Some Emails won't get recognized by zammad

  • Used Zammad version: 3.6
  • Used Zammad installation source: deb
  • Operating system: Ubuntu 18.04

Actual behavior:

Some EMails are not processed/recognized by zammad:

I, [2020-11-25T12:28:28.924689 #8173-47430152862100]  INFO -- : Scheduler running...
I, [2020-11-25T12:28:28.926923 #8173-47430152862100]  INFO -- : Running job thread for 'Process escalation tickets' (Ticket.process_escalation) status is: sleep
I, [2020-11-25T12:28:28.927013 #8173-47430152862100]  INFO -- : Running job thread for 'Import OTRS diff load' (Import::OTRS.diff_worker) status is: sleep
I, [2020-11-25T12:28:28.927044 #8173-47430152862100]  INFO -- : Running job thread for 'Check Channels' (Channel.fetch) status is: sleep
I, [2020-11-25T12:28:28.927070 #8173-47430152862100]  INFO -- : Running job thread for 'Check streams for Channel' (Channel.stream) status is: sleep
I, [2020-11-25T12:28:28.927094 #8173-47430152862100]  INFO -- : Running job thread for 'Generate Session data' (Sessions.jobs) status is: sleep
I, [2020-11-25T12:28:28.927166 #8173-47430152862100]  INFO -- : Running job thread for 'Execute jobs' (Job.run) status is: sleep
I, [2020-11-25T12:28:28.930366 #8173-47430236484340]  INFO -- : execute Stats.generate (try_count 0)...
I, [2020-11-25T12:28:30.573898 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 13fa0330-a66a-4da6-805a-6cb58d02491d) to DelayedJob(default) with arguments: "StatsStore", 1
I, [2020-11-25T12:28:30.576499 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: ab8a55e3-6104-4392-803d-60d88316814a) to DelayedJob(default) with arguments: "StatsStore", 1
I, [2020-11-25T12:28:30.589063 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: ab05ef83-255d-4c64-9b43-76e9458766c1) to DelayedJob(default) with arguments: "StatsStore", 11
I, [2020-11-25T12:28:30.591732 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: afeeb502-b6fb-42c8-a80e-aef03288ce36) to DelayedJob(default) with arguments: "StatsStore", 11
I, [2020-11-25T12:28:30.602874 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: d12a7f12-548f-4ea8-aa77-b436159d6b13) to DelayedJob(default) with arguments: "StatsStore", 72
I, [2020-11-25T12:28:30.605307 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 17cd65d1-1fc8-48eb-b414-73883862df24) to DelayedJob(default) with arguments: "StatsStore", 72
I, [2020-11-25T12:28:30.615646 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 1788acde-0209-4f2c-aa80-b43c9d7e7e9a) to DelayedJob(default) with arguments: "StatsStore", 3
I, [2020-11-25T12:28:30.617927 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 6fe0665d-9cd9-4b5a-92eb-f7c9616c4036) to DelayedJob(default) with arguments: "StatsStore", 3
I, [2020-11-25T12:28:30.628217 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 09508593-cefa-47ee-9be1-c4fc42893387) to DelayedJob(default) with arguments: "StatsStore", 4
I, [2020-11-25T12:28:30.630520 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 208a6bee-34e2-4991-8e3a-876d92d14f24) to DelayedJob(default) with arguments: "StatsStore", 4
I, [2020-11-25T12:28:30.920757 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:30+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [13fa0330-a66a-4da6-805a-6cb58d02491d] from DelayedJob(default) with arguments: ["StatsStore", 1] (id=24781) (queue=default) RUNNING
I, [2020-11-25T12:28:30.922964 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 8870a001-e05f-42bc-a1c2-223d037b0de4) to DelayedJob(default) with arguments: "StatsStore", 5
I, [2020-11-25T12:28:30.938186 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 67338d05-a04b-4ccf-a78e-f35c12370650) to DelayedJob(default) with arguments: "StatsStore", 5
I, [2020-11-25T12:28:30.938495 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 13fa0330-a66a-4da6-805a-6cb58d02491d) from DelayedJob(default) with arguments: "StatsStore", 1
I, [2020-11-25T12:28:30.952846 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 927d20eb-6bce-4520-a07a-5ee0486e2acc) to DelayedJob(default) with arguments: "StatsStore", 6
