Zammad stops sending emails and does not add new tickets to the search

[eduvieira]

Infos:

• Used Zammad version: 5.3.0
• Used Zammad installation type: package
• Operating system: Ubuntu 20.04.5 LTS
• Browser + version: Chrome 108.0.5359.99

Expected behavior:

Emails are sent to customers instantly, and new tickets are instantly added to the search.

Actual behavior:

Zammad at a certain point stops sending emails, when checking the settings everything is ok, there is no blocking of the email server (I am using socketlabs), however, as soon as I restart zammad, all emails that were stopped are sent.

Something similar is also happening with the search for tickets, new tickets are not automatically included in the search, they only appear when I execute the command to rebuild the elasticsearch index.

Steps to reproduce the behavior:

Send an email or update a ticket and wait for notification.

Add a new ticket and search for it.

[MrGeneration]

That smells like scheduler issues like a lot.
You may want to have alook into the Monitoring menu ( Monitoring — Zammad documentation ) which would hint to existing issues at that exact moment. You generally would want to monitor that endpoint automatically.

Apart from that check your log files, especially production.log and scheduler_err.log within /var/log/zammad. This is definitely not a normal behavior.

While you’re at that, ensure that your system does fit the dependencies: Software — Zammad documentation and that your host’s hardware is sufficient: Hardware — Zammad documentation