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Infos:

  • Used Zammad version:
root@desk:~# dpkg -l | grep "zammad\|elastic"
ii  elasticsearch                   7.10.2                           amd64        Distributed RESTful search engine built for the cloud
ii  zammad                          3.6.0-1610545422.444c3a5d.buster amd64        Zammad is a web based open source helpdesk/customer support system
  • Used Zammad installation source: (source, package, …):
root@desk:~# apt info zammad
Package: zammad
Version: 3.6.0-1610545422.444c3a5d.buster
Priority: extra
Section: default
Maintainer: support@packager.io
Installed-Size: 736 MB
Provides: zammad
Depends: mysql-common, libpq5, libsqlite3-0, openssl, libxml2, libxslt1.1, curl, elasticsearch, nginx|apache2, postgresql|mariadb-server|sqlite, libimlib2
Homepage: https://zammad.org
License: unknown
Vendor: Packager.io <https://packager.io>
Download-Size: 266 MB
APT-Manual-Installed: yes
APT-Sources: https://dl.packager.io/srv/deb/zammad/zammad/stable/debian 10/main amd64 Packages
Description: Zammad is a web based open source helpdesk/customer support system
  • Operating system:
root@desk:~# cat /etc/debian_version 
10.7
  • Browser + version: Firefox Developer 85.0b8

  • Elastic log (boot until now):

