Better managment of email fetching in case of errors

[PeopleInside]

Issue Description

Often in UVdesk new install can happen ticket email are processed, marked as read or deleted without a ticket creation or a reply added to the ticket.

This issue, in my experience, usually happen if:

• The domain that can be set wrong as explained here: How to Setup Mailbox : UVdesk Open Source Helpdesk
  

Note: Now, need to edit few changes in code, navigate through config->packages->uvdesk.yaml and find site_url, enter the localhost or domain path till public, make sure you have removed http://

For example: localhost/folder_name/public

• Email settings in the UI of UVdesk that can be not showed correctly if cache as not been cleared. If the support email showed has localhost domain this need a fix by setting up settings correctly than clear cache using SSH: php bin/console c:c

• If email are saved in UI settings with wrong credentials or wrong settings

But yesterday I try to assist a user that has the helpdesk working some day before than the system stopped to work and ticket was no more converted. After 2 hours we where unable to fix and to understand the issue.

When the cron command is lunched on SSH and email are processed without open a ticket or add a reply, there is no info why an error occurred so is very hard understand where the issue is if you made unsuccessfully all checks mentioned before.

I'm asking also if email that are processed but without open a ticket or add a reply should be marked as read or deleted.
This will cause message to me loosed: no one will know about this error if is not a test situation where admin check the email ticket creation process.

Expected result

1. Have more logs in SSH when fetching email command is lunched to understand why ticket has been not created or reply not added
2. Maybe log the error in the UVdesk UI and show in some way with a banner, a notification to admins to alert about ticket email creation issues
3. Don't mark email as read or don't delete an email if a ticket has not been created. Maybe email should be marked as read or deleted only if is added to the spam exclusion so means that email are identified as spam and should be not processed with a ticket.

Actual result

Actually if the system process an email and not create any ticket, no error are showed to admins in UI also no error is showed in the cron SSH results. Email are deleted or marked as read as when a ticket or a reply is successfully created.

For more info see ticket #26666

This issue is to let you think if you can improve this, if not you can close.

[papnoisanjeev]

@PeopleInside

Sometime if everything is OK but still ticket is not creating so it can be the issue of URL.

Means creating a ticket we actually forward a request to a URL using CURL pass that row content of email and it get converted into ticket, if by some way this URL blocking then ticket will not convert you need to whitelist that URL first.

We are attaching two screenshot add a dump in controller and directly hit a URL from postman.
If it will print then flow is ok otherwise you need to check if this URL is blocking on your end due to any security.

Do the same as we have done in screenshots.

In your case:
Request URl will be from postman: Your_Host/mailbox/listener or Your_Host/public/mailbox/listener

Thanks,

[PeopleInside]

Hi @papnoisanjeev,
thanks for the answer.

Sometime if everything is OK but still ticket is not creating so it can be the issue of URL.

If the helpdesk is loaded from address helpdesk.domain.ext and in the config->packages->uvdesk.yaml the domain set is helpdesk.domain.ext how can be the URL the issue?

What user should do?

A question: the user that was facing issue was running the help desk under self signed certificate so for open in the browser the help desk web UI I need add exception in the browser. This can be the cause of the issue or not?

The strange things is that help desk was working before, I don't know if they added a self signed cert after or what broke the system.

Thanks for the screenshot but I don't understand.
What are you suggesting? add a string in a particular file?

Maybe a guide with steps to follow for diagnosis can be useful to me but also to users that can facing the same issue.

And also is good mark an email that has been processed without open a ticket or add a reply as read or delete an email without any alert? Mail that has not been processed for an open ticket or a reply and is not spam should keep unread and not deleted.

[papnoisanjeev]

@PeopleInside

Thanks for the screenshot but I don't understand.
What are you suggesting? add a string in a particular file?

The above process is for checking if we are able to hit that processing URL it may be block for site if any security is enabled for protecting URL.

Someone who is facing this issue even after corrected the site_url.

your_host/public/mailbox/listener you need to check this URL as well if you are able to hit this or not using a postman request as shown above.

All request process using this URL internally so if this URL for any user blocking due to any security reason then user need to whitelist this URL first for their site.

[PeopleInside]

@papnoisanjeev I don't know what postman is and how check postman request.
May can help know steps to do like:

1. edit the file at line adding ...
2. open browser console or do this steps for check with postman

I don't know if the user that facing this issue has a firewall that is able to block the URL, seems strange to me the URL can be blocked but I take your suggestion. I may suggest to the user to be sure that URL is not denied.

I'm asking if the issue can be caused by a not valid certificate or also a self-signed certificate that need add an exception to be seen.

In any case for today I never heard the user again, if I will hear the user again and if the user still wanna try I can try to help if I have some steps to follow.. considering I'm not a programmer and for me all works on Apache and PHP.

Should I close this issue and consider that is good email are marked read and deleted even if ticket or reply is not created?

Should be fine if no error in UI alert admins of issues with processed email?

If users encounter issues while setup UVdesk, if there is no easy solution they can decide to not use UVdesk so provide a solution, easy, for this cases, should be considered. Actually no error is showed to the user, email are flagged as read or deleted without the ticket is created. admin will never know this has happen until someone never report it.. f they are not in the installing, test phase.

If nothing can be changed or improved this issue can be closed.

If something can be improved maybe is good to keep this open.

[PeopleInside]

As you can see another user is reporting the same issue who we are talking here.
See the UVdesk forum: https://forums.uvdesk.com/topic/2006/not-create-the-ticket-from-email

It's a common issue and if this can be not improved will maybe let user decide to leave UVdesk.

[papnoisanjeev]

@PeopleInside

We have added errors in case site_url not correct or Ticket process URl is blocking (403 error) due to any security enabled on site or any other reason due to tickets not converting.

So user can correcting the error during ticket conversion and make it working.
It will reflect in next release of project.

[PeopleInside]

Great so we can close this issue?
How it works will be explained once will be released?

I need know how will work.

[papnoisanjeev]

@PeopleInside

Great so we can close this issue?

Yes, still you can open it if does't work well.

You will able to see error on terminal when you will run mailbox refresh command if any.