Offline Emails

name: Offline Email
about: Emails not received when Out of Office

Description:

When an email is sent to an Email Inbox, and it is out of Business Hours / no online agents. Email does not go into Queue, or offline channel.

Steps to reproduce:

1. Change business hours so out of business
2. Send an email to Email Inbox.

Expected behavior:

Either the email should go into the queue, as emails are less time sensitive, and more persistent than LiveChats.
Or send details into Offline Channel given in Settings.

Actual behavior:

Email not found on server at all.

{"level":50,"time":"2022-05-12T21:01:17.299Z","pid":634,"hostname":"mail.k-c13.org","name":"Livechat","msg":"Error receiving email","err":{"type":"errorClass","message":"Sorry, no online agents [no-agent-online]","stack":"Error: Sorry, no online agents [no-agent-online]

Email is rejected as no online agents.

Server Setup Information:

• Version of Rocket.Chat Server: 4.6.3
• Operating System: Debian
• Deployment Method: tar
• NodeJS Version: v14.19.2
• MongoDB Version: 4.4.13 / wiredTiger (oplog Enabled)

Client Setup Information

• Desktop App or Browser Version: App / Website
• Operating System: Windows 10 / Linux Mint

Relevant logs:

{"level":50,"time":"2022-05-12T21:11:13.915Z","pid":634,"hostname":"---","name":"Livechat","msg":"Error receiving email","err":{"type":"errorClass","message":"Sorry, no online agents [no-agent-online]","stack":"Error: Sorry, no online agents [no-agent-online]<br> at app/livechat/server/lib/QueueManager.js:51:10<br> at /srv/rocketchat/programs/server/npm/node_modules/meteor/promise/node_modules/meteor-promise/fiber_pool.js:43:40<br> => awaited here:<br> at Function.Promise.await (/srv/rocketchat/programs/server/npm/node_modules/meteor/promise/node_modules/meteor-promise/promise_server.js:56:12)<br> at app/livechat/server/lib/Livechat.js:194:8<br> at /srv/rocketchat/programs/server/npm/node_modules/meteor/promise/node_modules/meteor-promise/fiber_pool.js:43:40<br> => awaited here:<br> at Function.Promise.await (/srv/rocketchat/programs/server/npm/node_modules/meteor/promise/node_modules/meteor-promise/promise_server.js:56:12)<br> at app/livechat/server/lib/Livechat.js:219:9<br> at /srv/rocketchat/programs/server/npm/node_modules/meteor/promise/node_modules/meteor-promise/fiber_pool.js:43:40","isClientSafe":true,"error":"no-agent-online","reason":"Sorry, no online agents","errorType":"Meteor.Error"},"msg":"Sorry, no online agents [no-agent-online]"}

Read app/livechat/server/lib/QueueManager.js at line 51 and app/livechat/server/lib/Livechat.js around lines 194 and 219. Reproduce the failure with business hours closed and an email sent to the inbox, then trace the no-agent-online path. Done means the email has a defined queue or offline-channel outcome instead of being rejected.