Delays creating tickets when sent via email

Ben R's Avatar

Ben R

16 Oct, 2007 08:20 PM

I wanted to make an initial hybrid ticketing system that uses our current internal e-mail help request listserv mess and lighthouse, but I'm seeing huge delays from when an e-mail is sent and when it's posted to lighthouse. I wanted to use system until we could build the lighthouse API into our platform.

Example: I took a help request and forwarded it to lighthouse from an e-mail addresses registered with lighthouse to the correct lighthouse ticket address. I sent it October 12, 2007 5:16:12 PM PDT and it was posted on Lighthouse at October 14th, 2007 @ 12:31 AM. I tried again on October 15, 2007 9:21:25 AM PDT and it was posted on lighthouse at October 15th, 2007 @ 02:25 PM. Another forum post says the system rakes every 5 minutes, but I'm not seeing that at all.

Any help or advice would be greatly appreciated. These are not exception e-mails.

  1. 1 Posted by Rick on 16 Oct, 2007 08:57 PM

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    We have some erroneous tickets and spam clogging the mailbox up. I've been clearing it out about every day for the last week now. It's in the process of being fixed, I should be able to finish it up this weekend.

    I just checked, and the pending queue is empty...

    One of the things I'm doing is extracting the IMAP-specific bits into an OSS project so hopefully folks can help out and make a more robust email processor for ruby applications.

  2. 2 Posted by Shpigford on 20 Oct, 2007 05:49 AM

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    Rick, any update on this? I've had people sending in bug reports to our lighthouse email and am not getting any exception emails or anything of the sort. They just simply aren't showing up in our ticket list.

  3. 3 Posted by Rick on 20 Oct, 2007 07:50 AM

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    I just finished it up less than an hour ago.

  4. 4 Posted by Shpigford on 20 Oct, 2007 10:12 PM

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    So should older ticket submissions eventually show up? I know of atleast 5 that a user sent in a couple of days ago that never showed up.

  5. 5 Posted by Rick on 21 Oct, 2007 01:19 AM

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    A lot of them get rejected if they're sent from invalid emails or have incorrect ticket tokens. You should be receiving emails for them if they get missed though.

  6. 6 Posted by openocean on 16 Apr, 2008 08:14 PM

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    This is happening to me as well. I'm emailing tickets to the right email address, from the right email address. The ticket never shows up and I never get an error email back.

    My account is at:

    Anything in the logs?

  7. 7 Posted by Will Duncan on 21 Apr, 2008 12:45 AM

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    I think there is a kink somewhere in the pipes from the move last week. I've notified rick and the tickets are inside LH now, so he'll be taking a look soon.

  8. 8 Posted by SFEley on 01 May, 2008 02:29 PM

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    Any update on this? I just submitted a ticket and posted a topic about e-mail not working for me at all, then I found this thread. I'm wondering if it's the same issue, and when it will be resolved.

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