Mails deleted, but no tickets created

Technical assistance
1

Infos:

  • Used Zammad version: 6.4
  • Used Zammad installation type: package,
  • Operating system: Ubuntu
  • Browser + version:

Expected behavior:

A ticket is to be created from each mail

Actual behavior:

Since the update to 6.4, tickets are no longer created from the mails in two different M365 mailboxes. They are retrieved and deleted from the mailbox. However, no new tickets appear in Zammad. Replies to existing tickets are recorded. The dispatch also works. Can I find LOG files somewhere so that I can find out the exact cause?

2

Hi @MiDo1412.

The log directory in your Zammad installation should contain the files you’re looking for.

3

Thanks, I found this. But I have no idea what it means. Or which command I have to execute exactly for the issue report

[2024-11-20T15:54:32.653247#1799214-5977300]  INFO -- : Process email with msgid '<DB9P251MB00922AE3CD6B96EDF21DE2C1EA212@DB9P251MB0092.EURP251.PROD.OUTLOOK.COM>'
I, [2024-11-20T15:54:32.670336#1799214-5977300]  INFO -- : set_attributes_by_x_headers header x-zammad-ticket-customer_id found. Assign customer_id=1342
E, [2024-11-20T15:54:32.680509#1799214-5977300] ERROR -- : Can't process email. Run the following command to get the message for issue report at https://github.com/zammad/zammad/issues:
  zammad run rails r "puts FailedEmail.find(18).data"
E, [2024-11-20T15:54:32.680545#1799214-5977300] ERROR -- : PG::InFailedSqlTransaction: ERROR:  current transaction is aborted, commands ignored until end of transaction block
 (ActiveRecord::StatementInvalid)
lib/transaction_dispatcher.rb:33:in `perform'
lib/transaction_dispatcher.rb:17:in `commit'
app/models/transaction.rb:51:in `finish_transaction'
app/models/transaction.rb:19:in `ensure in block in execute'
app/models/transaction.rb:19:in `block in execute'
app/models/transaction.rb:14:in `execute'
app/models/transaction.rb:26:in `execute'
app/models/channel/email_parser.rb:200:in `_process'
app/models/channel/email_parser.rb:152:in `block in process_with_timeout'
app/models/channel/email_parser.rb:151:in `process_with_timeout'
app/models/channel/email_parser.rb:131:in `process'
app/models/channel/driver/imap.rb:359:in `block in fetch'
app/models/channel/driver/imap.rb:295:in `each'
app/models/channel/driver/imap.rb:295:in `fetch'
app/models/channel.rb:64:in `fetch'
app/models/channel.rb:36:in `fetch'
(eval):1:in `eval_job_method'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:48:in `eval'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:48:in `eval_job_method'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:23:in `execute'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:16:in `block in run_loop'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:15:in `times'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:15:in `run_loop'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:8:in `run'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:10:in `run'
lib/background_services/service/process_scheduled_jobs/manager.rb:84:in `block in start_in_thread'
lib/application_handle_info.rb:19:in `use'
lib/background_services/service/process_scheduled_jobs/manager.rb:82:in `start_in_thread'
lib/background_services/service/process_scheduled_jobs/manager.rb:73:in `block (2 levels) in start'
lib/background_services/service/process_scheduled_jobs/manager.rb:72:in `block in start'
4

Ehm, it’s written in the log … zammad run rails r "puts FailedEmail.find(18).data"?

5

Sorry, it was already late in the evening. The command only shows me the content of the e-mail. But I would like to know why it did not process the mails.

6

but your log file told you: Due to temporary issues with your database server.

Reprocess the mails ( Other Useful Commands — Zammad System Documentation documentation ) and consider using proper monitoring on Zammad (Monitoring — Zammad Admin Documentation documentation) so that you at least can recognize issues faster.