Emails not deleted after new ticket is created

[mraghur]

Hi,

All of a sudden my OTRS ticket system is not deleting emails from the inbox after fetching the emails. Not sure what happened can you please help. This is my live ticket system and many of our clients use this to send support ticket.

Thanks,
Raghu

[jojo]

For urgent issues please contact sales@otrs.com to purchase a service contract!


For non urgent matters analyse the logfiles of OTRS and the mailserver

[mraghur]

Hi,

Log appears ok. No errors.

Please guide me how to troubleshoot this. Where do I find the setting for deleting the email after fetching.

Thanks,
Raghu

[jojo]

there is no setting. E-Mails are always deleted.

Potential causes:
- email could not be passed correctly to OTRS (should be in the log)
- mail server does not allow deleting

[mraghur]

Hi,

Until about few hours back it was working no changes where made to OTRS. Email where properly getting deleted after fetching. Suddenly it stopped deleting but the email is fetched in to the ticket.

Here is how the log looks like


Wed Nov 18 06:25:01 2015 notice OTRS-otrs.Scheduler-25 Scheduler Daemon status request! PID 1382
Wed Nov 18 06:23:42 2015 info OTRS-CGI-25 Sent agent 'Ticket State Update' notification to 'xxx@xxx.com'.
Wed Nov 18 06:21:09 2015 info OTRS-CGI-25 Sent agent 'ResponsibleUpdate' notification to 'xxx@xxx.com.
Wed Nov 18 06:20:56 2015 info OTRS-CGI-25 Sent agent 'Move' notification to 'xxx@xxx.com'.
Wed Nov 18 06:20:56 2015 info OTRS-CGI-25 Sent agent 'Move' notification to 'xxx@xxx.com'.
Wed Nov 18 06:20:17 2015 info OTRS-otrs.PostMasterMailbox.pl-25 POP3S: Fetched 1 email(s) from xxx@xxx.com/outlook.office365.com.
Wed Nov 18 06:20:16 2015 notice OTRS-otrs.PostMasterMailbox.pl-25 FollowUp Article to Ticket [2501332] created (TicketID=1352, ArticleID=14660). ,
Wed Nov 18 06:20:16 2015 info OTRS-otrs.PostMasterMailbox.pl-25 Sent agent 'FollowUp' notification to 'xxx@xxx.com'.
Wed Nov 18 06:20:16 2015 info OTRS-otrs.PostMasterMailbox.pl-25 Sent agent 'FollowUp' notification to 'xxx@xxx.com'.
Wed Nov 18 06:20:16 2015 info OTRS-otrs.PostMasterMailbox.pl-25 Sent agent 'FollowUp' notification to 'xxx@xxx.com'.
Wed Nov 18 06:20:04 2015 notice OTRS-otrs.GenericAgent.pl-25 Run GenericAgent Job 'trigger escalation events' from config file.
Wed Nov 18 06:20:04 2015 notice OTRS-otrs.GenericAgent.pl-25 Run GenericAgent Job 'send escalation notifications' from config file.
Wed Nov 18 06:20:03 2015 notice OTRS-otrs.Scheduler-25 Scheduler Daemon status request! PID 1382


Thanks,
Raghu