When Zammad received a message through telegram client to a bot created, it creates a ticket, but when an agent reply from Zammad, the message should send to telegram client
Actual behavior:
All messages inside a ticket generated from telegram client no are sent from Zammad to telegram client. The Zammad outputs an error message Entrega fallida: “Unable to send telegram message: Timed out connecting to server”; but if I send a message from web browser the message is sent without problem and reach to telegram client. It follows an example replacing information of bot (token, id, etc.) with XXXXXX.
I have a CA certificate generated via Let’s encrypt run correctly, and I didn’t see errors at /var/log/zammad/production.log.
Steps to reproduce the behavior:
*From a ticket generated through telegram client, press reply option of edit box and press update button, and the message isn’t sent and then a moment Zammad outputs aforementioned error message.
Are you behind a proxy or is your server located in a country where goverment might filter Telegram communication?
Also, please have a look at the following link output (after replacing {your-token} with your Bot-API-Token): https://api.telegram.org/bot{your-token}/getWebhookInfo
(Note: bot is no accident but needs to live in front of your token)
Also, while we’re at collecting information, please also provide the following information:
virtualization type / hypervisor (if applicable)
CPU of the system (e.g. Intel XEON E2226G)
number of cores dedicated to the Zammad machine
memory dedicated to the Zammad machine
storage type (SSD/HDD)
number of agents in total
number of approx. concurrent agents working
number of overviews ( zammad run rails r 'p Overview.count')
number of tickets ( zammad run rails r 'p Ticket.count')
Thanks MrGeneration for your soon answer. I follow testing and restarted virtual machine and some messages arrived to telegram client, others not. Although there are some text messages from Zammad that arrive telegram client and others not; at the second case, I saw the following error en zammad’s log, when that is happening.
E, [2019-12-31T13:37:38.066261 #971-47303900630640] ERROR – : Timed out connecting to server
E, [2019-12-31T13:37:38.068264 #971-47303900630640] ERROR – : 2019-12-31T13:37:38-0500: [Worker(host:zammad pid:971)] Job Observer::Article::CommunicateTelegram::BackgroundJob (id=1447) FAILED (0 prior attempts) with RuntimeError: Timed out connecting to server
virtualization type / hypervisor (if applicable). VMWare 15
CPU of the system (e.g. Intel XEON E2226G). Intel Core I7-8700 CPU 3.2GHz
number of cores dedicated to the Zammad machine. 2 processor cores
memory dedicated to the Zammad machine. 4096MB
storage type (SSD/HDD). HDD
number of agents in total. 2
number of approx. concurrent agents working. 1
number of overviews ( zammad run rails r 'p Overview.count' )
zammad@zammad:~$ zammad run rails r ‘p Overview.count’
9
number of tickets ( zammad run rails r 'p Ticket.count' )
zammad@zammad:~$ zammad run rails r ‘p Ticket.count’
4
At summary messages sent from telegram client to Zammad it’s Ok, arrive quickly, whereas messages sent from Zammad to telegram client it’s not fine, even those one that arrive take a long time, and others never arrive or arrive duplicate messages.
Sorry but the integration is working without any issues on several instances on my end. I cannot reproduce this. You might want to test this on hosted setup (just to ensure it’s not your installation), you can do so for free: