Important: If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.
Used Zammad version: 2.4.0
Used Zammad installation source: (source, package, …)
Operating system: Ubuntu OS
Browser + version: Safari 11.1.11
Expected behavior:
e-mails from IMAP are added to the system.
Actual behavior:
No IMAP e-mails are processed, however, in Activity feed, I can see Customers being created out of those incoming e-mails. In Monitoring, I can see Current status: unprocessable mails: 1
The question is, how do I repair Zammad to be able to process e-mails again. Do I need to delete all e-mails from IMAP and restart the server or does it get more complicated?
I’ve had a few unprocessable emails, but it hasn’t stopped other emails from being downloaded.
I guess you’ve set zammad to not delete emails from the inbox?
You’ll find the unprocessable email in /opt/zammad/tmp/unprocessable_mail/
(I’m not sure about the ‘/opt/zammad’ part for your system, but the ‘tmp/unprocessable_mail/’ is right.
Maybe move it out of that directory and find that email in your imap inbox and move it out of the inbox into a folder?
You can bounce broken E-Mails to “force” a new fetch to zammad - especially in your case that should work.
If you do not want to do that, you can use the content of the E-Mail under /opt/zammad/var/spool/unprocessable_mail/
to add the E-Mails content to a manual ticket.
That’s how I’ve done it with 1 Ticket.
Edit: After that you can delete the E-Mail from the zammad tmp-directory without any danger.
Edit2: Prior Zammad 6.0 those Emails where located within /opt/zammad/tmp/unprocessable_mail/