root@desk:~# tail -f /var/log/elasticsearch/elasticsearch.log
[2021-01-15T01:01:37,014][INFO ][o.e.n.Node               ] [desk] version[7.10.2], pid[169], build[default/deb/747e1cc71def077253878a59143c1f785afa92b9/2021-01-13T00:42:12.435326Z], OS[Linux/5.4.73-1-pve/amd64], JVM[AdoptOpenJDK/OpenJDK 64-Bit Server VM/15.0.1/15.0.1+9]
[2021-01-15T01:01:37,028][INFO ][o.e.n.Node               ] [desk] JVM home [/usr/share/elasticsearch/jdk], using bundled JDK [true]
[2021-01-15T01:01:37,029][INFO ][o.e.n.Node               ] [desk] JVM arguments [-Xshare:auto, -Des.networkaddress.cache.ttl=60, -Des.networkaddress.cache.negative.ttl=10, -XX:+AlwaysPreTouch, -Xss1m, -Djava.awt.headless=true, -Dfile.encoding=UTF-8, -Djna.nosys=true, -XX:-OmitStackTraceInFastThrow, -XX:+ShowCodeDetailsInExceptionMessages, -Dio.netty.noUnsafe=true, -Dio.netty.noKeySetOptimization=true, -Dio.netty.recycler.maxCapacityPerThread=0, -Dio.netty.allocator.numDirectArenas=0, -Dlog4j.shutdownHookEnabled=false, -Dlog4j2.disable.jmx=true, -Djava.locale.providers=SPI,COMPAT, -Xms1g, -Xmx1g, -XX:+UseG1GC, -XX:G1ReservePercent=25, -XX:InitiatingHeapOccupancyPercent=30, -Djava.io.tmpdir=/tmp/elasticsearch-12443500619269445740, -XX:+HeapDumpOnOutOfMemoryError, -XX:HeapDumpPath=/var/lib/elasticsearch, -XX:ErrorFile=/var/log/elasticsearch/hs_err_pid%p.log, -Xlog:gc*,gc+age=trace,safepoint:file=/var/log/elasticsearch/gc.log:utctime,pid,tags:filecount=32,filesize=64m, -XX:MaxDirectMemorySize=536870912, -Des.path.home=/usr/share/elasticsearch, -Des.path.conf=/etc/elasticsearch, -Des.distribution.flavor=default, -Des.distribution.type=deb, -Des.bundled_jdk=true]
[2021-01-15T01:01:40,586][INFO ][o.e.p.PluginsService     ] [desk] loaded module [aggs-matrix-stats]
[2021-01-15T01:01:40,586][INFO ][o.e.p.PluginsService     ] [desk] loaded module [analysis-common]
[2021-01-15T01:01:40,587][INFO ][o.e.p.PluginsService     ] [desk] loaded module [constant-keyword]
[2021-01-15T01:01:40,587][INFO ][o.e.p.PluginsService     ] [desk] loaded module [flattened]
[2021-01-15T01:01:40,587][INFO ][o.e.p.PluginsService     ] [desk] loaded module [frozen-indices]
[2021-01-15T01:01:40,587][INFO ][o.e.p.PluginsService     ] [desk] loaded module [ingest-common]
[2021-01-15T01:01:40,588][INFO ][o.e.p.PluginsService     ] [desk] loaded module [ingest-geoip]
[2021-01-15T01:01:40,588][INFO ][o.e.p.PluginsService     ] [desk] loaded module [ingest-user-agent]
[2021-01-15T01:01:40,588][INFO ][o.e.p.PluginsService     ] [desk] loaded module [kibana]
[2021-01-15T01:01:40,588][INFO ][o.e.p.PluginsService     ] [desk] loaded module [lang-expression]
[2021-01-15T01:01:40,588][INFO ][o.e.p.PluginsService     ] [desk] loaded module [lang-mustache]
[2021-01-15T01:01:40,589][INFO ][o.e.p.PluginsService     ] [desk] loaded module [lang-painless]
[2021-01-15T01:01:40,589][INFO ][o.e.p.PluginsService     ] [desk] loaded module [mapper-extras]
[2021-01-15T01:01:40,589][INFO ][o.e.p.PluginsService     ] [desk] loaded module [mapper-version]
[2021-01-15T01:01:40,589][INFO ][o.e.p.PluginsService     ] [desk] loaded module [parent-join]
[2021-01-15T01:01:40,589][INFO ][o.e.p.PluginsService     ] [desk] loaded module [percolator]
[2021-01-15T01:01:40,590][INFO ][o.e.p.PluginsService     ] [desk] loaded module [rank-eval]
[2021-01-15T01:01:40,590][INFO ][o.e.p.PluginsService     ] [desk] loaded module [reindex]
[2021-01-15T01:01:40,590][INFO ][o.e.p.PluginsService     ] [desk] loaded module [repositories-metering-api]
[2021-01-15T01:01:40,590][INFO ][o.e.p.PluginsService     ] [desk] loaded module [repository-url]
[2021-01-15T01:01:40,590][INFO ][o.e.p.PluginsService     ] [desk] loaded module [search-business-rules]
[2021-01-15T01:01:40,591][INFO ][o.e.p.PluginsService     ] [desk] loaded module [searchable-snapshots]
[2021-01-15T01:01:40,591][INFO ][o.e.p.PluginsService     ] [desk] loaded module [spatial]
[2021-01-15T01:01:40,591][INFO ][o.e.p.PluginsService     ] [desk] loaded module [systemd]
[2021-01-15T01:01:40,592][INFO ][o.e.p.PluginsService     ] [desk] loaded module [transform]
