Email Ticket No Customer Lookup

jzeller01 · Post by **jzeller01** » 07 Dec 2015, 20:41

We have an ongoing issue where tickets received via the PostMaster account are not looking up customer information. We are running an LDAP backend for both agent logins and customer lookups/logins and the attributes in the Config.pm are set so that it looks at their email address and in turn associates the ticket to the correct user.

Agents are able to login as are customers. When creating tickets manually via the web interface customer lookups work fine. We started having this issue in version 4 and have since upgraded to 5 in hopes that it would fix the problem.

This log is from when things were still working on version 4 (I have changed any person identifying information):

Code: Select all

Nov 15 02:40:02 albertville OTRS-otrs.PostMasterMailbox.pl-10[28259]: [Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'Set default Type to Incident' Set param 'X-OTRS-Type' to 'Incident' (Message-ID: <CAHWuSNEBNnqPV75VaCGjqs+f_Goz41csz26pRPDh4w9Avek0qQ@mail.gmail.com>) 
Nov 15 02:40:03 albertville OTRS-otrs.GenericAgent.pl-10[28254]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Ticket Escalation First Response Time' from db.
Nov 15 02:40:03 albertville OTRS-otrs.PostMasterMailbox.pl-10[28259]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserLogin (someuser) from customer source backend based on (someuser@somedomain.edu).
Nov 15 02:40:03 albertville OTRS-otrs.PostMasterMailbox.pl-10[28259]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserCustomerID (someuser) from customer source backend based on (someuser@somedomain.edu).
Nov 15 02:40:03 albertville OTRS-otrs.PostMasterMailbox.pl-10[28259]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015111510000021/Out of office u] created (TicketID=44955,Queue=Service Desk,Priority=3 normal,State=new)
Nov 15 02:40:03 albertville OTRS-otrs.PostMasterMailbox.pl-10[28259]: [Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAPS: Fetched 1 email(s) from serviceuser@somedomain.edu/imap.gmail.com.

This is the log from version 5 with it not working:

Code: Select all

Dec  7 11:40:07 albertville OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[11061]: [Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'Set default Type to Incident' Set param 'X-OTRS-Type' to 'Incident' (Message-ID: <CANEvrCPJA7oQ+VdwmJDy4X845-LRxudVENpSHC5qQOqUPKkipg@mail.gmail.com>) 
Dec  7 11:40:07 albertville OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[11061]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015120710000169/Accounts Payabl] created (TicketID=45666,Queue=Service Desk,Priority=3 normal,State=new)
Dec  7 11:40:07 albertville OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[11061]: [Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'Set default Type to Incident' Set param 'X-OTRS-Type' to 'Incident' (Message-ID: <CAORZxq_9kiMJM20jwsCf=JFBk30E-kSFgxdSBBULMd68SXKQtg@mail.gmail.com>) 
Dec  7 11:40:07 albertville OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[11061]: [Notice][Kernel::System::PostMaster::FollowUp::Run] Ticket [2015120710000132] unlocked, current owner is invalid!
Dec  7 11:40:07 albertville OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[11061]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2015120710000132] created (TicketID=45663, ArticleID=165068). ,
Dec  7 11:40:07 albertville OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[11061]: [Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAPS: Fetched 2 email(s) from serviceuser@somedomain.edu/imap.gmail.com.

It seems like its not even trying to lookup anymore. Like that task isn't even running. Any ideas or help is greatly appreciated!