Email -> Ticket Issue

tgifol

So we recieved a ticket this morning….

Not really sure how to put this but we have 118 unnasigned tickets from 1 email.

Help?

johnny

wow, that is strange, let me look into this further Thanks for reporting

johnny

I want to get more details from you regarding this.

For one it seems like it keep replicating every minute and that is when cron ticket parser .php runs.

Did the email ever get moved to ITFlow folder or did it stay in your Inbox?

tgifol

It does get moved into the folder. I disabled the ticket parser for now until we figure out whats going on but I just updated about a weeks worth of git pulls. Unless something new was changed Im not too sure what it could be as we havent changed any internal configurations since the last time you and I had gone through some other troubleshooting steps.

johnny

I'm really curious, Im wondering if its something regarding the email content itself.

We did do some update to the ticket cron in the last few days, so maybe we may have fixed something by mistake.

We would like to inspect the email that caused this and if you have any screenshots of the incident. I understand these things can be confidential and we promise to take the utmost care.

I made a secure link below you can drop screenshot files in including the .eml file for that email that caused the issue

https://nc.itflow.org/s/r25JQ8XDM4d8YBj

If you dont feel comfortable, we understand but we would like to get this resolved so it doesn't happen to anyone else.

The data will be deleted permanently once we spot the issue.

johnny

Hi @tgifol We found the issue and put out a fix here this is a revert of a change we made this week.

The change was so that didnt make it to the ITFlow folder would show as unread instead of read, well this appears to have lead to a race condition in which if the timing is correct it will cause what you just seen.

Go ahead and update

See commit here

https://github.com/itflow-org/itflow/commit/d56c8a91d1cd19fc9584780787b040e7b94bd330

tgifol

Talk about unlucky timing. That's pretty wonky.

Thanks for the help!

tgifol

Also, is it possible to add check boxes for multiple ticket selction? It would be so much easier to delete all 119 tickets with one click LOL

johnny

Totally agree, and it is being worked on. In the meantime it may be easier just to open phpmyadmin and multi select the tickets from there and delete and if any related replies were created to also delete those