Unprocessed emails

Technical assistance
1

Zammad version 6.5.2-1765190579.a7d8c86c.bookworm
Debian GNU/Linux 13 (trixie)

Can someone help me with this error?
The emails aren’t generating tickets; I’m getting the following message:
“#<NameError: uninitialized constant Channel::Filter::IdentifySessionUser>
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/activesupport-7.2.2.2/lib/active_support/inflector/methods.rb:290:in constantize' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/activesupport-7.2.2.2/lib/active_support/core_ext/string/inflections.rb:74:in constantize’
/opt/zammad/app/models/channel/email_parser.rb:172:in block in _process' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/delegation.rb:98:in each’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/delegation.rb:98:in each' /opt/zammad/app/models/channel/email_parser.rb:171:in _process’
/opt/zammad/app/models/channel/email_parser.rb:152:in block in process_with_timeout' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/timeout-0.4.3/lib/timeout.rb:185:in block in timeout’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/timeout-0.4.3/lib/timeout.rb:38:in handle_timeout' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/timeout-0.4.3/lib/timeout.rb:194:in timeout’
/opt/zammad/app/models/channel/email_parser.rb:151:in process_with_timeout' /opt/zammad/app/models/failed_email.rb:5:in reprocess’
/opt/zammad/app/models/failed_email.rb:54:in block in reprocess_all' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches/batch_enumerator.rb:56:in each’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches/batch_enumerator.rb:56:in block in each_record' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches.rb:402:in block in batch_on_unloaded_relation’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches.rb:378:in loop' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches.rb:378:in batch_on_unloaded_relation’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches.rb:269:in in_batches' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches/batch_enumerator.rb:55:in each’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/activerecord-7.2.2.2/lib/active_record/relation/batches/batch_enumerator.rb:55:in each_record' /opt/zammad/app/models/failed_email.rb:54:in each’
/opt/zammad/app/models/failed_email.rb:54:in select' /opt/zammad/app/models/failed_email.rb:54:in reprocess_all’
/opt/zammad/lib/tasks/zammad/email_parser/failed_email/reprocess.rake:9:in block (4 levels) in <main>' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:281:in block in execute’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:281:in each' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:281:in execute’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:219:in block in invoke_with_call_chain' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:199:in synchronize’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:199:in invoke_with_call_chain' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/task.rb:188:in invoke’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:188:in invoke_task' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:138:in block (2 levels) in top_level’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:138:in each' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:138:in block in top_level’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:147:in run_with_threads' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:132:in top_level’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:83:in block in run' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:214:in standard_exception_handling’
/opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/lib/rake/application.rb:80:in run' /opt/zammad/vendor/bundle/ruby/3.2.0/gems/rake-13.2.1/exe/rake:27:in <top (required)>’
/opt/zammad/vendor/bundle/ruby/3.2.0/bin/rake:25:in load' /opt/zammad/vendor/bundle/ruby/3.2.0/bin/rake:25:in <top (required)>’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/cli/exec.rb:58:in load' /opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/cli/exec.rb:58:in kernel_load’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/cli/exec.rb:23:in run' /opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/cli.rb:492:in exec’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/vendor/thor/lib/thor/command.rb:27:in run' /opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/vendor/thor/lib/thor/invocation.rb:127:in invoke_command’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/vendor/thor/lib/thor.rb:392:in dispatch' /opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/cli.rb:34:in dispatch’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/vendor/thor/lib/thor/base.rb:485:in start' /opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/cli.rb:28:in start’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/gems/3.2.0/gems/bundler-2.4.19/libexec/bundle:37:in block in <top (required)>' /opt/zammad/vendor/ruby-3.2.8/lib/ruby/3.2.0/bundler/friendly_errors.rb:117:in with_friendly_errors’
/opt/zammad/vendor/ruby-3.2.8/lib/ruby/gems/3.2.0/gems/bundler-2.4.19/libexec/bundle:29:in <top (required)>' /opt/zammad/bin/bundle:121:in load’
/opt/zammad/bin/bundle:121:in `'”

As a result, I have 173 unprocessed emails.
However, some emails are processed.
By exporting the unprocessed emails, I can open the EML files with Thunderbird without any problems.
If I export the email opened by Thunderbird and try to import it into Zammad via the CLI, I get the same error.

Best regards,
Adélio

2

Well what did you do so that the issue appeared?

Apart from the backup and restore part, sounds like this exact issue database wise:

3

I performed a blind update of the Debian system.

The Debian update installed everything to the latest version, so nothing worked anymore.

Then I had to downgrade Zammad and Elasticsearch to earlier versions and then upgrade again to version 6.5, following the documentation: Updating Zammad — Zammad System Documentation documentation, but I think the problem was already there.

What I’m currently trying to do is preserve the ticket history and enable the receipt of emails (Office 365) as new tickets.

I’m looking at the link you sent me; it might be a solution.

4

[1] pry(main)> Setting.where(area: ‘Postmaster::PreFilter’).pluck(:name)
=> [“0007_postmaster_filter_follow_up_check”,
“5100_postmaster_filter_nagios”,
“0008_postmaster_filter_follow_up_merged”,
“5300_postmaster_filter_monit”,
“0006_postmaster_filter_auto_response_check”,
“0011_postmaster_sender_based_on_reply_to”,
“0018_postmaster_import_archive”,
“0030_postmaster_filter_out_of_office_check”,
“0200_postmaster_filter_follow_up_possible_check”,
“1000_postmaster_filter_database_check”,
“5000_postmaster_filter_icinga”,
“0000_postmaster_filter_trusted”,
“0009_postmaster_filter_follow_up_assignment”,
“5400_postmaster_filter_jira_check”,
“0014_postmaster_filter_own_notification_loop_detection”,
“0950_postmaster_filter_bounce_delivery_permanent_failed”,
“0955_postmaster_filter_bounce_delivery_temporary_failed”,
“0900_postmaster_filter_bounce_follow_up_check”,
“5400_postmaster_filter_service_now_check”,
“5500_postmaster_internal_article_check”,
“5200_postmaster_filter_check_mk”,
“6500_postmaster_filter_identify_sender”,
“0015_postmaster_filter_identify_session_user”,
“6005_postmaster_filter_identify_group”,
“6105_postmaster_filter_sender_is_system_address”,
“0001_postmaster_filter_secure_mailing”]
[2] pry(main)>

5

Postinstall not resolve the problème.

6

Can you tell me how to check these two entries and possibly delete them if they are incorrect?
“0015_postmaster_filter_identify_session_user”,
“6005_postmaster_filter_identify_group”,
I think that’s where my problem lies.

7

Apart from you using Debian 13 (which there is no package for Zammad yet).
You said you downgraded packages. So if you were on a develop version before and went to stable, then you practically bricked your installation. Downgrading is not supported.

I also won’t tell you how to drop these filters, because as the migration was run already, it would not be run a second time by default and thus bring you in bricked state. If you were on devleop before, go back to it and wait for the 7.0 release and go to stable at that point.

8

Hello,
I thank you for your efforts and I intend to proceed with the developer version, hoping that I don’t encounter any further inconsistencies following previous releases.