Not recieveing tickets from new customers

Jonathan_King

When a new customer submits a ticket, it is not being received by the service desk, and the customer is not receiving a response of any kind.

I have tried submitting test tickets with a manually invited customer, and although the mailbox used by the service desk is showing the mail being received, and the mail is being removed from the mailbox, it is not then showing in the service desk.

Any advice would be greatly appreciated.

Thanks

Danyal Iqbal

How is the customer submitting the ticket? By Mail? über create screen? weblink? others? Is your mail server and the mail handler configured correctly?´check the default field values e.g default issuetype/reporter for these submissions? What is bulk set to?Are you using external user management?

A second instance might be downloading and deleting the email e.g a test instance.

Is the auto-aubmitted header set to yes in the emails?

Test the relevant mail handler (big test button).

Have a look at the log. Are there any exceptions?OOM?

If everything looks ok set -Dmail.debug=true on startup and debug the catalina.out log/*stdout.