blank client replies

[garyevans]

we are currently experiencing a strange issue whereby when a new ticket comes in from a customer, the ticket is created fine with full content, staff can reply fine, but when the customer replies the reply is created but the content is blank.

Then every minute (when our cron job runs), we get the same thing, the reply is created again (again blank), this then contnues endlessly creating replies. checking the mailbox we can see the reply which looks fine and can read it then then delete it, which is the only solution to stop kayako creating endless amounts of replies.

we use imap to connect to an exchange server.

no kayako or exchange settings have changed, this has been working fine for 10 months until last week, which makes it odd.

i've tried recreating the mail queues, which made no difference, checked the php/apache logs. the mail parser screen (adminCP) says the reply created sucessfully (no errors), although its obvious that it is only reading the headers and not getting to the content of the email (and ultimatly not deleting the email from the mailbox - hence constantly re-reading it), as we can see when viewing email headers it hasn't got to the content.

any thoughts or even pointers for debugging this would be greatly appreciated, for example is there any other way of getting more info out of the mail parser? other than the adminCP parser logs?


Gary.

[Jamie Edwards]

Hi Gary,

I have not heard of this issue before. I recommend you submit a support ticket about this so that the issue can be traced by the support team after receiving details to access your server - there is little we can do via the forums.

[garyevans]

is there any tips you can give on debugging the parser? is there a setting in the php files i can change to get any more info out of it?


many thanks.


gary.