[2021-01-15T01:01:40,592][INFO ][o.e.p.PluginsService     ] [desk] loaded module [transport-netty4]
[2021-01-15T01:01:40,592][INFO ][o.e.p.PluginsService     ] [desk] loaded module [unsigned-long]
[2021-01-15T01:01:40,593][INFO ][o.e.p.PluginsService     ] [desk] loaded module [vectors]
[2021-01-15T01:01:40,593][INFO ][o.e.p.PluginsService     ] [desk] loaded module [wildcard]
[2021-01-15T01:01:40,593][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-analytics]
[2021-01-15T01:01:40,593][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-async]
[2021-01-15T01:01:40,594][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-async-search]
[2021-01-15T01:01:40,594][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-autoscaling]
[2021-01-15T01:01:40,594][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-ccr]
[2021-01-15T01:01:40,594][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-core]
[2021-01-15T01:01:40,594][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-data-streams]
[2021-01-15T01:01:40,595][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-deprecation]
[2021-01-15T01:01:40,595][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-enrich]
[2021-01-15T01:01:40,595][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-eql]
[2021-01-15T01:01:40,595][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-graph]
[2021-01-15T01:01:40,595][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-identity-provider]
[2021-01-15T01:01:40,596][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-ilm]
[2021-01-15T01:01:40,596][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-logstash]
[2021-01-15T01:01:40,596][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-ml]
[2021-01-15T01:01:40,596][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-monitoring]
[2021-01-15T01:01:40,596][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-ql]
[2021-01-15T01:01:40,596][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-rollup]
[2021-01-15T01:01:40,597][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-security]
[2021-01-15T01:01:40,597][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-sql]
[2021-01-15T01:01:40,597][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-stack]
[2021-01-15T01:01:40,597][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-voting-only-node]
[2021-01-15T01:01:40,598][INFO ][o.e.p.PluginsService     ] [desk] loaded module [x-pack-watcher]
[2021-01-15T01:01:40,598][INFO ][o.e.p.PluginsService     ] [desk] loaded plugin [ingest-attachment]
[2021-01-15T01:01:40,641][INFO ][o.e.e.NodeEnvironment    ] [desk] using [1] data paths, mounts [[/ (/dev/mapper/pve-vm--114--disk--0)]], net usable_space [6.8gb], net total_space [9.7gb], types [ext4]
[2021-01-15T01:01:40,641][INFO ][o.e.e.NodeEnvironment    ] [desk] heap size [1gb], compressed ordinary object pointers [true]
[2021-01-15T01:01:40,743][INFO ][o.e.n.Node               ] [desk] node name [desk], node ID [9UXbf3Q1R6yDKQLJ__K5fA], cluster name [elasticsearch], roles [transform, master, remote_cluster_client, data, ml, data_content, data_hot, data_warm, data_cold, ingest]
[2021-01-15T01:01:44,165][INFO ][o.e.x.m.p.l.CppLogMessageHandler] [desk] [controller/577] [Main.cc@114] controller (64 bit): Version 7.10.2 (Build 40a3af639d4698) Copyright (c) 2021 Elasticsearch BV
[2021-01-15T01:01:44,792][INFO ][o.e.x.s.a.s.FileRolesStore] [desk] parsed [0] roles from file [/etc/elasticsearch/roles.yml]
[2021-01-15T01:01:45,837][INFO ][o.e.t.NettyAllocator     ] [desk] creating NettyAllocator with the following configs: [name=unpooled, suggested_max_allocation_size=256kb, factors={es.unsafe.use_unpooled_allocator=null, g1gc_enabled=true, g1gc_region_size=1mb, heap_size=1gb}]
[2021-01-15T01:01:45,899][INFO ][o.e.d.DiscoveryModule    ] [desk] using discovery type [zen] and seed hosts providers [settings]
[2021-01-15T01:01:46,280][WARN ][o.e.g.DanglingIndicesState] [desk] gateway.auto_import_dangling_indices is disabled, dangling indices will not be automatically detected or imported and must be managed manually
