Omnichannel email problems

Open

#27,343 opened on Nov 24, 2022 4 comments 0 reactions 0 assignees View on GitHub

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Assessment

Difficulty: 4/5
Estimated time: 3-5 days
Newbie friendliness: 25/100

Issue type: Bug
Clarity: Needs clarification
Activity status: Stale
Tech stack: mongodb, node.js, typescript, ubuntu
Domain: backend

Research direction

No source file, test, or entry point is named. Start by reproducing the email-to-Omnichannel flow with Rocket.Chat 5.3.2 and the listed server versions, then inspect the email and ticket-processing paths and their logs. Done means contact-form messages appear with their content in agent tickets rather than blank tickets.

Written by the indexing model from the issue text.

Description

Description:

Hello, I have a contact form on my site. All responses from the contact form are sent to my email address.
Also, Rocket.Chat monitors my email for new messages and generates new channels in Agent Omnichannel.
After updating to version 5.3.2 I started getting blank tickets at the agents.

Capture

Message from the contact form

Capture-2

In thunderbird it shows correctly but in Omnichannel it's blank. In tail -f /var/log/syslog when generating a new ticket through the form nothing comes out.

Expected behavior:

Actual behavior:

Server Setup Information:

OS : Ubuntu
Version
5.3.2
Apps Engine Version
1.35.0
Node Version
v14.15.0

MongoDB
4.4.15 / wiredTiger (oplog Enabled)

Dominant language: TypeScript
Stars: 46.1k
Forks: 13.9k
Avg merge: 3d 3h
Merged PRs (30d): 130

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