Office 365 inbound channel

Technical assistance
1
  • Used Zammad version: 6.3.1-1721886578.f7062be2.noble
  • Used Zammad installation type: package
  • Operating system: Ubuntu Server 22.04
  • Browser + version: Chrome

Expected behavior:

Use channel mail Office 365 to create ticket

Actual behavior:

Sending Mail but no ticket is created

Steps to reproduce the behavior:

I have correctly setup the O365 chennale with my inbound mail:

helpdesk@xxx.it

image
image1183×297 12.3 KB

When try to send mail on the helpdesk@xxx.it i receive the mail correctly in the account, in the account but no ticket creation in Zammad.

I’m missing something?

Thank you

2

Is there an error in monitoring?

2024-07-31 13_29_07-
2024-07-31 13_29_07-742×522 52.2 KB

3

No error.
In the produciont.log i see this:

I, [2024-07-31T12:20:36.627679#933-149160] INFO – : execute Channel.fetch (try_count 0)…
I, [2024-07-31T12:20:36.634978#933-149160] INFO – : fetching imap (Sign in to Outlook port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=XOAUTH2)
I, [2024-07-31T12:20:37.404150#933-149160] INFO – : - no message
I, [2024-07-31T12:20:37.412657#933-149160] INFO – : ended Channel.fetch took: 0.7874788 seconds.
I, [2024-07-31T12:20:37.730280#933-149100] INFO – : ProcessScheduledJobs running…

I have try to keep the mail on the server, and if I try to send an email it correctly arrive on the inbox and is in “readed” status.

4

When the email hits the inbox, does it get marked read?

Did you specify a folder?

1 Like
5

The email when hits the inbox get marked as read.
I haven’t specified a folder.

The connection seemd correctly, because if I check the option “no keep message on the mailbox” effectly the message did’nt arrive on it.

I don’t understand why Zammad can’r read correctly the mail and create a ticket.

6

If the email is hitting the inbox, and Zammad is marking as read and not someone else. Then the issue is likely a setting in Zammad that was changed.

Do you have an overview that shows all tickets, or is your overview filtering out tickets in some way?

I would start by going through your Overview, Email Filters, Triggers, to see if there is something in there causing this.

7

Consider that is a fresh new install, no options are sets.
Only the Office 365 integration are configured

8

image
image1124×386 22.5 KB

9

helpdesk@ is the eamail address and it creates tickets in the Helpdesk group.
Does that group have an email associated with it? Does that overview include the Helpdesk group?

Is there anything other than Zammad that could be marking the email as read?

10

No, this mail is a fresh new account setup to take some tests

Now i wold like to try e fresh new install of zammad from zero.

11

Are you certain that it’s not you reading in the mailbox accidentally marking the mail in question as read? You can mark them as unread and see what happens. The log file should contain a reason if it fails.

If that doesn’t help, ensure you have permission to actually see the tickets (group permission) and that the overview does not exclude the group the ticket is going to.

12

First thing I would suggest is to make sure you aren’t marking the email as read before Zammad gets a chance to read it.

Then make sure your overview ‘Unassigned & Open Tickets’ includes the Helpdesk group.

https://admin-docs.zammad.org/en/latest/manage/overviews.html

13

As suspected a fresh new install of Zammad server solved the problem. Thank you all for the support!