Messages are fetching but tickets are not created

There could be several reasons for such behavior. First of all please check the redmine_helpdesk.log file. There you will find proper error messages to pinpoint the issue.

Frequent reasons are:

  • not enough permissions to write into files/ folder
  • contacts whitelist is enabled (issues will be created only if messages were received from contacts already added to Redmine)
  • a message has auto-reply headers (we remove these messages to avoid infinite auto-reply loop)
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