Unable to create new ticket :user Incomplete client information

[nvnes-sba]

Prerequisites

• Can you reproduce the problem in a fresh installation of the "develop" branch?
• Do you have any errors in the PHP error log, or javascript console?
• Did you check the osTicket forums?
• Did you perform a cursory search to see if your bug or enhancement is already reported?

For more information on how to write a good bug report

Description

Error message is:
API Error (500)
Unable to create new ticket :user Incomplete client information

Steps to Reproduce

1. Send mail to mailbox
2. Let OSTickets read the mail
3. Check the dashboard log

Expected behavior: The mail should be read or the mail should be deleted if not OK

Actual behavior: The mail keeps present in the mailbox, then we receive the extensive mail fetch errors.

Versions

osTicket-Version v1.18.0 (724de45) — Current
Web Server Software | Apache
MySQLversie | 10.3.39
PHPversie | 8.2.13

Admin panel -> Dashboard -> Information which also additionally gives you information about your server.

Also, please include the OS and what version of the OS you're running. As well as your browser and browser version.

[JediKev]

@nvnes-sba

There is likely an issue with the email itself and therefore osTicket can't fetch/process/delete the email. I would recommend going to the getRawEmail() function in include/class.mail.php on line 517, add
error_log($this->getRawHeader($i) . $this->getRawContent($i)); above the return statement, save the changes, and let the system attempt to refetch the email. Once osTicket tries to fetch it you should check your PHP Error Logs to see the full raw email or error message from the mailserver.

Note:
Be cautious of doing this as this will log every full raw email in the error logs while these changes are applied. You should do this during off-peak hours and when there is low mail traffic so you don't fill up your logs with a bunch of raw emails as they can be quite big sometimes.

Cheers.