I, [2020-11-25T12:28:30.957118 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 8b304031-db9d-4b92-acad-4a049f9adb9f) to DelayedJob(default) with arguments: "StatsStore", 6
I, [2020-11-25T12:28:30.957562 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 13fa0330-a66a-4da6-805a-6cb58d02491d) from DelayedJob(default) in 18.89ms
I, [2020-11-25T12:28:30.962115 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:30+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [13fa0330-a66a-4da6-805a-6cb58d02491d] from DelayedJob(default) with arguments: ["StatsStore", 1] (id=24781) (queue=default) COMPLETED after 0.0402
I, [2020-11-25T12:28:30.964204 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:30+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [ab8a55e3-6104-4392-803d-60d88316814a] from DelayedJob(default) with arguments: ["StatsStore", 1] (id=24782) (queue=default) RUNNING
I, [2020-11-25T12:28:30.984599 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: ab8a55e3-6104-4392-803d-60d88316814a) from DelayedJob(default) with arguments: "StatsStore", 1
I, [2020-11-25T12:28:30.984860 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 07d736d5-607f-46f5-b6ac-e91fd10d842d) to DelayedJob(default) with arguments: "StatsStore", 7
I, [2020-11-25T12:28:30.988293 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 72482b0e-a7d9-4cb0-bd13-6a8e409b3f6b) to DelayedJob(default) with arguments: "StatsStore", 7
I, [2020-11-25T12:28:30.991535 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: ab8a55e3-6104-4392-803d-60d88316814a) from DelayedJob(default) in 6.85ms
I, [2020-11-25T12:28:30.998225 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:30+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [ab8a55e3-6104-4392-803d-60d88316814a] from DelayedJob(default) with arguments: ["StatsStore", 1] (id=24782) (queue=default) COMPLETED after 0.0335
I, [2020-11-25T12:28:31.001762 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [ab05ef83-255d-4c64-9b43-76e9458766c1] from DelayedJob(default) with arguments: ["StatsStore", 11] (id=24783) (queue=default) RUNNING
I, [2020-11-25T12:28:31.001897 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: f1e3bd39-db56-4d5a-a5cf-ea45434070c0) to DelayedJob(default) with arguments: "StatsStore", 53
I, [2020-11-25T12:28:31.005161 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 78529ec8-d9b7-4f9e-a52a-f5916a59edbd) to DelayedJob(default) with arguments: "StatsStore", 53
I, [2020-11-25T12:28:31.018953 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: ab05ef83-255d-4c64-9b43-76e9458766c1) from DelayedJob(default) with arguments: "StatsStore", 11
I, [2020-11-25T12:28:31.063303 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 75789c1d-2068-409c-95ec-c8c9c2abb099) to DelayedJob(default) with arguments: "StatsStore", 1235
I, [2020-11-25T12:28:31.066277 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 81c66505-4bf6-4b0f-9e25-df4f6b2de094) to DelayedJob(default) with arguments: "StatsStore", 1235
I, [2020-11-25T12:28:31.066411 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: ab05ef83-255d-4c64-9b43-76e9458766c1) from DelayedJob(default) in 47.39ms
I, [2020-11-25T12:28:31.071584 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [ab05ef83-255d-4c64-9b43-76e9458766c1] from DelayedJob(default) with arguments: ["StatsStore", 11] (id=24783) (queue=default) COMPLETED after 0.0696
I, [2020-11-25T12:28:31.079202 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [afeeb502-b6fb-42c8-a80e-aef03288ce36] from DelayedJob(default) with arguments: ["StatsStore", 11] (id=24784) (queue=default) RUNNING
I, [2020-11-25T12:28:31.082184 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: f7da8449-23b5-4f65-be12-8c1bc47b81e4) to DelayedJob(default) with arguments: "StatsStore", 1592
I, [2020-11-25T12:28:31.094463 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: afeeb502-b6fb-42c8-a80e-aef03288ce36) from DelayedJob(default) with arguments: "StatsStore", 11
I, [2020-11-25T12:28:31.096977 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 2f3ef227-9bcc-4850-9044-8abfcab2142f) to DelayedJob(default) with arguments: "StatsStore", 1592
