incoming emails aren’t fetching tickets
Moderator: crythias
-
- Znuny newbie
- Posts: 11
- Joined: 22 Jul 2017, 21:10
- Znuny Version: OTRS4
incoming emails aren’t fetching tickets
Hi.
I have a problem with the tickets. These are not fetching after someone sends the e-mail to the POP3S configured account.
This problem started to happen one month ago approximately, before that everything work perfectly
Can anybody help trying to debug this issue.
Thanks in advance.
Diego.
I have a problem with the tickets. These are not fetching after someone sends the e-mail to the POP3S configured account.
This problem started to happen one month ago approximately, before that everything work perfectly
Can anybody help trying to debug this issue.
Thanks in advance.
Diego.
Re: incoming emails aren’t fetching tickets
Hi,
check the logs
check the changes made in your environment
Flo
check the logs
check the changes made in your environment
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
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Re: incoming emails aren’t fetching tickets
Thanks wurzel.
Where're the logs? (path)
Where're the logs? (path)
Re: incoming emails aren’t fetching tickets
Hi,
depends on your distribution and configuration. I do not know.
usually in syslog or apache error log.
Flo
depends on your distribution and configuration. I do not know.
usually in syslog or apache error log.
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 11
- Joined: 22 Jul 2017, 21:10
- Znuny Version: OTRS4
Re: incoming emails aren’t fetching tickets
Thanks Wurzel.
I tried again sending a new e-mail and I checked syslog (Ubuntu 18.04.5 LTS):
"...
Oct 29 17:15:01 UbuntuServer3 CRON[5734]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
..."
It is working right now. This afternoon I tried with two differents e-mail and both were working. The problem is that this morning I tried four o five different tests and none of them worked.
I'll we be attentive to check the log again if the e-mail does not fetch fetch the ticket
If you have some suggestion I would appreciate it.
Regards.
I tried again sending a new e-mail and I checked syslog (Ubuntu 18.04.5 LTS):
"...
Oct 29 17:15:01 UbuntuServer3 CRON[5734]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null)
..."
It is working right now. This afternoon I tried with two differents e-mail and both were working. The problem is that this morning I tried four o five different tests and none of them worked.
I'll we be attentive to check the log again if the e-mail does not fetch fetch the ticket
If you have some suggestion I would appreciate it.
Regards.
-
- Administrator
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Re: incoming emails aren’t fetching tickets
Hi,
Next time when the fetching stalls try to fetch manually with the otrs user:
Maybe a hint will b given
- Roy
Next time when the fetching stalls try to fetch manually with the otrs user:
Code: Select all
bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug
Maybe a hint will b given
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
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Re: incoming emails aren’t fetching tickets
Thanks Roy.
I will try your suggestion.
Regards.
I will try your suggestion.
Regards.
-
- Znuny newbie
- Posts: 11
- Joined: 22 Jul 2017, 21:10
- Znuny Version: OTRS4
Re: incoming emails aren’t fetching tickets
Hi Roy
Today I had the same situation with an email sent at 14:00hs. Twenty minutes later, I checked the Queue in OTRS and the ticket was never fetch. The fetch emails are set every 5 minutes (see otrs_daemon.dist settings):
"..........
# --
# Copyright (C) 2001-2017 xxx, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null
......."
Then I applied your suggestion and I tried to fetch manually (bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug)
The result was as follow:
"......
Spawning child process to fetch incoming messages from mail accounts...
pop.gmail.com (POP3S)...
POP3S: Message 1/1 (soporte@mariaguadalupe.org.ar/pop.gmail.com)
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL>>> Net::POP3::_SSL
Net::POP3::_SSL>>> IO::Socket::SSL(2.060)
Net::POP3::_SSL>>> IO::Socket::IP(0.38)
Net::POP3::_SSL>>> IO::Socket(1.38)
Net::POP3::_SSL>>> IO::Handle(1.36)
Net::POP3::_SSL>>> Exporter(5.72)
Net::POP3::_SSL>>> Net::POP3(3.10)
Net::POP3::_SSL>>> Net::Cmd(3.10)
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Gpop ready for requests from 200.59.13.213 w35mb156402703qvw
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> USER soporte@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> PASS ....
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> STAT
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK 1 19213700
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> LIST
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK 1 messages (19213700 bytes)
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-66 Perl: 5.26.1 OS: linux Time: Thu Nov 12 14:21:58 2020
Message: CommunicationLog(ID:263084,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:333884)::Kernel::System::MailAccount::POP3 => Cannot fetch message '1/1' with size '18.3 MB' (18763 KB).Maximum allowed message size is '16384 KB'!
