Tickets from mail are created with delay

Technical assistance
1

Infos:

  • Used Zammad version: 5.3.1-1672729756.0ece9889.centos8
  • Used Zammad installation type: (source, package, docker-compose, …) package zammad.x86_64
  • Operating system: AlmaLinux release 8.7 (Stone Smilodon)
  • Browser + version: same behavior for several browsers

Expected behavior:

  • new ticket or ticket update (article) is created from mail sent to address assign to respective group

Actual behavior:

  • massive delay of creation and update of +1h

Steps to reproduce the behavior:

  • sent mail to respective group address from any mail account

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if you could provide trouble shooting steps on Zammad end that would help a lot

2

it actually turns out that mail server had performance issues
nevertheless hints concerning trouble shooting Zammad ticket creation from mail would be still appreciated

3
  • Check the timestamps in the raw email headers to see where the delay was likely caused
  • Check your Zammad production.log if messages are being retrieved from your mailserver regularly
  • Check the Zammad monitoring screen if there are issues with the job workers or scheduled actions
  • Get a message ID from one of the delayed tickets and search your mailserver logs for the conversation
  • Check if outbound email is delayed as well (when using the same mailserver/relay)
4

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