I, [2020-11-25T12:28:31.107058 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: afeeb502-b6fb-42c8-a80e-aef03288ce36) from DelayedJob(default) in 12.0ms
I, [2020-11-25T12:28:31.108904 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: cff83177-1ccd-4e2f-8ad1-e2a7afc0f131) to DelayedJob(default) with arguments: "StatsStore", 1593
I, [2020-11-25T12:28:31.111426 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [afeeb502-b6fb-42c8-a80e-aef03288ce36] from DelayedJob(default) with arguments: ["StatsStore", 11] (id=24784) (queue=default) COMPLETED after 0.0321
I, [2020-11-25T12:28:31.112838 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 8bfda4ef-a4b5-4973-85e0-905a60b00114) to DelayedJob(default) with arguments: "StatsStore", 1593
I, [2020-11-25T12:28:31.113322 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [d12a7f12-548f-4ea8-aa77-b436159d6b13] from DelayedJob(default) with arguments: ["StatsStore", 72] (id=24785) (queue=default) RUNNING
I, [2020-11-25T12:28:31.128094 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: d12a7f12-548f-4ea8-aa77-b436159d6b13) from DelayedJob(default) with arguments: "StatsStore", 72
I, [2020-11-25T12:28:31.138400 #8173-47430236484340]  INFO -- : Enqueued SearchIndexJob (Job ID: 5e523dd9-7ce6-446f-9edd-25fe0ba96429) to DelayedJob(default) with arguments: "StatsStore", 1594
I, [2020-11-25T12:28:31.141743 #8173-47430236484340]  INFO -- : Enqueued SearchIndexAssociationsJob (Job ID: 32051258-4a75-472b-bd11-928e76b8425d) to DelayedJob(default) with arguments: "StatsStore", 1594
I, [2020-11-25T12:28:31.146660 #8173-47430236484340]  INFO -- : ended Stats.generate took: 2.219045037 seconds.
I, [2020-11-25T12:28:31.148905 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: d12a7f12-548f-4ea8-aa77-b436159d6b13) from DelayedJob(default) in 20.63ms
I, [2020-11-25T12:28:31.150702 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [d12a7f12-548f-4ea8-aa77-b436159d6b13] from DelayedJob(default) with arguments: ["StatsStore", 72] (id=24785) (queue=default) COMPLETED after 0.0359
I, [2020-11-25T12:28:31.152665 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [17cd65d1-1fc8-48eb-b414-73883862df24] from DelayedJob(default) with arguments: ["StatsStore", 72] (id=24786) (queue=default) RUNNING
I, [2020-11-25T12:28:31.165296 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 17cd65d1-1fc8-48eb-b414-73883862df24) from DelayedJob(default) with arguments: "StatsStore", 72
I, [2020-11-25T12:28:31.168127 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 17cd65d1-1fc8-48eb-b414-73883862df24) from DelayedJob(default) in 2.75ms
I, [2020-11-25T12:28:31.169246 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [17cd65d1-1fc8-48eb-b414-73883862df24] from DelayedJob(default) with arguments: ["StatsStore", 72] (id=24786) (queue=default) COMPLETED after 0.0165
I, [2020-11-25T12:28:31.171151 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [1788acde-0209-4f2c-aa80-b43c9d7e7e9a] from DelayedJob(default) with arguments: ["StatsStore", 3] (id=24787) (queue=default) RUNNING
I, [2020-11-25T12:28:31.214166 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 1788acde-0209-4f2c-aa80-b43c9d7e7e9a) from DelayedJob(default) with arguments: "StatsStore", 3
I, [2020-11-25T12:28:31.221681 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 1788acde-0209-4f2c-aa80-b43c9d7e7e9a) from DelayedJob(default) in 7.42ms
I, [2020-11-25T12:28:31.222819 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [1788acde-0209-4f2c-aa80-b43c9d7e7e9a] from DelayedJob(default) with arguments: ["StatsStore", 3] (id=24787) (queue=default) COMPLETED after 0.0516
I, [2020-11-25T12:28:31.224449 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [6fe0665d-9cd9-4b5a-92eb-f7c9616c4036] from DelayedJob(default) with arguments: ["StatsStore", 3] (id=24788) (queue=default) RUNNING
I, [2020-11-25T12:28:31.236731 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 6fe0665d-9cd9-4b5a-92eb-f7c9616c4036) from DelayedJob(default) with arguments: "StatsStore", 3