[2021-01-15T01:01:46,653][INFO ][o.e.n.Node               ] [desk] initialized
[2021-01-15T01:01:46,653][INFO ][o.e.n.Node               ] [desk] starting ...
[2021-01-15T01:01:46,749][INFO ][o.e.t.TransportService   ] [desk] publish_address {127.0.0.1:9300}, bound_addresses {[::1]:9300}, {127.0.0.1:9300}
[2021-01-15T01:01:47,040][WARN ][o.e.b.BootstrapChecks    ] [desk] the default discovery settings are unsuitable for production use; at least one of [discovery.seed_hosts, discovery.seed_providers, cluster.initial_master_nodes] must be configured
[2021-01-15T01:01:47,041][INFO ][o.e.c.c.Coordinator      ] [desk] cluster UUID [YS8r1EA0RZqId2tzxK-Ngg]
[2021-01-15T01:01:47,050][INFO ][o.e.c.c.ClusterBootstrapService] [desk] no discovery configuration found, will perform best-effort cluster bootstrapping after [3s] unless existing master is discovered
[2021-01-15T01:01:47,137][INFO ][o.e.c.s.MasterService    ] [desk] elected-as-master ([1] nodes joined)[{desk}{9UXbf3Q1R6yDKQLJ__K5fA}{I7VPlrG1SV-kMpEgB9az9w}{127.0.0.1}{127.0.0.1:9300}{cdhilmrstw}{ml.machine_memory=4294967296, xpack.installed=true, transform.node=true, ml.max_open_jobs=20} elect leader, _BECOME_MASTER_TASK_, _FINISH_ELECTION_], term: 3, version: 85, delta: master node changed {previous [], current [{desk}{9UXbf3Q1R6yDKQLJ__K5fA}{I7VPlrG1SV-kMpEgB9az9w}{127.0.0.1}{127.0.0.1:9300}{cdhilmrstw}{ml.machine_memory=4294967296, xpack.installed=true, transform.node=true, ml.max_open_jobs=20}]}
[2021-01-15T01:01:47,218][INFO ][o.e.c.s.ClusterApplierService] [desk] master node changed {previous [], current [{desk}{9UXbf3Q1R6yDKQLJ__K5fA}{I7VPlrG1SV-kMpEgB9az9w}{127.0.0.1}{127.0.0.1:9300}{cdhilmrstw}{ml.machine_memory=4294967296, xpack.installed=true, transform.node=true, ml.max_open_jobs=20}]}, term: 3, version: 85, reason: Publication{term=3, version=85}
[2021-01-15T01:01:47,249][INFO ][o.e.h.AbstractHttpServerTransport] [desk] publish_address {127.0.0.1:9200}, bound_addresses {[::1]:9200}, {127.0.0.1:9200}
[2021-01-15T01:01:47,250][INFO ][o.e.n.Node               ] [desk] started
[2021-01-15T01:01:47,500][INFO ][o.e.l.LicenseService     ] [desk] license [f3cf3a4d-5ffe-4211-a2d4-a5db603a02e7] mode [basic] - valid
[2021-01-15T01:01:47,501][INFO ][o.e.x.s.s.SecurityStatusChangeListener] [desk] Active license is now [BASIC]; Security is disabled
[2021-01-15T01:01:47,504][INFO ][o.e.g.GatewayService     ] [desk] recovered [9] indices into cluster_state
[2021-01-15T01:01:48,473][INFO ][o.e.c.r.a.AllocationService] [desk] Cluster health status changed from [RED] to [YELLOW] (reason: [shards started [[zammad_production_organization][0]]]).
[2021-01-15T01:30:00,002][INFO ][o.e.x.s.SnapshotRetentionTask] [desk] starting SLM retention snapshot cleanup task
[2021-01-15T01:30:00,004][INFO ][o.e.x.s.SnapshotRetentionTask] [desk] there are no repositories to fetch, SLM retention snapshot cleanup task complete
  • Zammad log (when sending message to Telegram bot):
root@desk:~# tail -f /var/log/zammad/production.log
I, [2021-01-15T10:40:41.520612 #109-47155045989480]  INFO -- : Started POST "/api/v1/channels_telegram_webhook/{TOKEN}?bid=1590784921" for 10.0.0.100 at 2021-01-15 10:40:41 +0000
I, [2021-01-15T10:40:41.526019 #109-47155045989480]  INFO -- : Processing by ChannelsTelegramController#webhook as HTML
I, [2021-01-15T10:40:41.526118 #109-47155045989480]  INFO -- :   Parameters: {"update_id"=>432820168, "message"=>{"message_id"=>31, "from"=>{"id"=>545000260, "is_bot"=>false, "first_name"=>"fname", "last_name"=>"lname", "username"=>"phynecs", "language_code"=>"en"}, "chat"=>{"id"=>545345260, "first_name"=>"fname", "last_name"=>"lname", "username"=>"phynecs", "type"=>"private"}, "date"=>1610707241, "text"=>"asd"}, "bid"=>"1590784921", "callback_token"=>"{TOKEN}"}
I, [2021-01-15T10:40:41.554760 #109-47155045989480]  INFO -- : Enqueued SearchIndexJob (Job ID: c76927da-2d67-4afb-90cb-406793143424) to DelayedJob(default) with arguments: "User", 5
