Random emails marked read on server but no ticket is updated

  • Used Zammad version: 3.6.x
  • Used Zammad installation type: source
  • Operating system: debian
  • Browser + version: any

Expected behavior:

  • Our email server is only set up in Zammad. Zammad marks our emails read when opening or updating a ticket. Everything was fine until ~ 15000 tickets.

Actual behavior:

  • Zammad marks new emails “read” BUT new tickets and existing tickets are not updated. This is happening randomly. If we manually mark emails “unread”, Zammad marks them read again but it is still random if it actually updates or creates a ticket. So we have to mark emails unread more than once in some cases.

Steps to reproduce the behavior:

  • I do not think you can simply reproduce this. We checked the logs and our mail server and could not find any problems. We changed password on the mail server to exclude any mail clients. We only see that Zammad checks for new emails but can’t find any. We need some guidance where to look for the issue exactly.

We already checked:

Elasticsearch version:
“name” : “web”,
“cluster_name” : “elasticsearch”,
“cluster_uuid” : “ye1vqQV5QpmymlkVh3CB3w”,
“version” : {
“number” : “7.11.1”,
“build_flavor” : “default”,
“build_type” : “deb”,
“build_hash” : “ff17057114c2199c9c1bbecc727003a907c0db7a”,
“build_date” : “2021-02-15T13:44:09.394032Z”,
“build_snapshot” : false,
“lucene_version” : “8.7.0”,
“minimum_wire_compatibility_version” : “6.8.0”,
“minimum_index_compatibility_version” : “6.0.0-beta1”
“tagline” : “You Know, for Search”

We also have there errors under “Monitoring”:

  • Failed to run scheduled job ‘Generate user based stats.’. Cause: Failed to run Stats.generate after 10 tries #<ActiveRecord::StatementInvalid: PG::UndefinedColumn: ERROR: column stats_stores.stats_store_object_id does not exist LINE 1: SELECT COUNT() FROM “stats_stores” WHERE “stats_stores”."st… ^ : SELECT COUNT() FROM “stats_stores” WHERE “stats_stores”.“stats_store_object_id” = $1 AND “stats_stores”.“o_id” = $2 AND “stats_stores”.“key” = $3 AND (created_at > ‘2021-06-28 09:45:53.746869’ AND created_at < ‘2021-07-05 09:45:53.746952’)>
  • Failed to run scheduled job ‘Handle data privacy tasks.’. Cause: Failed to run DataPrivacyTaskJob.perform_now after 10 tries #<NameError: uninitialized constant #Class:0x00007fcef1ba5c58::DataPrivacyTaskJob>

Thank you!

We found that the cause was a half finished migration. Meaning there were two instances of Zammad running ast and compete for the emails.

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