I, [2020-11-25T12:28:31.239489 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 6fe0665d-9cd9-4b5a-92eb-f7c9616c4036) from DelayedJob(default) in 2.69ms
I, [2020-11-25T12:28:31.240754 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [6fe0665d-9cd9-4b5a-92eb-f7c9616c4036] from DelayedJob(default) with arguments: ["StatsStore", 3] (id=24788) (queue=default) COMPLETED after 0.0162
I, [2020-11-25T12:28:31.242459 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [09508593-cefa-47ee-9be1-c4fc42893387] from DelayedJob(default) with arguments: ["StatsStore", 4] (id=24789) (queue=default) RUNNING
I, [2020-11-25T12:28:31.254420 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 09508593-cefa-47ee-9be1-c4fc42893387) from DelayedJob(default) with arguments: "StatsStore", 4
I, [2020-11-25T12:28:31.260804 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 09508593-cefa-47ee-9be1-c4fc42893387) from DelayedJob(default) in 6.32ms
I, [2020-11-25T12:28:31.262062 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [09508593-cefa-47ee-9be1-c4fc42893387] from DelayedJob(default) with arguments: ["StatsStore", 4] (id=24789) (queue=default) COMPLETED after 0.0195
I, [2020-11-25T12:28:31.263781 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [208a6bee-34e2-4991-8e3a-876d92d14f24] from DelayedJob(default) with arguments: ["StatsStore", 4] (id=24790) (queue=default) RUNNING
I, [2020-11-25T12:28:31.275696 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 208a6bee-34e2-4991-8e3a-876d92d14f24) from DelayedJob(default) with arguments: "StatsStore", 4
I, [2020-11-25T12:28:31.278776 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 208a6bee-34e2-4991-8e3a-876d92d14f24) from DelayedJob(default) in 3.01ms
I, [2020-11-25T12:28:31.279958 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [208a6bee-34e2-4991-8e3a-876d92d14f24] from DelayedJob(default) with arguments: ["StatsStore", 4] (id=24790) (queue=default) COMPLETED after 0.0161
I, [2020-11-25T12:28:31.281686 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [8870a001-e05f-42bc-a1c2-223d037b0de4] from DelayedJob(default) with arguments: ["StatsStore", 5] (id=24791) (queue=default) RUNNING
I, [2020-11-25T12:28:31.293655 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 8870a001-e05f-42bc-a1c2-223d037b0de4) from DelayedJob(default) with arguments: "StatsStore", 5
I, [2020-11-25T12:28:31.333434 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 8870a001-e05f-42bc-a1c2-223d037b0de4) from DelayedJob(default) in 39.7ms
I, [2020-11-25T12:28:31.334842 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [8870a001-e05f-42bc-a1c2-223d037b0de4] from DelayedJob(default) with arguments: ["StatsStore", 5] (id=24791) (queue=default) COMPLETED after 0.0531
I, [2020-11-25T12:28:31.337230 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [67338d05-a04b-4ccf-a78e-f35c12370650] from DelayedJob(default) with arguments: ["StatsStore", 5] (id=24792) (queue=default) RUNNING
I, [2020-11-25T12:28:31.350664 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 67338d05-a04b-4ccf-a78e-f35c12370650) from DelayedJob(default) with arguments: "StatsStore", 5
I, [2020-11-25T12:28:31.354025 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 67338d05-a04b-4ccf-a78e-f35c12370650) from DelayedJob(default) in 3.29ms
I, [2020-11-25T12:28:31.355678 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [67338d05-a04b-4ccf-a78e-f35c12370650] from DelayedJob(default) with arguments: ["StatsStore", 5] (id=24792) (queue=default) COMPLETED after 0.0184
I, [2020-11-25T12:28:31.357696 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [927d20eb-6bce-4520-a07a-5ee0486e2acc] from DelayedJob(default) with arguments: ["StatsStore", 6] (id=24793) (queue=default) RUNNING
I, [2020-11-25T12:28:31.370409 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 927d20eb-6bce-4520-a07a-5ee0486e2acc) from DelayedJob(default) with arguments: "StatsStore", 6
I, [2020-11-25T12:28:31.377176 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 927d20eb-6bce-4520-a07a-5ee0486e2acc) from DelayedJob(default) in 6.7ms