Traceback (8615):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::MailAccount::POP3::Fetch Line: 337
Module: Kernel::System::MailAccount::MailAccountFetch Line: 566
Module: (eval) Line: 172
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 164
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 38
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> QUIT
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Farewell.
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Gpop ready for requests from 200.59.13.213 dd1mb191439794qvb
Net::POP3::_SSL=GLOB(0x560155c77130)>>> USER mantenimiento@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x560155c77130)>>> PASS ....
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x560155c77130)>>> STAT
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x560155c77130)>>> LIST
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x560155c77130)>>> QUIT
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Farewell.
Done.
........"
The only weird think I noticed is this:
"......
Cannot fetch message '1/1' with size '18.3 MB' (18763 KB).Maximum allowed message size is '16384 KB'!
......."
But the email sending size is 6Kb.
I’ll be gratefull if you can give me some tip.
Thanks in advance…
Diego.
Today I had the same situation with an email sent at 14:00hs. Twenty minutes later, I checked the Queue in OTRS and the ticket was never fetch. The fetch emails are set every 5 minutes (see otrs_daemon.dist settings):
"..........
# --
# Copyright (C) 2001-2017 xxx, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null
......."
Then I applied your suggestion and I tried to fetch manually (bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug)
The result was as follow:
"......
Spawning child process to fetch incoming messages from mail accounts...
pop.gmail.com (POP3S)...
POP3S: Message 1/1 (soporte@mariaguadalupe.org.ar/pop.gmail.com)
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL>>> Net::POP3::_SSL
Net::POP3::_SSL>>> IO::Socket::SSL(2.060)
Net::POP3::_SSL>>> IO::Socket::IP(0.38)
Net::POP3::_SSL>>> IO::Socket(1.38)
Net::POP3::_SSL>>> IO::Handle(1.36)
Net::POP3::_SSL>>> Exporter(5.72)
Net::POP3::_SSL>>> Net::POP3(3.10)
Net::POP3::_SSL>>> Net::Cmd(3.10)
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Gpop ready for requests from 200.59.13.213 w35mb156402703qvw
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> USER soporte@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> PASS ....
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> STAT
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK 1 19213700
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> LIST
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK 1 messages (19213700 bytes)
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-66 Perl: 5.26.1 OS: linux Time: Thu Nov 12 14:21:58 2020
Message: CommunicationLog(ID:263084,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:333884)::Kernel::System::MailAccount::POP3 => Cannot fetch message '1/1' with size '18.3 MB' (18763 KB).Maximum allowed message size is '16384 KB'!
Traceback (8615):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::MailAccount::POP3::Fetch Line: 337
Module: Kernel::System::MailAccount::MailAccountFetch Line: 566
Module: (eval) Line: 172
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 164
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 38
Net::POP3::_SSL=GLOB(0x560155fb76b8)>>> QUIT
Net::POP3::_SSL=GLOB(0x560155fb76b8)<<< +OK Farewell.
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Gpop ready for requests from 200.59.13.213 dd1mb191439794qvb
Net::POP3::_SSL=GLOB(0x560155c77130)>>> USER mantenimiento@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x560155c77130)>>> PASS ....
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x560155c77130)>>> STAT
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x560155c77130)>>> LIST
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x560155c77130)>>> QUIT
Net::POP3::_SSL=GLOB(0x560155c77130)<<< +OK Farewell.
Done.
........"
The only weird think I noticed is this:
"......
Cannot fetch message '1/1' with size '18.3 MB' (18763 KB).Maximum allowed message size is '16384 KB'!
......."
But the email sending size is 6Kb.
I’ll be gratefull if you can give me some tip.
Thanks in advance…
Diego.
-
- Znuny superhero
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Re: incoming emails aren’t fetching tickets
Hello Diego,
The message is pretty straightforward.
Increase the setting PostMasterMaxEmailSize and check if you just missed an attachment.
Best regards
Emin
The message is pretty straightforward.
Increase the setting PostMasterMaxEmailSize and check if you just missed an attachment.
Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
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Re: incoming emails aren’t fetching tickets
Hi Emin.
Thank you so much for your support.
It was exactly what you said. OTRS had an old email (Abril 2020) with 13Mb which never fetched.
Thank you very much for your time and attention.
Diego.
Thank you so much for your support.
