Articles of type fax are gone


Articles of type fax are not visible in frontend. In a email filter we change the type of incoming emails form our fax server to type fax. The mails are deleted from the email inbox, but there are no tickets in the system. At least it is not possible to find those in the normal search.

Same filter works if type is set to phone.

  • Used Zammad version: 3.2
  • Operating system: Debian Linux
  • Browser + version: Chrome

Expected behavior:

  • Tickets of type fax are visible in the system

Actual behavior:

  • Tickets are not visible

Steps to reproduce the behavior:

  • Create a email filter rule matching on a given criteria e.g. Sender =
  • Set filter action to Type = Fax
  • Send a mail matching the given criteria to the ticket system

Ensure that your overviews are showing the searched tickets.
If they don’t, try searching for e.g. the sender via search function.

If you still can’t find the issue, you proberbly don’t have any access rights on the group the fax mails go to.
Even though Zammad doesn’t let you select article type “fax” when writing new articles, I don’t see a reason why tickets should vanish (expecting you’re not closing them right away or even deleting / ignoring them via filter).

Ok, I found an error message. It is not related to the type = fax but related to the email as such:

I, [2020-01-22T16:56:00.735208 #1-47431584164680] INFO – : - message 8/29,
/usr/local/bundle/gems/logging-2.2.2/lib/logging/diagnostic_context.rb:474:in block in create_with_logging_context', "ERROR: Can't process email, you will find it for bug reporting under /opt/zammad/tmp/unprocessable_mail/595d9c9c81cdf1af7d11592c61d6e4d4.eml, please create an issue at", "ERROR: #<NoMethodError: undefined methodmatch?’ for nil:NilClass>",
E, [2020-01-22T16:56:01.071489 #1-47431584164680] ERROR – : ERROR: Can’t process email, you will find it for bug reporting under /opt/zammad/tmp/unprocessable_mail/595d9c9c81cdf1af7d11592c61d6e4d4.eml, please create an issue at,
E, [2020-01-22T16:56:01.071527 #1-47431584164680] ERROR – : undefined method match?' for nil:NilClass (NoMethodError), /opt/zammad/app/models/channel/email_parser.rb:737:inblock in get_attachments’

Maybe the problem has something to do with the filename of the attachment containing a “+” character:

Content-Disposition: attachment; filename=fax_+498x90.pdf
Content-Type: application/pdf; name=fax_+498x90.pdf
Content-Transfer-Encoding: base64

Created an issue for this:

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