Several tickets is created for the same e-mail (which doesn't get deleted)

Hi forum.

A customer (8.4 R08) is having problems with a mailbox in Service. The emails on the mail-server doesn't get deleted, which results in several tickets in Service is created for the same mail.

I've tried to stop ejScheudler amd run importMail.exe with -maxdebug. But the log doesn't give any hints on what the problem is. Log-snippet below is from one of the mails, that doesn't get deleted.

I've checked script 91 - no problems. I've checked filter 106 - it doesn't do anything.

The log says it deletes the mail, but the mails isn't deleted from the mail server.

The customer has 27 mailboxes, where the 26 works. But for some reason last Friday annoncering@jfmedier.dk stopped deleting files.

 

Do you have any suggestion to what the problem could be?

 

Reading mail file...
Processing mail...
->processMail()
Subject: pdf
To: annoncering <annoncering@jfmedier.dk>
From: Claus Gasberg Jensen <clgaj@jfmedier.dk>
->importMessage()
->importMessage()
Saving in body. mimeType: text, subtype: html, mailMessage->body.getLength(): 0, message->body.getLength(): 4572
->addMessageBody()
<-addMessageBody()
<-importMessage()
->importMessage()
Saving as attachment. mimeType: image, subtype: jpeg, mailMessage->body.getLength(): 200, message->body.getLength(): 14402
->importAttachment()
<-importAttachment()
<-importMessage()
<-importMessage()
->handleBounces()
<-handleBounces()
->analyzeMessage()
Looking for tag in subject: pdf
<-analyzeMessage()
->checkMailSorter()
->scanEmail()
filter id:178
filter id:179
filter id:191
filter id:130
filter id:170
filter id:110
filter id:118
filter id:96
filter id:97
filter id:98
filter id:104
filter id:106
scan found
<-scanEmail()
customerEmail: clgaj@jfmedier.dk customerName: Claus Gasberg Jensen 
Trying to find customer: clgaj@jfmedier.dk
Action object found: 106: Nord team
<-checkMailSorter()
->populateFaq()
<-populateFaq()
->storeMessage()
Create new ticket.
[43260] [(System)            ] [importMail.e] 2021-05-26 07:59:17.521 [91.133] [1.378]: TryCatchStatement: GeneralException (ejScript function getCgiVariable() called without an EJWebApp instance!) in :-1
Ticket id: 228390
->deleteMail()
<-deleteMail()
<-storeMessage()
Running ejScript with id: 91
->notifyCustomer()
Sending autoreply
<-notifyCustomer()
->notifyOwner()
<-notifyOwner()
<-processMail()

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

Hi,

I see that you have these error message:

Create new ticket.
[43260] [(System)            ] [importMail.e] 2021-05-26 07:59:17.521 [91.133] [1.378]: TryCatchStatement: GeneralException (ejScript function getCgiVariable() called without an EJWebApp instance!) in :-1

Not sure exactly what code you have in your filter script?

By: Michel Krohn-Dale 26 May 2021

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

Hi Michel.

Its a trigger script that complained. I put it in a try-catch statement. This script is from April 2020, so I don't think it has anything to do with it.

I've tested further, where I disabled all triggers and scripts, and the same behavior is still present. 

By: Kasper Rosenlund 26 May 2021

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

Hi,

It still displays this message even if you disabled scripts/triggers?

By: Michel Krohn-Dale 26 May 2021

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

Hi Michel. No the message is gone in the log. But the mails on the mail-server is still not deleted :).

By: Kasper Rosenlund 26 May 2021

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

If a ticket keeps getting created over and over again, it could be an issue with the reply template used. If the parser code isn't valid (f.instance an IF missing an ENDIF), then this could happen. Try to temporarily switch to another automatic reply template.

If the e-mails are not deleted from the mailserver, I would check it the problem is one mail in particular, by moving all e-mail into a subfolder, and see if that fixes it. If so, then there are scenarios where e-mails with bogus Message-ID's could cause this to happen.

By: Frode Lillerud 26 May 2021

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

Hi Frode.

I've tested most of what you're suggesting, but unfortunately still without luck.

I've tested the following on annoncering@.

1) Creating a subfolder 'Test' at the Outlook-mailbox, and changed the SO Mailbox to look at this folder instead of the default 'inbox'. Ticket was still created, but the mails wasn't deleted.

2) Changed the mail-adresse in the same SO Mailbox to annoncering1@ (a temporarely created Outlook-mailbox). This works as intended for mails send to this mailbox, even though the reply-template is the same.

3) Changed reply-template, and even disabled auto-reply. Didn't work.

4) Made sure that it didn't land in any filters. Didn't work.

5) Disabled all triggers for new ticket/message. Didn't work.

 

Everything look like something is wrong on the Outlook-mailbox. I've asked the customer to create a new mailbox (or use the temporarely created one). At least this works until (or if) I find what is wrong.

 

By: Kasper Rosenlund 26 May 2021

RE: Several tickets is created for the same e-mail (which doesn't get deleted)

Hi!

It sounds like it is something wrong with the account or the inbox as such.
Can you delete mails from the inbox when logged in using the account for SuperOffice? (OWA or Outlook)
Sounds like a good suggestion ta make the custoner create a new inbox.

By: Göran Falkman 27 May 2021