Fetched mail from exchange through davmail are not created as a ticket

Infos:

  • Used Zammad version: 3.2.0
  • Used Zammad installation source: 3.2.0-1578664361.375c4929.buster
  • Operating system: Debian Buster
  • Browser + version: Firefox 72.0.2

Expected behavior:

  • Fetch mails from e-mail channel an created unassigned Tickets

Actual behavior:

  • I fetch the mails through davmail from an exchange server 2013 and zammad reads the mails.
    Can you shove me in the right direction.

INFO – : fetching imap (localhost/support@swg.gmh-group.local port=1143,ssl=false,starttls=false,folder=INBOX,keep_on_server=false)
INFO – : - message 1/9
INFO – : - message 2/9
INFO – : - message 3/9
INFO – : - message 4/9
INFO – : - message 5/9
INFO – : - message 6/9
INFO – : - message 7/9
INFO – : - message 8/9
However, the mails remain on the server and are not marked as read and zammad shows
me no tickets.

Steps to reproduce the behavior:

  • I switch to DEBUG and production.log shows:

INFO – : fetching imap (localhost/support@swg.gmh-group.local port=1143,ssl=false,starttls=false,folder=INBOX,keep_on_server=false)
INFO – : - message 1/9
INFO – : - message 2/9
INFO – : - message 3/9
INFO – : - message 4/9
INFO – : - message 5/9
INFO – : - message 6/9
INFO – : - message 7/9
INFO – : - message 8/9
DEBUG – : *** worker thread loop
DEBUG – : (0.4ms) SELECT COUNT() FROM “delayed_jobs”
DEBUG – : *** worker thread, 0 in queue
DEBUG – : Delayed::Backend::ActiveRecord::Job Load (0.6ms) UPDATE “delayed_jobs” SET locked_at = ‘2020-01-27 09:24:12.116504’, locked_by = ‘host:support pid:7848’ WHERE id IN (SELECT “delayed_jobs”.“id” FROM “delayed_jobs” WHERE ((run_at <= ‘2020-01-27 09:24:12.116123’ AND (locked_at IS NULL OR locked_at < ‘2020-01-27 05:24:12.116135’) OR locked_by = ‘host:support pid:7848’) AND failed_at IS NULL) ORDER BY priority ASC, run_at ASC LIMIT 1 FOR UPDATE) RETURNING *
INFO – : - message 9/9
INFO – : done
DEBUG – : (0.2ms) BEGIN
DEBUG – : Channel Update (0.4ms) UPDATE “channels” SET “preferences” = $1, “updated_at” = $2 WHERE “channels”.“id” = $3 [[“preferences”, "— !ruby/hash:ActiveSupport::HashWithIndifferentAccess\nlast_fetch: !ruby/object:ActiveSupport::TimeWithZone\n utc: &1 2020-01-27 09:24:12.535973546 Z\n zone: !ruby/object:ActiveSupport::TimeZone\n name: Etc/UTC\n time: 1\n"], [“updated_at”, “2020-01-27 09:24:12.537000”], [“id”, 4]]
DEBUG – : EmailAddress Load (0.2ms) SELECT “email_addresses”.
FROM “email_addresses”
DEBUG – : Channel Load (0.1ms) SELECT “channels”.
FROM “channels” WHERE “channels”.“id” = $1 LIMIT $2 [[“id”, 4], [“LIMIT”, 1]]
DEBUG – : (1.1ms) COMMIT
INFO – : ended Channel.fetch took: 3.620320371 seconds.
DEBUG – : Scheduler Load (0.1ms) SELECT “schedulers”.* FROM “schedulers” WHERE “schedulers”.“id” = $1 LIMIT $2 [[“id”, 5], [“LIMIT”, 1]]
DEBUG – : *** worker thread loop
DEBUG – : (0.5ms) SELECT COUNT() FROM “delayed_jobs”
DEBUG – : *** worker thread, 0 in queue
DEBUG – : Delayed::Backend::ActiveRecord::Job Load (0.6ms) UPDATE “delayed_jobs” SET locked_at = ‘2020-01-27 09:24:16.119404’, locked_by = ‘host:support pid:7848’ WHERE id IN (SELECT “delayed_jobs”.“id” FROM “delayed_jobs” WHERE ((run_at <= ‘2020-01-27 09:24:16.119072’ AND (locked_at IS NULL OR locked_at < ‘2020-01-27 05:24:16.119088’) OR locked_by = ‘host:support pid:7848’) AND failed_at IS NULL) ORDER BY priority ASC, run_at ASC LIMIT 1 FOR UPDATE) RETURNING *
DEBUG – : stream controll loop
DEBUG – : Channel Load (0.5ms) SELECT “channels”.
FROM “channels” WHERE (active = TRUE AND area LIKE ‘%::Account’)
DEBUG – : *** worker thread loop
DEBUG – : (0.6ms) SELECT COUNT() FROM “delayed_jobs”
DEBUG – : *** worker thread, 0 in queue
DEBUG – : Delayed::Backend::ActiveRecord::Job Load (0.6ms) UPDATE “delayed_jobs” SET locked_at = ‘2020-01-27 09:24:20.122506’, locked_by = ‘host:support pid:7848’ WHERE id IN (SELECT “delayed_jobs”.“id” FROM “delayed_jobs” WHERE ((run_at <= ‘2020-01-27 09:24:20.122116’ AND (locked_at IS NULL OR locked_at < ‘2020-01-27 05:24:20.122157’) OR locked_by = ‘host:support pid:7848’) AND failed_at IS NULL) ORDER BY priority ASC, run_at ASC LIMIT 1 FOR UPDATE) RETURNING *
DEBUG – : *** worker thread loop
DEBUG – : (0.4ms) SELECT COUNT(
) FROM “delayed_jobs”
DEBUG – : *** worker thread, 0 in queue
DEBUG – : Delayed::Backend::ActiveRecord::Job Load (0.6ms) UPDATE “delayed_jobs” SET locked_at = ‘2020-01-27 09:24:24.125363’, locked_by = ‘host:support pid:7848’ WHERE id IN (SELECT “delayed_jobs”.“id” FROM “delayed_jobs” WHERE ((run_at <= ‘2020-01-27 09:24:24.124969’ AND (locked_at IS NULL OR locked_at < ‘2020-01-27 05:24:24.124983’) OR locked_by = ‘host:support pid:7848’) AND failed_at IS NULL) ORDER BY priority ASC, run_at ASC LIMIT 1 FOR UPDATE) RETURNING *
DEBUG – : *** worker thread loop
DEBUG – : (0.5ms) SELECT COUNT(*) FROM “delayed_jobs”
DEBUG – : *** worker thread, 0 in queue
DEBUG – : Delayed::Backend::ActiveRecord::Job Load (0.6ms) UPDATE “delayed_jobs” SET locked_at = ‘2020-01-27 09:24:28.128232’, locked_by = ‘host:support pid:7848’ WHERE id IN (SELECT “delayed_jobs”.“id” FROM “delayed_jobs” WHERE ((run_at <= ‘2020-01-27 09:24:28.127840’ AND (locked_at IS NULL OR locked_at < ‘2020-01-27 05:24:28.127888’) OR locked_by = ‘host:support pid:7848’) AND failed_at IS NULL) ORDER BY priority ASC, run_at ASC LIMIT 1 FOR UPDATE) RETURNING *

Sounds like a very sketchy setup nobody will overview later on.
Which mailbox are you looking at where the mail is being unread? I suppose not your davmail right…?

Also, ensure you have rights on the group Zammad fetches the mails to, because even as admin you won’t see them if you don’t have the rights to do so.

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