helo=[us-emailsignatures-cloud.codetwo.com]
    X-MS-Exchange-CrossTenant-FromEntityHeader: HybridOnPrem
    X-MS-Exchange-Transport-CrossTenantHeadersStamped: CY4PR15MB1927
    X-MS-Exchange-Organization-AuthSource: SN1NAM02FT012.eop-nam02.prod.protection.outlook.com
    X-MS-Exchange-Organization-AuthAs: Anonymous
    X-OriginatorOrg: MYBUSINESS.com
    X-MS-Exchange-Transport-EndToEndLatency: 00:00:02.2433541
  • I've sucsessfully upgraded to 1.9.15 (I think). After copying the files over (and replacing) then changing config.php to ostconfig.php, I relaunched the SCP site and logged in but it never went through any kind of "ready to upgrade" thing, it just took me directly to the main tickets page. I looked in Settings>System and it says we're on 1.9.15 now.
    I'll follow up if we still have this problem.
  • There isn't an "upgrade" process unless there are changes to the database structure.

  • There are no DB changes between 1.9.12 and 1.9.15 so the upgrader would not have run,
  • Thank you to you both. It's great to hear I didn't miss something! :)

  • Unfortunately upgrading to 1.9.15 did not fix this issue; we had three emails the past two days that were moved to "Processed" folder but no ticket was ever created for it.
    I'm getting desperate to resolve this. What other information can I provide to make this easier to troubleshoot?

    Thank you
  • Could you DM me a copy of the whole raw email (including the body and such)? That way we can fully test this issue?
  • Kevin, Email sent off to you. Let me know if you need anything else. Thank you!
  • I'll follow up with him and make sure that he got them.
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