Email processing stuck, but email exists in ticket

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: package
  • Operating system: Debian 12
  • Browser + version: different browsers

Expected behavior:

  • Emails could be processed without errors

Actual behavior:

  • Sometimes (maybe once a day) email processing stucks, which leads to unprocessable mails. The mail is already processed and in the ticket or creates a new ticket. When i do the reprocess command, the mail is in the ticket twice.

Here is a part of the production log:

I, [2024-09-18T17:51:51.032674#159933-151680]  INFO -- :  - no message
I, [2024-09-18T17:51:54.701688#159933-151680]  INFO -- : fetching imap (mail.xxx.de/kontakt@xxx.de port=993,ssl=true,starttls=false,folder=Ticketsystem,keep_on_server=false,auth_type=LOGIN)
I, [2024-09-18T17:51:57.704939#159933-151680]  INFO -- :  - message 1/1
I, [2024-09-18T17:52:12.339835#159933-151680]  INFO -- : Process email with msgid '<trinity-xxxxxxx274e7053-1726674694127@trinitxxxxxx6c8d97-4pw6q>'
I, [2024-09-18T17:52:28.035508#159933-151680]  INFO -- : set_attributes_by_x_headers header x-zammad-article-preferences found. Assign preferences={"send-auto-response"=>true, "is-auto-response"=>false}
I, [2024-09-18T17:53:35.124975#159933-151680]  INFO -- : Execute trigger ([JSK] Speedtest Ticketstatus ändern/56) for this object (Ticket:24541/Loop:1)
I, [2024-09-18T17:53:36.866559#159933-151680]  INFO -- : Execute trigger ([JSK] Tag: Störung bei Gruppenwechsel/32) for this object (Ticket:24541/Loop:1)
E, [2024-09-18T17:55:10.247029#159933-151680] ERROR -- : Can't process email. Run the following command to get the message for issue report at https://github.com/zammad/zammad/issues:
E, [2024-09-18T17:55:10.277320#159933-151680] ERROR -- : execution expired (Timeout::Error)
I, [2024-09-18T17:55:13.929395#159933-151680]  INFO -- : fetching imap (mailxxxde/gad@xxx.de port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
I, [2024-09-18T17:55:20.036711#159933-151680]  INFO -- :  - no message
I, [2024-09-18T17:55:22.179064#159933-151680]  INFO -- : fetching imap (mail.xxxx.de/001-10000-02 port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
I, [2024-09-18T17:55:23.474387#159933-151680]  INFO -- :  - no message
I, [2024-09-18T17:55:29.963776#159933-151680]  INFO -- : ended Channel.fetch took: 257.350907117 seconds.