It was exactly what you said. OTRS had an old email (Abril 2020) with 13Mb which never fetched.
Thank you very much for your time and attention.
Diego.
-
- Znuny newbie
- Posts: 11
- Joined: 22 Jul 2017, 21:10
- Znuny Version: OTRS4
Re: incoming emails aren’t fetching tickets
Hi everybody.
I thought the problem was closed, but today I missed again two tickets form sending mails .
Trying to fetch manually with the otrs user, I checked the following result:
“…..
$ bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug
Spawning child process to fetch incoming messages from mail accounts...
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL>>> Net::POP3::_SSL
Net::POP3::_SSL>>> IO::Socket::SSL(2.060)
Net::POP3::_SSL>>> IO::Socket::IP(0.38)
Net::POP3::_SSL>>> IO::Socket(1.38)
Net::POP3::_SSL>>> IO::Handle(1.36)
Net::POP3::_SSL>>> Exporter(5.72)
Net::POP3::_SSL>>> Net::POP3(3.10)
Net::POP3::_SSL>>> Net::Cmd(3.10)
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Gpop ready for requests from 200.59.13.213 t3mb6426233qvj
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> USER soporte@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> PASS ....
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> STAT
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> LIST
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> QUIT
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Farewell.
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Gpop ready for requests from 200.59.13.213 y11mb8392573qvr
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> USER mantenimiento@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> PASS ....
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> STAT
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> LIST
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> QUIT
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Farewell.
Done.
…”
Are there some tips to follow?
Thanks in advance.
I thought the problem was closed, but today I missed again two tickets form sending mails .
Trying to fetch manually with the otrs user, I checked the following result:
“…..
$ bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug
Spawning child process to fetch incoming messages from mail accounts...
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL>>> Net::POP3::_SSL
Net::POP3::_SSL>>> IO::Socket::SSL(2.060)
Net::POP3::_SSL>>> IO::Socket::IP(0.38)
Net::POP3::_SSL>>> IO::Socket(1.38)
Net::POP3::_SSL>>> IO::Handle(1.36)
Net::POP3::_SSL>>> Exporter(5.72)
Net::POP3::_SSL>>> Net::POP3(3.10)
Net::POP3::_SSL>>> Net::Cmd(3.10)
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Gpop ready for requests from 200.59.13.213 t3mb6426233qvj
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> USER soporte@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> PASS ....
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> STAT
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> LIST
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x5636e7174d60)>>> QUIT
Net::POP3::_SSL=GLOB(0x5636e7174d60)<<< +OK Farewell.
pop.gmail.com (POP3S)...
POP3S: Connection to pop.gmail.com closed.
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Gpop ready for requests from 200.59.13.213 y11mb8392573qvr
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> USER mantenimiento@mariaguadalupe.org.ar
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK send PASS
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> PASS ....
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Welcome.
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> STAT
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK 0 0
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> LIST
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK 0 messages (0 bytes)
Net::POP3::_SSL=GLOB(0x5636e6e34b28)>>> QUIT
Net::POP3::_SSL=GLOB(0x5636e6e34b28)<<< +OK Farewell.
Done.
…”
Are there some tips to follow?
Thanks in advance.
-
- Administrator
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Re: incoming emails aren’t fetching tickets
Hi,
Why do you think these aren't fetched? Maybe they were follow-ups, created tickets in queues where you don't expect them, or are placed in /opt/otrs/var/spool because of an incident during they were fetched.
- Roy
Why do you think these aren't fetched? Maybe they were follow-ups, created tickets in queues where you don't expect them, or are placed in /opt/otrs/var/spool because of an incident during they were fetched.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 11
- Joined: 22 Jul 2017, 21:10
- Znuny Version: OTRS4
Re: incoming emails aren’t fetching tickets
Roy.
Thank you so much por your response.
First of all, I checked the email account and there was the user request people asked us.
Regarding the follow-ups, I checked the only two queues we have and the tickets weren’t in neither of them
Concerning “/opt/otrs/var/spool”, we checked this path and there was nothing there.
I would appreciate if you were able to give me some clue.
Thanks in advance.
Diego.
Thank you so much por your response.
First of all, I checked the email account and there was the user request people asked us.
Regarding the follow-ups, I checked the only two queues we have and the tickets weren’t in neither of them
Concerning “/opt/otrs/var/spool”, we checked this path and there was nothing there.
I would appreciate if you were able to give me some clue.
Thanks in advance.
Diego.