I, [2021-01-15T10:40:41.560343 #109-47155045989480]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 147fdc6e-dab6-462c-ba5d-102770888f7a) to DelayedJob(default) with arguments: "User", 5
I, [2021-01-15T10:40:41.566412 #109-47155045989480]  INFO -- : Won't enqueue SearchIndexJob (Job ID: 91a70d4d-57b4-4cb1-a422-4342cea1256f) because of already existing job with lock key 'SearchIndexJob/User/5'.
I, [2021-01-15T10:40:41.566556 #109-47155045989480]  INFO -- : Enqueued SearchIndexJob (Job ID: 91a70d4d-57b4-4cb1-a422-4342cea1256f) to DelayedJob(default) with arguments: "User", 5
W, [2021-01-15T10:40:41.567602 #109-47155045989480]  WARN -- : Scoped order is ignored, it's forced to be batch order.
I, [2021-01-15T10:40:41.585811 #109-47155045989480]  INFO -- : Enqueued SearchIndexJob (Job ID: d3b164d3-4614-43b6-b6c7-bc92a31e392e) to DelayedJob(default) with arguments: "Ticket", 4
I, [2021-01-15T10:40:41.590706 #109-47155045989480]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 3e1da4bc-7017-4ebd-99bc-e08eedb29743) to DelayedJob(default) with arguments: "Ticket", 4
I, [2021-01-15T10:40:41.595425 #109-47155045989480]  INFO -- : Won't enqueue SearchIndexJob (Job ID: c5ac36d6-7091-4e39-8b47-d8161e4bdde7) because of already existing job with lock key 'SearchIndexJob/User/5'.
I, [2021-01-15T10:40:41.595573 #109-47155045989480]  INFO -- : Enqueued SearchIndexJob (Job ID: c5ac36d6-7091-4e39-8b47-d8161e4bdde7) to DelayedJob(default) with arguments: "User", 5
I, [2021-01-15T10:40:41.654072 #109-47155045989480]  INFO -- : Won't enqueue SearchIndexJob (Job ID: 24dba566-f6a3-47b8-895f-14b94f6cfff2) because of already existing job with lock key 'SearchIndexJob/Ticket/4'.
I, [2021-01-15T10:40:41.654216 #109-47155045989480]  INFO -- : Enqueued SearchIndexJob (Job ID: 24dba566-f6a3-47b8-895f-14b94f6cfff2) to DelayedJob(default) with arguments: "Ticket", 4
I, [2021-01-15T10:40:41.655776 #109-47155045989480]  INFO -- : Won't enqueue SearchIndexAssociationsJob (Job ID: 357338b4-7304-4f0e-a6d2-bb9010fe7027) because of already existing job with lock key 'SearchIndexAssociationsJob/Ticket/4'.
I, [2021-01-15T10:40:41.655906 #109-47155045989480]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 357338b4-7304-4f0e-a6d2-bb9010fe7027) to DelayedJob(default) with arguments: "Ticket", 4
I, [2021-01-15T10:40:41.660413 #109-47155045989480]  INFO -- : Won't enqueue SearchIndexJob (Job ID: 7a3e500e-b5c9-40b8-88de-a5de11bd7b4d) because of already existing job with lock key 'SearchIndexJob/User/5'.
I, [2021-01-15T10:40:41.660554 #109-47155045989480]  INFO -- : Enqueued SearchIndexJob (Job ID: 7a3e500e-b5c9-40b8-88de-a5de11bd7b4d) to DelayedJob(default) with arguments: "User", 5
I, [2021-01-15T10:40:41.732019 #109-47155045989480]  INFO -- : Enqueued TransactionJob (Job ID: 9f7bf72b-6ad2-4253-af55-9d911cb3eb59) to DelayedJob(default) with arguments: {:object=>"Ticket", :object_id=>4, :user_id=>5, :created_at=>#<GlobalID:0x000055c6473d93d0 @uri=#<URI::GID gid://zammad/Time/2021-01-15T10%3A40%3A41Z>>, :type=>"update", :article_id=>18}, {:reset_user_id=>true, :interface_handle=>"application_server"}
I, [2021-01-15T10:40:41.746815 #109-47155045989480]  INFO -- : Enqueued TicketUserTicketCounterJob (Job ID: 2a2dd60c-5437-4e8b-b6ea-060ae32b0b58) to DelayedJob(default) with arguments: 5, 5
I, [2021-01-15T10:40:41.750641 #109-47155045989480]  INFO -- : Completed 200 OK in 224ms (Views: 0.1ms | ActiveRecord: 41.4ms)
  • Telegram Webhook Info
root@desk:~# curl "https://api.telegram.org/bot{TGTOKEN}/getWebhookInfo"
{
    "ok": true,
    "result": {
        "url": "https://desk.{DOMAIN}.net/api/v1/channels_telegram_webhook/{TOKEN}?bid=1590784921",
        "has_custom_certificate": false,
        "pending_update_count": 0,
        "max_connections": 40,
        "ip_address": "{IPADDR}"
    }
}
  • further info
root@desk:~# free -h
              total        used        free      shared  buff/cache   available
Mem:          4.0Gi       2.1Gi       1.5Gi        37Mi       409Mi       1.9Gi
Swap:         4.0Gi       0.0Ki       4.0Gi