I, [2020-11-25T12:28:31.378348 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [927d20eb-6bce-4520-a07a-5ee0486e2acc] from DelayedJob(default) with arguments: ["StatsStore", 6] (id=24793) (queue=default) COMPLETED after 0.0206
I, [2020-11-25T12:28:31.379991 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [8b304031-db9d-4b92-acad-4a049f9adb9f] from DelayedJob(default) with arguments: ["StatsStore", 6] (id=24794) (queue=default) RUNNING
I, [2020-11-25T12:28:31.392388 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 8b304031-db9d-4b92-acad-4a049f9adb9f) from DelayedJob(default) with arguments: "StatsStore", 6
I, [2020-11-25T12:28:31.395225 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 8b304031-db9d-4b92-acad-4a049f9adb9f) from DelayedJob(default) in 2.75ms
I, [2020-11-25T12:28:31.396375 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [8b304031-db9d-4b92-acad-4a049f9adb9f] from DelayedJob(default) with arguments: ["StatsStore", 6] (id=24794) (queue=default) COMPLETED after 0.0163
I, [2020-11-25T12:28:31.398075 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [07d736d5-607f-46f5-b6ac-e91fd10d842d] from DelayedJob(default) with arguments: ["StatsStore", 7] (id=24795) (queue=default) RUNNING
I, [2020-11-25T12:28:31.410071 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 07d736d5-607f-46f5-b6ac-e91fd10d842d) from DelayedJob(default) with arguments: "StatsStore", 7
I, [2020-11-25T12:28:31.417077 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 07d736d5-607f-46f5-b6ac-e91fd10d842d) from DelayedJob(default) in 6.94ms
I, [2020-11-25T12:28:31.418296 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [07d736d5-607f-46f5-b6ac-e91fd10d842d] from DelayedJob(default) with arguments: ["StatsStore", 7] (id=24795) (queue=default) COMPLETED after 0.0202
I, [2020-11-25T12:28:31.420125 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [72482b0e-a7d9-4cb0-bd13-6a8e409b3f6b] from DelayedJob(default) with arguments: ["StatsStore", 7] (id=24796) (queue=default) RUNNING
I, [2020-11-25T12:28:31.464442 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 72482b0e-a7d9-4cb0-bd13-6a8e409b3f6b) from DelayedJob(default) with arguments: "StatsStore", 7
I, [2020-11-25T12:28:31.468026 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 72482b0e-a7d9-4cb0-bd13-6a8e409b3f6b) from DelayedJob(default) in 3.5ms
I, [2020-11-25T12:28:31.469428 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [72482b0e-a7d9-4cb0-bd13-6a8e409b3f6b] from DelayedJob(default) with arguments: ["StatsStore", 7] (id=24796) (queue=default) COMPLETED after 0.0492
I, [2020-11-25T12:28:31.471127 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [f1e3bd39-db56-4d5a-a5cf-ea45434070c0] from DelayedJob(default) with arguments: ["StatsStore", 53] (id=24797) (queue=default) RUNNING
I, [2020-11-25T12:28:31.483956 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: f1e3bd39-db56-4d5a-a5cf-ea45434070c0) from DelayedJob(default) with arguments: "StatsStore", 53
I, [2020-11-25T12:28:31.490966 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: f1e3bd39-db56-4d5a-a5cf-ea45434070c0) from DelayedJob(default) in 6.94ms
I, [2020-11-25T12:28:31.492151 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [f1e3bd39-db56-4d5a-a5cf-ea45434070c0] from DelayedJob(default) with arguments: ["StatsStore", 53] (id=24797) (queue=default) COMPLETED after 0.0210
I, [2020-11-25T12:28:31.493902 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [78529ec8-d9b7-4f9e-a52a-f5916a59edbd] from DelayedJob(default) with arguments: ["StatsStore", 53] (id=24798) (queue=default) RUNNING
I, [2020-11-25T12:28:31.507286 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 78529ec8-d9b7-4f9e-a52a-f5916a59edbd) from DelayedJob(default) with arguments: "StatsStore", 53
I, [2020-11-25T12:28:31.510683 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 78529ec8-d9b7-4f9e-a52a-f5916a59edbd) from DelayedJob(default) in 3.32ms
I, [2020-11-25T12:28:31.511968 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [78529ec8-d9b7-4f9e-a52a-f5916a59edbd] from DelayedJob(default) with arguments: ["StatsStore", 53] (id=24798) (queue=default) COMPLETED after 0.0180
