IMAP doesnt fetch/import emails into a ticket

Technical assistance
1

Infos:

Expected behavior:

Looks like that something doesnt work correctly to import the mails to generate tickets out of it.

Actual behavior:

Fetching mails are working, because I have no errors in log files and also see the number of unreaded messages in my imap inbox in the logs.

Steps to reproduce the behavior:

No idea…

scheduler_err.log → empty
scheduler_out.log → empty
searchindex-rebuild.log → empty
production.log (some lines) →

I, [2021-07-14T13:21:09.252406 #638-47325304310220] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-07-14T13:21:09.253616 #638-47325304310220] INFO – : fetching imap (localhost/nobiskrug\mmustermann port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=LOGIN)
I, [2021-07-14T13:21:09.706392 #638-47325304310220] INFO – : - no message
I, [2021-07-14T13:21:09.721414 #638-47325304310220] INFO – : ended Channel.fetch took: 0.474974402 seconds.
I, [2021-07-14T13:21:21.760009 #638-47325308918860] INFO – : execute Import::OTRS.diff_worker (try_count 0)…
I, [2021-07-14T13:21:21.760314 #638-47325308918860] INFO – : ended Import::OTRS.diff_worker took: 0.006660439 seconds.
I, [2021-07-14T13:21:39.221113 #638-47325238630740] INFO – : Scheduler running…
I, [2021-07-14T13:21:39.232692 #638-47325309341180] INFO – : execute Ticket.process_pending (try_count 0)…
I, [2021-07-14T13:21:39.237257 #638-47325309341180] INFO – : ended Ticket.process_pending took: 0.012391985 seconds.
I, [2021-07-14T13:21:39.731486 #638-47325304310220] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-07-14T13:21:39.733746 #638-47325304310220] INFO – : fetching imap (localhost/nobiskrug\mmustermann port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=LOGIN)
I, [2021-07-14T13:21:40.146227 #638-47325304310220] INFO – : - no message
I, [2021-07-14T13:21:40.157408 #638-47325304310220] INFO – : ended Channel.fetch took: 0.434333637 seconds.
I, [2021-07-14T13:21:49.234877 #638-47325238630740] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2021-07-14T13:21:49.240323 #638-47325309958720] INFO – : execute Ticket.process_auto_unassign (try_count 0)…
I, [2021-07-14T13:21:49.241468 #638-47325309958720] INFO – : ended Ticket.process_auto_unassign took: 0.006096561 seconds.
I, [2021-07-14T13:21:59.245808 #638-47325238630740] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2021-07-14T13:21:59.245912 #638-47325238630740] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2021-07-14T13:21:59.245954 #638-47325238630740] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2021-07-14T13:21:59.245992 #638-47325238630740] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2021-07-14T13:21:59.246150 #638-47325238630740] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2021-07-14T13:22:10.167152 #638-47325304310220] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-07-14T13:22:10.168366 #638-47325304310220] INFO – : fetching imap (localhost/nobiskrug\mmustermann port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=LOGIN)
I, [2021-07-14T13:22:10.473961 #617-47032933743960] INFO – : Started DELETE “/api/v1/taskbar/28” for 192.168.200.28 at 2021-07-14 13:22:10 +0200
I, [2021-07-14T13:22:10.478643 #617-47032933743960] INFO – : Processing by TaskbarController#destroy as JSON
I, [2021-07-14T13:22:10.478695 #617-47032933743960] INFO – : Parameters: {“id”=>“28”}
I, [2021-07-14T13:22:10.512957 #617-47032933743960] INFO – : Completed 200 OK in 34ms (Views: 0.2ms | ActiveRecord: 9.4ms)
I, [2021-07-14T13:22:10.590659 #638-47325304310220] INFO – : - no message
I, [2021-07-14T13:22:10.601648 #638-47325304310220] INFO – : ended Channel.fetch took: 0.442528645 seconds.
I, [2021-07-14T13:22:13.658130 #638-47325303798620] INFO – : 2021-07-14T13:22:13+0200: [Worker(host:mgmt17 pid:638)] Job UserDeviceLogJob [4bc2c24d-1053-4511-8e8f-bad3f06198c0] from DelayedJob(default) with arguments: [“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36 Edg/91.0.864.67”, “192.168.200.28”, 3, “-1498214772”, “session”] (id=3709) (queue=default) RUNNING
I, [2021-07-14T13:22:13.693463 #638-47325303798620] INFO – : 2021-07-14T13:22:13+0200: [Worker(host:mgmt17 pid:638)] Job UserDeviceLogJob [4bc2c24d-1053-4511-8e8f-bad3f06198c0] from DelayedJob(default) with arguments: [“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36 Edg/91.0.864.67”, “192.168.200.28”, 3, “-1498214772”, “session”] (id=3709) (queue=default) COMPLETED after 0.0352
I, [2021-07-14T13:22:40.610509 #638-47325304310220] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-07-14T13:22:40.611804 #638-47325304310220] INFO – : fetching imap (localhost/nobiskrug\mmustermann port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=LOGIN)
I, [2021-07-14T13:22:41.042037 #638-47325304310220] INFO – : - message 1/1
I, [2021-07-14T13:22:41.210274 #638-47325304310220] INFO – : ended Channel.fetch took: 0.60682525 seconds.
I, [2021-07-14T13:22:59.303218 #638-47325238630740] INFO – : Scheduler running…
I, [2021-07-14T13:22:59.306262 #638-47325238630740] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2021-07-14T13:22:59.306397 #638-47325238630740] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2021-07-14T13:22:59.306458 #638-47325238630740] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2021-07-14T13:22:59.306507 #638-47325238630740] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2021-07-14T13:22:59.306545 #638-47325238630740] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2021-07-14T13:22:59.306639 #638-47325238630740] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2021-07-14T13:23:11.218841 #638-47325304310220] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-07-14T13:23:11.220153 #638-47325304310220] INFO – : fetching imap (localhost/nobiskrug\mmustermann port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=LOGIN)
I, [2021-07-14T13:23:11.649943 #638-47325304310220] INFO – : - message 1/1
I, [2021-07-14T13:23:11.837962 #638-47325304310220] INFO – : ended Channel.fetch took: 0.625989723 seconds.

