An unexpected error fetching email

amaridian · 21 Mar 2023, 16:41

Hello, i have the same problem here with my fresh Installation of UVdesk.

# Retrieving mailbox configuration details for abcdefg@thiebrinker-huette.de:

  - Establishing connection with mailbox
  - Fetching all emails since 20 March 2023
  - Found a total of 1 emails in mailbox since 20 March 2023

  # Processing all found emails iteratively:

    API https://mail.thiebrinker-huette.de/mailbox/listener

    - Processing email 1 of 1:
  An unexpected error occurred: Warning: Trying to access array offset on value of type null

I tracked the error down to line 409 in MailboxService.php:

$thread = $this->container->get('ticket.service')->createTicket($mailData);

the content of $mailData is

Array
(
    [replyTo] => Array
        (
            [0] => 
        )

    [messageId] => <AM4PR0301MB214884248D3E3480033A495290819@AM4PR0301MB2148.eurprd03.prod.outlook.com>
    [inReplyTo] => 
    [referenceIds] => <AM4PR0301MB214884248D3E3480033A495290819@AM4PR0301MB2148.eurprd03.prod.outlook.com>
    [cc] => Array
        (
        )

    [bcc] => Array
        (
        )

    [source] => email
    [createdBy] => customer
    [role] => ROLE_CUSTOMER
    [from] => blablabla@blmedia.de
    [name] => My Name
    [subject] => Test
    [message] => 
<head>
<meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1">
<meta name="Generator" content="Microsoft Word 15 (filtered medium)">
<style><!--
/* Font Definitions */
@font-face
	{font-family:"Cambria Math";
	panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
	{font-family:DengXian;
	panose-1:2 1 6 0 3 1 1 1 1 1;}
@font-face
	{font-family:Calibri;
	panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
	{font-family:"\@DengXian";
	panose-1:2 1 6 0 3 1 1 1 1 1;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
	{margin:0cm;
	font-size:11.0pt;
	font-family:"Calibri",sans-serif;}
span.E-MailFormatvorlage17
	{mso-style-type:personal-compose;
	font-family:"Calibri",sans-serif;
	color:windowtext;}
.MsoChpDefault
	{mso-style-type:export-only;
	font-family:"Calibri",sans-serif;}
@page WordSection1
	{size:612.0pt 792.0pt;
	margin:70.85pt 70.85pt 2.0cm 70.85pt;}
div.WordSection1
	{page:WordSection1;}
--></style>
</head>
<body lang="DE" link="#0563C1" vlink="#954F72" style="word-wrap:break-word">
<div class="WordSection1">
<p class="MsoNormal">test<p></p></p>
<p class="MsoNormal"><p> </p></p>
<div>
<p class="MsoNormal" style="background:white"><span style='font-size:14.0pt;font-family:"Arial",sans-serif;color:#4B4B4D'>BL</span><span style='font-size:14.0pt;font-family:"Arial",sans-serif;color:#319CD1'>MEDiA </span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#4B4B4D'>GmbH<br>
Von-Braun-Str. 49<br>
D-48683 Ahaus</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#212121'><p></p></span></p>
<p class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#4B4B4D'>Telefon: <a href="tel:+4925616070200" title="tel:+4925616070200"><span style="color:#0078D4">+49 2561 60702-00</span></a>  <br>
Fax: <a href="tel:+4925616070299" title="tel:+4925616070299"><span style="color:#0078D4">+49 2561 60702-99</span></a></span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#212121'><p></p></span></p>
<p class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#4B4B4D'>E-Mail: </span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><a href="mailto:projekte@blmedia.de" title="mailto:projekte@blmedia.de"><span style="color:#0563C1">projekte@blmedia.de</span></a></span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#4B4B4D'><br>
Internet: </span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><a href="http://www.blmedia.de/" title="http://www.blmedia.de/"><span style="color:#0563C1">www.blmedia.de</span></a></span><span style='font-family:"Arial",sans-serif;color:#212121'><p></p></span></p>
</div>
<p class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#4B4B4D'><br>
Vertretungsberechtigte Geschäftsführer:<br>
</span><p></p></p>
</div>
</body>

    [attachments] => Array
        (
        )

    [threadType] => create
)

Obviously there is an error in the createTicket method, it returns NULL instead of a $thread reference.

Komal Sharma · 22 Mar 2023, 11:07

@amaridian

Hello, i have the same problem here with my fresh Installation of UVdesk.

Can you please share your email raw content of fetching email. Share a compsoer.lock file and also log file of your project. So that we can check the issue.

amaridian · 22 Mar 2023, 12:18

@Komal-Sharma

composer.lock: https://gist.github.com/CRudde/ccbdb58ecd10925f8de0c428c07b72ce
log: https://gist.github.com/CRudde/e01753930758593fe6f4d4f92b3cbc8e

I will send the IMAP credentials via pm.