root@desk:~# df -h
Filesystem                        Size  Used Avail Use% Mounted on
/dev/mapper/pve-vm--114--disk--0  9.8G  2.5G  6.9G  27% /
none                              492K  4.0K  488K   1% /dev
udev                               16G     0   16G   0% /dev/tty
tmpfs                              16G  8.0K   16G   1% /dev/shm
tmpfs                              16G  8.3M   16G   1% /run
tmpfs                             5.0M     0  5.0M   0% /run/lock
tmpfs                              16G     0   16G   0% /sys/fs/cgroup

Expected behavior:

  • ticket gets opend in zammad when sending /start and a message to the connected Bot

Actual behavior:

  • when sending /start the bot responds with the welcome message but no ticket will be created

Steps to reproduce the behavior:

  • send /start to the bot and after the welcome message send a question

further Info

  • I’m new to Zammad, so perhaps I misconfigured something
  • I’m using an LDAP backend for the Agents
  • The Server is installed on a Proxmox LXC container
  • I don’t know of any other errors
  • I’ll gladly send more info if needed
  • thanks in advance for any help I get
  • the server is behind an nginx proxy which also does the SSL fronting

Hi
if I can add anything to get an answer I’ll gladly do that, otherwise I’d be happy if an admin can delete this Topic.
Best regards and thanks anyway for the great software.

Do you have access to the Telegram group in question?
What happens if your telegram user sends the first message?

Hi thank you for asking

Yes I’m owner of both the group and the bot.
The same, there is no ticket opened.

But in the meantime I asked a college to send a message to the bot and his message created a ticket.
So I guess it perhaps has something to do with the number being associated with an agent and a customer perhaps (the number is currently not listed in the agent, and there is no customer with that number because no customer is created if it doesn’t create a ticket)?

Because until now I only tried with one Telegram account/number (because I didn’t have any other available).