Problem wiht E-Mails and ticktes

Technical assistance
1

Hello dear community,

I am experiencing the following phenomenon.
Until shortly after 6 a.m. this morning, it still worked if you sent an e-mail to our Zammad ticket system that a ticket had been created and could also be found in Zammad.
The agents then received an email for a new ticket.
Since about 7 a.m., the e-mails have been retrieved by Zammad, a ticket is supposedly generated and the e-mail about a new ticket is sent to the agents.
However, the named ticket cannot be found in the ticket system.

Is there a solution that I can use to get to the bottom of the problem?

Thank you very much for your time.

Kind regards

Mario

Zammad Version: 6.3.1-1728034295.d82ac357.focal
MariaDB, Apache2, selfhosted
Operation System: ubuntu:focal
Container in QNAP

2

If you receive notifications from Zammad but cannot find the emails in Zammad there’s two classic mistakes:

  • Insufficient permission on the group in question (you’re just not allowed to see the ticket(s))
  • A second Zammad instance running with the same email channels fetching faster than the other instance. (Usually this one’s hard to see, because this usually happens when someone duplicates the system for e.g. staging and thus IDs are close to identical)