[SOLVED] Unable to fetch certain mails
Moderator: crythias
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[SOLVED] Unable to fetch certain mails
Hi all,
I have this persistent MailFetch issue.
Having run some 'trials', I noticed OTRS is having issues with fetching only a few mails from the mailbox.
Question: Are there any specific types of mails of which OTRS is not capable of fetching? e.g. mails in Outlook RichText format? emails with special characters, formatting..etc.?
I have this persistent MailFetch issue.
Having run some 'trials', I noticed OTRS is having issues with fetching only a few mails from the mailbox.
Question: Are there any specific types of mails of which OTRS is not capable of fetching? e.g. mails in Outlook RichText format? emails with special characters, formatting..etc.?
Last edited by kongyong92 on 23 Apr 2019, 09:08, edited 1 time in total.
Best regards,
Kong-Yong
Kong-Yong
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Re: Unable to fetch certain mails
Hi,
What's the size of these e-mails?
- Roy
What's the size of these e-mails?
- Roy
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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: 43
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- Znuny Version: OTRS v5.0.10
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- Company: Rhenus Logistics
Re: Unable to fetch certain mails
Hi Roy,
Thanks for the reply.
The email is 89KB
Thanks for the reply.
The email is 89KB
Best regards,
Kong-Yong
Kong-Yong
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Re: Unable to fetch certain mails
Hi,
And you did not get any error in the log? It should be worth to try fetching the e-mails once via the console command, sometimes the output provides more information.
- Roy
And you did not get any error in the log? It should be worth to try fetching the e-mails once via the console command, sometimes the output provides more information.
- 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: 43
- Joined: 15 Sep 2017, 11:40
- Znuny Version: OTRS v5.0.10
- Real Name: Kong-Yong
- Company: Rhenus Logistics
Re: Unable to fetch certain mails
Hi Roy,
Thanks for the reply.
I am waiting for our European colleagues to check in depth on this issue.
Meanwhile, i am running some tests myself and i think it could be caused by the postmaster filter?
We did install a package to pull multiple values from the email body into the dynamic fields.
We have to pull 20+ values but the UI only enables us to set up to 12 email headers.
As such, we had 3 separate postmaster filters with different email headers set for each filter to do the trick.
The 'stop after match' was set to 'No' for all 3 filters.
Could this be the issue?
Thanks for the reply.
I am waiting for our European colleagues to check in depth on this issue.
Meanwhile, i am running some tests myself and i think it could be caused by the postmaster filter?
We did install a package to pull multiple values from the email body into the dynamic fields.
We have to pull 20+ values but the UI only enables us to set up to 12 email headers.
As such, we had 3 separate postmaster filters with different email headers set for each filter to do the trick.
The 'stop after match' was set to 'No' for all 3 filters.
Could this be the issue?
Best regards,
Kong-Yong
Kong-Yong
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- Administrator
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Re: Unable to fetch certain mails
Hi,
The postmaster filter run after the email is fetched. If a fetch fails usually the mail is saved in var/spool and a reprocess is tried once a night (check the daemon settings).
- Roy
The postmaster filter run after the email is fetched. If a fetch fails usually the mail is saved in var/spool and a reprocess is tried once a night (check the daemon settings).
- 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: 43
- Joined: 15 Sep 2017, 11:40
- Znuny Version: OTRS v5.0.10
- Real Name: Kong-Yong
- Company: Rhenus Logistics
Re: Unable to fetch certain mails
Hi Roy,
Thanks for the reply.
Not sure if any of the below makes sense but i assume the problem to be:
1. OTRS fetch mails
2. Postmaster filter is ran <- that's when the issue happens. Perhaps a conflict in the filters?
3. Tickets are not created and Mails are saved in var/spool instead
4. Mails on mailbox are not deleted
5. Reprocess is tried on a daily basis
6. When the mails are finally fetched, i ended up with multiple tickets of the same subject being created. I suppose this is a cause of the mails saved in the var/spool then?
P/S. I assume these can be checked in the logs. Unfortunately, I do not yet have access to the logs at the moment. Hence, i am just assuming this is how OTRS is behaving?
Thanks for the reply.
Not sure if any of the below makes sense but i assume the problem to be:
1. OTRS fetch mails
2. Postmaster filter is ran <- that's when the issue happens. Perhaps a conflict in the filters?
3. Tickets are not created and Mails are saved in var/spool instead
4. Mails on mailbox are not deleted
5. Reprocess is tried on a daily basis
6. When the mails are finally fetched, i ended up with multiple tickets of the same subject being created. I suppose this is a cause of the mails saved in the var/spool then?
P/S. I assume these can be checked in the logs. Unfortunately, I do not yet have access to the logs at the moment. Hence, i am just assuming this is how OTRS is behaving?
Best regards,
Kong-Yong
Kong-Yong
-
- Administrator
- Posts: 4002
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Unable to fetch certain mails
Hi,
Run the reprocess manually with otrs.Console.pl and hopefully you'll see the problem.
- Roy
Run the reprocess manually with otrs.Console.pl and hopefully you'll see the problem.
- 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: 43
- Joined: 15 Sep 2017, 11:40
- Znuny Version: OTRS v5.0.10
- Real Name: Kong-Yong
- Company: Rhenus Logistics
Re: Unable to fetch certain mails
Update:
The issue seems to be a result of viewtopic.php?f=53&t=40460.
Will be closing this for now.
Thanks all for the feedback and advice!
The issue seems to be a result of viewtopic.php?f=53&t=40460.
Will be closing this for now.
Thanks all for the feedback and advice!
Best regards,
Kong-Yong
Kong-Yong