No tickets created by either E-Mail Office 365 or Telegram

Technical assistance
1

Infos:

  • Used Zammad version: 3.3.x
  • Used Zammad installation source: package
  • Operating system: Ubuntu 18.04.4 LTS
  • Browser + version: Firefox Nightly 76.0a1 (2020-03-16) (64-Bit)

Expected behavior:

  • Tickets get added when I send a message to Telegram or when I send a message to my E-Mail address

Actual behavior:

  • No Tickets from either source are created

Steps to reproduce the behavior:

  • Integrate as said on website

Also my production log looks like this:
I, [2020-03-17T17:27:43.879865 #8629-47327792555520] INFO – : Scheduler running…
I, [2020-03-17T17:27:43.893890 #8629-47327792555520] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2020-03-17T17:27:43.900566 #8629-47327871959540] INFO – : execute Ticket.process_auto_unassign (try_count 0)…
I, [2020-03-17T17:27:43.903959 #8629-47327871959540] INFO – : ended Ticket.process_auto_unassign took: 0.008636137 seconds.
I, [2020-03-17T17:27:53.894631 #8629-47327792555520] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2020-03-17T17:27:53.894832 #8629-47327792555520] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2020-03-17T17:27:53.895577 #8629-47327792555520] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2020-03-17T17:27:53.895697 #8629-47327792555520] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2020-03-17T17:27:53.896058 #8629-47327792555520] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2020-03-17T17:28:03.404698 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:28:03.407262 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:28:03.904992 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:28:03.905083 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:28:03.916705 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.519561067 seconds.
I, [2020-03-17T17:28:33.929591 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:28:33.933554 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:28:34.440974 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:28:34.441087 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:28:34.459611 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.539030615 seconds.
I, [2020-03-17T17:28:53.897060 #8629-47327792555520] INFO – : Scheduler running…
I, [2020-03-17T17:28:53.908982 #8629-47327792555520] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2020-03-17T17:28:53.909128 #8629-47327792555520] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2020-03-17T17:28:53.909401 #8629-47327792555520] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2020-03-17T17:28:53.916936 #8629-47327872113540] INFO – : execute Ticket.process_pending (try_count 0)…
I, [2020-03-17T17:28:53.928648 #8629-47327872113540] INFO – : ended Ticket.process_pending took: 0.018680608 seconds.
I, [2020-03-17T17:29:03.910271 #8629-47327792555520] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2020-03-17T17:29:03.910479 #8629-47327792555520] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2020-03-17T17:29:03.910729 #8629-47327792555520] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2020-03-17T17:29:04.469859 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:29:04.473167 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:29:05.092611 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:29:05.092726 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:29:05.106714 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.644673103 seconds.
I, [2020-03-17T17:29:13.904301 #8629-47327872374820] INFO – : execute Ticket.process_escalation (try_count 0)…
I, [2020-03-17T17:29:13.906780 #8629-47327872374820] INFO – : ended Ticket.process_escalation took: 0.008990038 seconds.
I, [2020-03-17T17:29:13.927833 #8629-47327881806600] INFO – : execute Import::OTRS.diff_worker (try_count 0)…
I, [2020-03-17T17:29:13.928519 #8629-47327881806600] INFO – : ended Import::OTRS.diff_worker took: 0.008687151 seconds.
I, [2020-03-17T17:29:35.117882 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:29:35.121601 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:29:35.828890 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:29:35.828980 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:29:35.839758 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.730698395 seconds.
I, [2020-03-17T17:29:45.456804 #8619-47373433355520] INFO – : Started GET “/api/v1/tickets/27?all=true&=1584461359680" for 31.16.254.69 at 2020-03-17 17:29:45 +0100
I, [2020-03-17T17:29:45.460472 #8619-47373410922080] INFO – : Started GET "/api/v1/cti/log?=1584461359679” for 31.16.254.69 at 2020-03-17 17:29:45 +0100
I, [2020-03-17T17:29:45.481636 #8619-47373433355520] INFO – : Processing by TicketsController#show as JSON
I, [2020-03-17T17:29:45.485017 #8619-47373433355520] INFO – : Parameters: {“all”=>“true”, “"=>“1584461359680”, “id”=>“27”}
I, [2020-03-17T17:29:45.484863 #8619-47373410922080] INFO – : Processing by CtiController#index as JSON
I, [2020-03-17T17:29:45.485923 #8619-47373410922080] INFO – : Parameters: {"”=>“1584461359679”}
I, [2020-03-17T17:29:45.513388 #8619-47373410922080] INFO – : Completed 200 OK in 27ms (Views: 0.9ms | ActiveRecord: 7.3ms)
I, [2020-03-17T17:29:45.820188 #8619-47373433355520] INFO – : Completed 200 OK in 335ms (Views: 235.6ms | ActiveRecord: 28.8ms)
I, [2020-03-17T17:29:48.646141 #8619-47373433355800] INFO – : Started GET “/api/v1/online_notifications/?full=true&=1584461359681" for 31.16.254.69 at 2020-03-17 17:29:48 +0100
I, [2020-03-17T17:29:48.653400 #8619-47373433355800] INFO – : Processing by OnlineNotificationsController#index as JSON
I, [2020-03-17T17:29:48.653496 #8619-47373433355800] INFO – : Parameters: {“full”=>“true”, "”=>“1584461359681”}
I, [2020-03-17T17:29:48.662229 #8619-47373433355800] INFO – : Completed 200 OK in 9ms (Views: 0.3ms | ActiveRecord: 1.8ms)
I, [2020-03-17T17:30:03.912003 #8629-47327792555520] INFO – : Scheduler running…
I, [2020-03-17T17:30:03.922682 #8629-47327792555520] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2020-03-17T17:30:03.923438 #8629-47327792555520] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2020-03-17T17:30:03.923553 #8629-47327792555520] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2020-03-17T17:30:03.923763 #8629-47327792555520] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2020-03-17T17:30:03.923871 #8629-47327792555520] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2020-03-17T17:30:03.924669 #8629-47327792555520] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2020-03-17T17:30:05.851187 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:30:05.853774 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:30:06.432796 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:30:06.432925 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:30:06.457788 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.614369352 seconds.
I, [2020-03-17T17:30:36.467448 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:30:36.469810 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:30:37.011882 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:30:37.011995 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:30:37.024681 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.564106101 seconds.
I, [2020-03-17T17:31:03.924920 #8629-47327792555520] INFO – : Scheduler running…
I, [2020-03-17T17:31:03.940932 #8629-47327792555520] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2020-03-17T17:31:03.941447 #8629-47327792555520] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2020-03-17T17:31:03.941568 #8629-47327792555520] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2020-03-17T17:31:03.941771 #8629-47327792555520] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2020-03-17T17:31:03.941854 #8629-47327792555520] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2020-03-17T17:31:03.943251 #8629-47327792555520] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2020-03-17T17:31:07.036595 #8629-47327852166420] INFO – : execute Channel.fetch (try_count 0)…
I, [2020-03-17T17:31:07.039302 #8629-47327852166420] INFO – : fetching imap (outlook.office365.com/xxx
port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)
I, [2020-03-17T17:31:07.475130 #8629-47327852166420] INFO – : - no message
I, [2020-03-17T17:31:07.475226 #8629-47327852166420] INFO – : done
I, [2020-03-17T17:31:07.488814 #8629-47327852166420] INFO – : ended Channel.fetch took: 0.460814026 seconds.