I, [2020-11-25T12:28:31.513699 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [75789c1d-2068-409c-95ec-c8c9c2abb099] from DelayedJob(default) with arguments: ["StatsStore", 1235] (id=24799) (queue=default) RUNNING
I, [2020-11-25T12:28:31.525681 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 75789c1d-2068-409c-95ec-c8c9c2abb099) from DelayedJob(default) with arguments: "StatsStore", 1235
I, [2020-11-25T12:28:31.532087 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 75789c1d-2068-409c-95ec-c8c9c2abb099) from DelayedJob(default) in 6.34ms
I, [2020-11-25T12:28:31.533434 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [75789c1d-2068-409c-95ec-c8c9c2abb099] from DelayedJob(default) with arguments: ["StatsStore", 1235] (id=24799) (queue=default) COMPLETED after 0.0197
I, [2020-11-25T12:28:31.535155 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [81c66505-4bf6-4b0f-9e25-df4f6b2de094] from DelayedJob(default) with arguments: ["StatsStore", 1235] (id=24800) (queue=default) RUNNING
I, [2020-11-25T12:28:31.546965 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 81c66505-4bf6-4b0f-9e25-df4f6b2de094) from DelayedJob(default) with arguments: "StatsStore", 1235
I, [2020-11-25T12:28:31.549653 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 81c66505-4bf6-4b0f-9e25-df4f6b2de094) from DelayedJob(default) in 2.63ms
I, [2020-11-25T12:28:31.550734 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [81c66505-4bf6-4b0f-9e25-df4f6b2de094] from DelayedJob(default) with arguments: ["StatsStore", 1235] (id=24800) (queue=default) COMPLETED after 0.0155
I, [2020-11-25T12:28:31.552612 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [f7da8449-23b5-4f65-be12-8c1bc47b81e4] from DelayedJob(default) with arguments: ["StatsStore", 1592] (id=24801) (queue=default) RUNNING
I, [2020-11-25T12:28:31.594925 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: f7da8449-23b5-4f65-be12-8c1bc47b81e4) from DelayedJob(default) with arguments: "StatsStore", 1592
I, [2020-11-25T12:28:31.601961 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: f7da8449-23b5-4f65-be12-8c1bc47b81e4) from DelayedJob(default) in 6.96ms
I, [2020-11-25T12:28:31.603347 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [f7da8449-23b5-4f65-be12-8c1bc47b81e4] from DelayedJob(default) with arguments: ["StatsStore", 1592] (id=24801) (queue=default) COMPLETED after 0.0507
I, [2020-11-25T12:28:31.605018 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [2f3ef227-9bcc-4850-9044-8abfcab2142f] from DelayedJob(default) with arguments: ["StatsStore", 1592] (id=24802) (queue=default) RUNNING
I, [2020-11-25T12:28:31.617430 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 2f3ef227-9bcc-4850-9044-8abfcab2142f) from DelayedJob(default) with arguments: "StatsStore", 1592
I, [2020-11-25T12:28:31.621272 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 2f3ef227-9bcc-4850-9044-8abfcab2142f) from DelayedJob(default) in 3.74ms
I, [2020-11-25T12:28:31.622666 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [2f3ef227-9bcc-4850-9044-8abfcab2142f] from DelayedJob(default) with arguments: ["StatsStore", 1592] (id=24802) (queue=default) COMPLETED after 0.0176
I, [2020-11-25T12:28:31.624463 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [cff83177-1ccd-4e2f-8ad1-e2a7afc0f131] from DelayedJob(default) with arguments: ["StatsStore", 1593] (id=24803) (queue=default) RUNNING
I, [2020-11-25T12:28:31.642766 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: cff83177-1ccd-4e2f-8ad1-e2a7afc0f131) from DelayedJob(default) with arguments: "StatsStore", 1593
I, [2020-11-25T12:28:31.654019 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: cff83177-1ccd-4e2f-8ad1-e2a7afc0f131) from DelayedJob(default) in 11.15ms
I, [2020-11-25T12:28:31.655579 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [cff83177-1ccd-4e2f-8ad1-e2a7afc0f131] from DelayedJob(default) with arguments: ["StatsStore", 1593] (id=24803) (queue=default) COMPLETED after 0.0310
