Incoming messages from telegram not being shown

Technical assistance
1

Infos:

  • Used Zammad version: 2.5.x
  • Used Zammad installation source: ubuntu deb
  • Operating system: ubuntu 16.04
  • Browser + version: chromium 67.0.3396.87

Expected behavior:

  • incoming customer messages sent through telegram should always reflect in the ticket

Actual behavior:

  • incoming customer messages are intermittently shown in the ticket
  • the ticket doesn’t show all customer messages, even though they are shown in the customer’s telegram app
  • the behaviour seems quite random, sometimes messages appear, other times they don’t…

Below is an extract from the production.log file which implies the message was received successfully but the text never appears in the ticket?

I, [2018-07-25T12:38:25.693754 #883]  INFO -- : Started POST "/api/v1/channels_telegram_webhook/TzRp_srcu-D3YQ?bid=434497675" for 149.154.167.212 at 2018-07-25 12:38:25 +0200
I, [2018-07-25T12:38:25.699465 #883]  INFO -- : Processing by ChannelsTelegramController#webhook as HTML
I, [2018-07-25T12:38:25.699607 #883]  INFO -- :   Parameters: {"update_id"=>267510493, "message"=>{"message_id"=>25, "from"=>{"id"=>96232693, "is_bot"=>false, "first_name"=>"Bruce", "language_code"=>"en-gb"}, "chat"=>{"id"=>96232693, "first_name"=>"Bruce", "type"=>"private"}, "date"=>1532515105, "text"=>"Here is a message"}, "bid"=>"434497675", "callback_token"=>"TzRp_srcu-D3YQ"}
I, [2018-07-25T12:38:25.714260 #883]  INFO -- : Completed 200 OK in 15ms (Views: 0.2ms | ActiveRecord: 5.9ms)

Steps to reproduce the behavior:

  • Setup a telegram bot and add it to Telegram via the API
  • Send a message to the bot via telegram
  • A new ticket is opened
  • Reply to the customer
  • The customer send’s a reply back
  • It is random if the customer message is shown in the ticket or not…
2

Hi @bruce78 - this is really strange. Do you have any ERROR messages in your log/production.log file?

3

I get error messages for Facebook but I disabled/deleted the Facebook app and the problem carried on…

I can’t see any other errors and the error log was empty in the log directory.

I can upload a 10,000 line production.log file from today if you think that will help?

4

If there were messages that you haven’t received - yes, please upload the file.

5

Ok, here is a paste of the file… I couldn’t see a way to attached it to this thread…

6

I’ve reinstalled Zammad and all is well!

7

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