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

Undelivered messages getting missed

osTicket
Version v1.10 (901e5ea)

Web Server Software Apache/2.4.18 (Ubuntu)

MySQL Version 5.7.18

PHP Version 5.6.30-11+deb.sury.org
~xenial+3

By chance I
discovered a resolved ticket did not successful send to a client, it was
blocked. We had no way to know this.
Shouldn’t this re-open the ticket if the message could not be
delivered? 
Here is the
message I saw in the closed ticket:

Emerald
Garcia
 posted 8/7/17, 9:00 AM 

** Message blocked ** Your message to emeraldg@missionvetspecialists.com has been
blocked. See technical details below for more information. The response was:
554 rejecting banned content

 icon.png4.6 kb



I went to system logs and it
shows this:

Invalid CSRF Token __CSRFToken__

Invalid CSRF token
[6c7a13027b49b14a1cc65dba5257d116cf754a64] on https://support.atdove.org:443/scp/login.php





Log Date: Monday,
August 7, 2017 at 12:30 PM
 IP Address: 173.164.65.133

Any ideas?

Comments

  • Q: Shouldn’t this re-open the ticket if the message could not be delivered?
    A: No.
    There are a large number of reasons why an email might not be delivered, and many of them the ticket system would never know.

    Q: Any ideas?
    A: on an invalid CSRF token?  Well it means that the server sent a token to the client.  That client [someone somewhere] sent back a token that didn't match the one sent.  Which results in an invalid token notification so the server rightfully rejects it.
  • Okay, thanks for your help. We will just have to monitor the system logs more so something like this doesn't get missed. 
  • edited August 14
    The end users email server rejected the notification because it has an image in it. It likely replied telling you about the block. However osticket would detect the automatic response as an auto reply and would have blocked it, to prevent an email loop. You just have to check your actual email account every now and then for those messages, they're probably in your spam folder.

    The log message appears completely unrelated to the failed notification, someone tried to login after leaving the login screen open too long basically.
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