(RuntimeError)
app/models/channel.rb:270:in `rescue in deliver'
app/models/channel.rb:245:in `deliver'
lib/notification_factory/mailer.rb:170:in `send'
lib/notification_factory/mailer.rb:223:in `notification'
app/models/transaction/notification.rb:216:in `block in perform'
app/models/transaction/notification.rb:105:in `each'
app/models/transaction/notification.rb:105:in `perform'
lib/transaction_dispatcher.rb:61:in `execute_single_backend'
app/jobs/transaction_job.rb:25:in `block in perform'
app/jobs/transaction_job.rb:21:in `perform'
lib/background_services/service/process_delayed_jobs.rb:25:in `block (2 levels) in launch'
lib/background_services/service/process_delayed_jobs.rb:23:in `block in launch'
lib/background_services/service/process_delayed_jobs.rb:20:in `loop'
lib/background_services/service/process_delayed_jobs.rb:20:in `launch'
lib/background_services/service.rb:27:in `block in run'
lib/application_handle_info.rb:19:in `use'
lib/background_services/service.rb:33:in `block in run_in_service_context'
lib/background_services/service.rb:32:in `run_in_service_context'
lib/background_services/service.rb:26:in `run'
lib/background_services.rb:67:in `block in start_as_thread'
I, [2023-04-25T09:40:38.438225#3050887-112440] INFO -- : 2023-04-25T09:40:38+0200: [Worker(host:zammad pid:3050887)] Job TransactionJob [be71116a-9d98-4a28-9452-36c27fbfd4ce] from DelayedJob(default) with arguments: [{"object"=>"Ticket", "object_id"=>239, "user_id"=>121, "created_at">
I
```
---
### Author:  [@dvanzuijlekom](https://community.zammad.org/u/dvanzuijlekom)
#### Post date: [April 26, 2023, 9:25am UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/8 "2023-04-26T09:25:42Z")
You are affected by [this issue](https://community.zammad.org/t/smtp-550-callout-verification-failed-on-single-address-aborts-rest-of-notifications/10961/6). The ticket is probably generated fine, but you’re just not getting any notifications of it. Search for the ticket manually.
Also: change the email address of the affected agent or disable them temporarily to allow notifications to be sent again. See my post for further details on this issue and how to work around it.
---
### Author:  [@letmesetupthis](https://community.zammad.org/u/letmesetupthis)
#### Post date: [April 26, 2023, 9:39am UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/9 "2023-04-26T09:39:01Z")
The Ticket is not getting generated sometimes, and the email which is sent out, informing the ticket was created, shows a wrong link.
---
### Author:  [@dvanzuijlekom](https://community.zammad.org/u/dvanzuijlekom)
#### Post date: [April 26, 2023, 11:02am UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/10 "2023-04-26T11:02:01Z")
As MrGeneration stated earlier in [his post](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/6): it is likely a group permission error that you’re not seeing the ticket. The SMTP error you posted is of a notification failure to an agent about a _created_ ticket. The ticket should really be in your instance somewhere.
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [April 26, 2023, 11:02am UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/11 "2023-04-26T11:02:46Z")
The log output you provided does not reflect that.
Either you’re mixing terminologies or you’re not finding the ticket that exists.
That’s nothing we can help you with. We can help with fitting terminologies when all things are known to us. Right now this is not the case.
---
### Author:  [@letmesetupthis](https://community.zammad.org/u/letmesetupthis)
#### Post date: [April 26, 2023, 11:49am UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/12 "2023-04-26T11:49:06Z")
it has nothing to do with “it is likely a group permission error that you’re not seeing the ticket”.
The customer gets an email with a link to the “created” ticket… BUT it will just give him a link to another ticket which is not even his ticket so he ha sno access to it.
my user has access to everything so the link works for me, but shows me this old ticket of another customer…
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [April 26, 2023, 12:01pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/13 "2023-04-26T12:01:08Z")
> [@letmesetupthis](#):
>
> The customer gets an email with a link to the “created” ticket… BUT it will just give him a link to another ticket which is not even his ticket so he ha sno access to it.
