some emails not parsing

jadamczyk22

Getting some emails from clients that are clearly from a registered email attached to a client in the database…but they won't get read into the ticket system. Is there any way to look at a log to see why?

jadamczyk22

I've had some tickets successfully parse, just some don't show up

wrongecho

The ITFlow audit lots can sometimes tell you why.

Was the email message moved to the ITFlow folder or marked for follow up and left in the inbox?

Is this specific users email address attached to a contact, or do you have the domain registered against a specific client?

jadamczyk22

It's attached to a contact. But the contact has same domain as a bunch of other locations from same franchise…

Nothing was moved to any folder, it's sitting in inbox

jadamczyk22

Where should i check the audit logs? It only shows user logins and ticket creation from GUI

jadamczyk22

RESOLVED: turns out i was accidentally marking the emails as "read" and ITflow didn't have time to read them

wrongecho

jadamczyk22

That'll do it haha

Bigbug

jadamczyk22 i had same issue. i think it should be that ITFlow should parse emails regardless of read/unread status as long as it matches a customers email/domain.

makes sense?

wrongecho

Bigbug

That would mean changing how we deal with emails that we can't parse. Otherwise it'll just try and parse the same emails over and over.

Bigbug

wrongecho i assume that's the flow - email arrives in inbox > cron runs and matches it to client > creates a ticket/reply > moves it to ITFlow folder, and cron doesn't check for emails in the ITFlow folder

So cron should parse regardless of read/unread status and it shouldn't reparse something that's in the ITFlow folder

isn't it like that?

wrongecho

Bigbug

Almost. The script looks for unread messages in the inbox and then tries to process. If for whatever reason processing fails (usually an unknown sender, but could also be a corrupt message or anything else), the message is marked as read and flagged for follow up. If the message is OK & processing succeeds, the message is moved to the ITFlow folder.

In my view, the email parser is functional in the current state: If you want a message parsed, leave it unread. The only time I want to spend on it at this point is getting it to work with *OAuth2.