Single mail not being fetched


  • Used Zammad version: 3.0
  • Used Zammad installation source: docker
  • Operating system: Ubuntu 18.04
  • Browser + version: any

Expected behavior:

  • All mails being fetched

Actual behavior:

  • We found one email in the mailbox not being downloaded

Unfortunately we didn’t notice the mail until the customer called. Now the message is left unread on the server, and it’s not being downloaded. How can I have it fetched?


check the output, Zammad will tell you the issue.
You can also find the issue in the log.

Quick guess: The mail is too big.

Indeed that is. I found this in the Email channel page:

This can be problematic… Isn’t it better to trigger a notification for such errors? I mean, this is a missed ticket. Ok the user didn’t receive a confirmation email, but this can be disabled in certain environments.

I haven’t found an open issue for this, shall I open one? Thanks

This isn’t an open issue, as this has been adressed already (internally) and will be coming with Zammad 3.2. This is the issue you’re looking for:

Upgraded instances will stick to not send any mail, but will put up a information within the monitoring. You can, at any point, change this to a postmaster notification that informs the user about the issue. Again, soonish available with Zammad 3.2

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