So that’s the issue. Fix your trigger based mail then.
---
### Author:  [@twonnecke](https://community.zammad.org/u/twonnecke)
#### Post date: [April 27, 2023, 1:00pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/14 "2023-04-27T13:00:41Z")
No, it isn’t. I can support letmesetupthis, as we are having this issue too with some of our tickets.
We have a support mail address setup and the mails are not kept in the mailbox. The user writes an email to the address and gets the automatic response “Thanks for your ticket bla bla”. The Ticket-ID is set to the next free ID and a link is created to this ID (as with every new ticket). But the ticket is **not created**. The next ticket that is successfully created with receive the new free ID, which has been linked in the last automatic reply of the not successful ticket creation.
So the customers link shows the ID from their created ticket, but it’s actually the ticket after this one, as it was not created.
We use MS Exchange 2016 and the support address is a shared mailbox with an user account behind that.
It’s not an issue with the Zammad version, as we are still on 4.x.
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [April 27, 2023, 1:04pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/15 "2023-04-27T13:04:18Z")
> [@twonnecke](#):
>
> It’s not an issue with the Zammad version, as we are still on 4.x.
You’re prune to security issues, upgrade asap.
If it would be an issue with Zammad 4.x and 5.x people would have noticed like MUCH EARLIER.
Run `zammad run rails r "pp Ticket.find()"`
I bet you do get a response. That is if you use the ID not the number (or the other way around).
Wouldn’t be the first time people confuse ticket ID and number and use it incorrectly in triggers.
And what you both have in common that the mail is based on a trigger.
---
### Author:  [@twonnecke](https://community.zammad.org/u/twonnecke)
#### Post date: [April 27, 2023, 1:32pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/16 "2023-04-27T13:32:39Z")
> [@MrGeneration](#):
>
> You’re prune to security issues, upgrade asap.
Will do. We already had a successful upgrade on a test system and will update productive asap.
Trigger looks like following:
Dein Ticket **(#{config.ticket\_hook}#{ticket.number})** ist bei uns eingegangen.
Mail looks like following:
Dein Ticket **(Ticket#177908)** ist bei uns eingegangen.
The ticket title from mail is: **Einrichtung Verzeichniszugriff**
When searching in zammad for ticket numer 177908, we do find a ticket, but from another colleague with title **IT Erstausstattung**.
When running `zammad run rails r "pp Ticket.find(7908)"`, a ticket is found with id 7908 and number 177908 and title IT Erstausstattung.
When running command Ticket.find\_by(title: “IT Erstausstattung”) in rails console, this ticket with id 7908 is found.
When running command Ticket.find\_by(title: “Einrichtung Verzeichniszugriff”) in rails console, output is `=> nil`.
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [April 27, 2023, 1:37pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/17 "2023-04-27T13:37:46Z")
> [@twonnecke](#):
>
> When running `zammad run rails r "pp Ticket.find(7908)"`, a ticket is found with id 7908 and number 177908 and title IT Erstausstattung.
Ticket number and ID **are not** necessarily the exact same and can drift.
> [@twonnecke](#):
>
> When running `zammad run rails r "pp Ticket.find(7908)"`, a ticket is found with id 7908 and number 177908 and title IT Erstausstattung.
>
> When running command Ticket.find\_by(title: “IT Erstausstattung”) in rails console, this ticket with id 7908 is found.
>
> When running command Ticket.find\_by(title: “Einrichtung Verzeichniszugriff”) in rails console, output is `=> nil`.
Alright. Send me a PM with the production.log where this occured and the rough time so I don’t have to search the whole log, please. I can provide a drop link if you don’t want to send it via PM directly.
One time offer, no fee.
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [April 27, 2023, 8:20pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/18 "2023-04-27T20:20:11Z")
After reviewing the log files we noticed the (cloned) test instance being the culprit (so the wrong instance fetched the mail and generated a ticket number that obviously can’t exist on the production one.
---
### Author:  [@system](https://community.zammad.org/u/system)
#### Post date: [August 25, 2023, 8:20pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/19 "2023-08-25T20:20:56Z")
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