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Mail body not stored in request


#1

Dear all,

I’m experiencing an strange issue: in my on-prem installation the mail pickup from an POP mailbox does work. Mails are found and collected and new requests are created (if the mail is for a new req - in case it’s an update it’s attached to the existing req).

The problem is: the mail body is lost. I do see full mail headers, sender, recipient, subject, etc but the full body is missing. I already tried to use a different mailserver (in case it’s an issue with the mailserver) and I already tried sending plaintext mails and html mails. Testing these different options didn’t solve the issue.

Activating debug mode for tasks.php diidn’t show more details:

>>>> Message Count: 3
>>>> Message: #1 - Time (start parse): 0.000
>>>> Message: #1 - Time (network download): 0.009
>>>> Message: #1 - Time (mime decode): 0.009
>>>> Message: #1 - Time (mime loop): 0.012
>>>> Message: #1 - Time (forward check): 0.013
>>>> Message: #1 - Time (empty html check): 0.035
>>>> Message: #1 - Time (clean whitespace): 0.035
>>>> Message: #1 - :support@mydomain.tld
>>>> Message: #1 - Time (header set): 0.036
>>>> Message: #1 - Time (attachments): 0.036
>>>> Message: #1 - This message is not spam.
>>>> Message: #1 - Request created (12425)
>>>> Message: #1 - Marked for deletion from mailserver
>>>> Message: #1 - Time (total): 0.131

Any ideas?

thanks & best regards
Jürgen


#2

I would check what your reply above text is set to in Admin > Settings > Email Integration. If you have the * character in there try removing that.


#3

Hi Matt,

thanks, that was the solution! If I use a / (slash) in the line the mail content gets lost. Removing the / from the reply above line fixed the problem!

best regards
Jürgen