2

The log output you provided suggest that there’s no mail within your INBOX.
As you have “keep_on_server” enabled, it will only fetch unread mails.

Zammad does use the read state to recognize not yet fetched mail.
Thus is you read the mail faster than your Zammad does, it will not be imported.

If the mail lives within a subdirectory, you might want to update your configuration to use a specific subfolder.

Regarding telegram:
It’s kinda hard to debug this. Besides, there’s no log entry in the posted payload that might help (beside that you’re trying to address two issues which will get messy in one thread in terms of overview).

Anyway: Ensure that you have permissions to view tickets in the group telegram integration posts to.
If that’s alright, you might want to send a test message to your Zammad bot and see if something moves inside your logfile.

A even quicker way would be to check via telegram if your connection is alrighty.
To do so, use this URL and replace “BOT-TOKEN” with your actual Bot-API Token:
https://api.telegram.org/botBOT-TOKEN/getWebhookInfo

If there’s an issue, it will tell you.

Also ensure Telegram is able to communicate with your Zammad installation via http(s).

3

Hey there,
thank you for your help.
I changed two things for eMail right now:

  • I did change the “Keep on Server” option
  • I also changed the destination group to the standard “Users” group

It now works. Did I missunderstand destination groups?

4

The destination group is the group Zammad will put the ticket to.

If the ticket already exists, the follow up will be put to the existing ticket, no matter of it’s current group. So the destination group technically only counts for new to be created tickets.

I suppose you’re having invalid permissions, meaning that the user you’re trying to achieve whatever you try to achieve is not allowed to view the tickets in the affected destination group.

5

Thank you very much.
I did expect as the core administrator of the tool that I have that rights to access all tickets.
But that was wrong and I fixed it now.

1 Like
6

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.