I, [2020-11-25T12:28:31.657718 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [8bfda4ef-a4b5-4973-85e0-905a60b00114] from DelayedJob(default) with arguments: ["StatsStore", 1593] (id=24804) (queue=default) RUNNING
I, [2020-11-25T12:28:31.671231 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 8bfda4ef-a4b5-4973-85e0-905a60b00114) from DelayedJob(default) with arguments: "StatsStore", 1593
I, [2020-11-25T12:28:31.674089 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 8bfda4ef-a4b5-4973-85e0-905a60b00114) from DelayedJob(default) in 2.79ms
I, [2020-11-25T12:28:31.675262 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [8bfda4ef-a4b5-4973-85e0-905a60b00114] from DelayedJob(default) with arguments: ["StatsStore", 1593] (id=24804) (queue=default) COMPLETED after 0.0175
I, [2020-11-25T12:28:31.677097 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [5e523dd9-7ce6-446f-9edd-25fe0ba96429] from DelayedJob(default) with arguments: ["StatsStore", 1594] (id=24805) (queue=default) RUNNING
I, [2020-11-25T12:28:31.689037 #8173-47430224299520]  INFO -- : Performing SearchIndexJob (Job ID: 5e523dd9-7ce6-446f-9edd-25fe0ba96429) from DelayedJob(default) with arguments: "StatsStore", 1594
I, [2020-11-25T12:28:31.726909 #8173-47430224299520]  INFO -- : Performed SearchIndexJob (Job ID: 5e523dd9-7ce6-446f-9edd-25fe0ba96429) from DelayedJob(default) in 37.8ms
I, [2020-11-25T12:28:31.728205 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexJob [5e523dd9-7ce6-446f-9edd-25fe0ba96429] from DelayedJob(default) with arguments: ["StatsStore", 1594] (id=24805) (queue=default) COMPLETED after 0.0510
> I, [2020-11-25T12:28:31.730008 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [32051258-4a75-472b-bd11-928e76b8425d] from DelayedJob(default) with arguments: ["StatsStore", 1594] (id=24806) (queue=default) RUNNING
> I, [2020-11-25T12:28:31.744748 #8173-47430224299520]  INFO -- : Performing SearchIndexAssociationsJob (Job ID: 32051258-4a75-472b-bd11-928e76b8425d) from DelayedJob(default) with arguments: "StatsStore", 1594
> I, [2020-11-25T12:28:31.747608 #8173-47430224299520]  INFO -- : Performed SearchIndexAssociationsJob (Job ID: 32051258-4a75-472b-bd11-928e76b8425d) from DelayedJob(default) in 2.78ms
> I, [2020-11-25T12:28:31.748691 #8173-47430224299520]  INFO -- : 2020-11-25T12:28:31+0100: [Worker(host:XX-XXXXXXXXXXX.de pid:8173)] Job SearchIndexAssociationsJob [32051258-4a75-472b-bd11-928e76b8425d] from DelayedJob(default) with arguments: ["StatsStore", 1594] (id=24806) (queue=default) COMPLETED after 0.0186
> I, [2020-11-25T12:28:38.170053 #8173-47430247786020]  INFO -- : execute Import::OTRS.diff_worker (try_count 0)...
> I, [2020-11-25T12:28:38.170205 #8173-47430247786020]  INFO -- : ended Import::OTRS.diff_worker took: 0.002974809 seconds.
> I, [2020-11-25T12:28:49.251433 #8173-47430228941200]  INFO -- : execute Job.run (try_count 0)...
> I, [2020-11-25T12:28:49.264068 #8173-47430228941200]  INFO -- : ended Job.run took: 0.015797339 seconds.
> I, [2020-11-25T12:28:50.437455 #8173-47430218350280]  INFO -- : execute Channel.fetch (try_count 0)...
> I, [2020-11-25T12:28:50.443985 #8173-47430218350280]  INFO -- : fetching imap (outlook.office365.com/zammad@XX-XXXXXXXXXXX.de port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true,auth_type=XOAUTH2)
> I, [2020-11-25T12:28:51.242782 #8173-47430218350280]  INFO -- :  - no message
> I, [2020-11-25T12:28:51.242834 #8173-47430218350280]  INFO -- : done

I can’t find anything inside Zammad or the db about the ticket but the customer receives an auto reply from Zammad.

Anybody an idea what might be wrong?

hi @oschmidt

can you paste here the revant parts of the /var/log/mail (/var/log/maillog?) logs from both your Zammad server and your email server?

Regards,
Martin

If your customer received a mail from Zammad (received your ticket) and you can’t find it there can be two reasons:

  • ensure your searchindex is up and running, if needed reindex to be extra sure
  • ensure that you have the required access to the ticket in question

It’s possible that the ticket lives in a group you may not view.

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