2

The only thing that I get is this:

irb(main):007:0> Channel.fetch
fetching imap (localhost/nobiskrug.local\xx port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)

  • message 1/2
  • message 2/2
    => [#<Channel id: 7, group_id: 1, area: “Email::Account”, options: {“inbound”=>{“adapter”=>“imap”, “options”=>{“host”=>“localhost”, “user”=>“nobiskrug.local\xxx”, “password”=>“xxx”, “ssl”=>true, “port”=>“993”, “folder”=>"", “keep_on_server”=>false}}, “outbound”=>{“adapter”=>“smtp”, “options”=>{“host”=>“localhost”, “user”=>“nobiskrug.local\xx”, “password”=>“xx!”, “port”=>“465”}, “email”=>“xx@xx.com”}}, active: true, preferences: {“last_fetch”=>Wed, 14 Jul 2021 12:40:22 UTC +00:00}, last_log_in: “”, last_log_out: nil, status_in: “ok”, status_out: “ok”, updated_by_id: 3, created_by_id: 3, created_at: “2021-07-14 12:28:20”, updated_at: “2021-07-14 12:40:22”>]
    irb(main):008:0>
3

Possibly restarting the Zammad service is good enough already.
Your logfile and description do not fit.

Your production log shows a running scheduler and functioning fetch process.
If mails are vanshing from your mailbox but not appearing on your Zammad instance ensure the following:

  • no other Zammad instance fetching mail from the same mailbox
  • you having enough permissions to see the group the ticket may be directed to
1 Like
4

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