Komal Sharma · 23 Mar 2023, 05:30

@amaridian

composer.lock: https://gist.github.com/CRudde/ccbdb58ecd10925f8de0c428c07b72ce
log: https://gist.github.com/CRudde/e01753930758593fe6f4d4f92b3cbc8e
I will send the IMAP credentials via pm.

Thanks for sharing with us required file. We will check and updated you.

Thank you for your time and patience!!!

ics-tas_admin · 24 Mar 2023, 19:37

Hi All,
repeating the command to testing fetchmail functionalities I receive the following error:
antoniosi@uvdesk:/var/www/uvdesk/helpdesk-project$ sudo php bin/console uvdesk:refresh-mailbox **@domain.ext
[2023-03-24T14:56:30.023336+00:00] deprecation.INFO: Deprecated: Creation of dynamic property Webkul\UVDesk\ExtensionFrameworkBundle\EventListener\Console::$mappingResource is deprecated {"exception":"[object] (ErrorException(code: 0): Deprecated: Creation of dynamic property Webkul\UVDesk\ExtensionFrameworkBundle\EventListener\Console::$mappingResource is deprecated at /var/www/uvdesk/helpdesk-project/vendor/uvdesk/extension-framework/EventListener/Console.php:23)"} []

Retrieving mailbox configuration details for **@domain.ext:

Establishing connection with mailbox
Fetching all emails since 23 March 2023
Found a total of 1 emails in mailbox since 23 March 2023

Processing all found emails iteratively:

API http://localhost/uvdesk/helpdesk-project/public/mailbox/listener

- Processing email 1 of 1:

14:56:30 WARNING [php] Warning: Trying to access array offset on value of type null ["exception" => ErrorException { …}]

  ERROR

Mailbox refreshed successfully!

antoniosi@uvdesk:/var/www/uvdesk/helpdesk-project$

May be help to better indentify the problem?

Kind regards

peopleinside · 24 Mar 2023, 19:46

@ics-tas_admin first of all, if you are using PHP 8.2 you can have errors so I suggest to downgrade to PHP 8.1 until the UVdesk team will not release a fix.

After your email send to me I discovered my UVdesk ticket instance was not converting too email into Tickets.
When this happen I get very hungry because UVdesk delete email permanently so I cannot recover deleted missed message that also never opened a ticket. I think UVdesk is working very bad on this and I requested to the team, long time ago, to introduce as in other Ticket System that I know and I used in the past, the possibility to not permanently delete email but move to a different folder.

After that I try to diagnose why my emails tickets was not converting into tickets.
The first test you need to do is verify is tickets are not created even if you send an email to your helpdesk email from a Gmail account.

Sometimes some not Gmail domains or not Google server has some email headers that UVdesk are unable to handle and tickets are not opened.

If also with email from Gmail ticket never works I suggest to check if php mailparse is working. Another bad point of UVdesk is for me this required php extension and, if for some reason this get broken, for example if you upgrade PHP, UVdesk will not inform you about the broken not found php mailpharse so you will miss tickets and email that get deleted without opening any ticket and no email alerts will inform you about the issue.

I upgraded my PHP or edited and php mailparse was not present anymore so.. i don't know since how long I have my helpdesk broken, I just know admins must keep server update so this issue can happen often if PHP is updated often and miss the step to re-install php mailparse.

For check if php mailparse is working I suggest to download the zip file of UVdesk here: https://cdn.uvdesk.com/uvdesk/downloads/opensource/uvdesk-community-current-stable.zip

Upload the zip file to your server and unzip it.
Unzip and rename the folder with a more friendly name like uvdesktest

Now load that folder in the browser adding also public at the end to start the setup wizard.

Example: www.domain.ext/uvdesktest/public/

Now follow the Wizard and check everythink is ok:

peopleinside · 24 Mar 2023, 19:53

@Komal-Sharma

It's a problem if UVdesk cannot have a cronjob that check regularly if server requirements still be present.

UVdesk needs php mailparse for work.
This is not included in the PHP given by Plesk or by other panel so user will have to manually install it.

As you know, PHP get updates often so this extension can be missed or be loosed with updates or upgrades and this will cause the admin to be not informed that Help Desk will now be broken.

An active Help Desk who never found anymore php mailparse will delete all receved emails and will never create ticket. This is so dangerous because can delete important message permanently and will not made the staff and administrators know that email was received with maybe important message that never generate a ticket.

You need have an email alert sent to the admin informing something is broken if developers can develop this or you need maybe think to a solution. Other help desk ticket system doesn't have this issue.

Also see my screenshot in my previous message, I downloaded from your website uvdesk-community-v1.1.1 but in the Wizard still be showed the old version 1.1.0

peopleinside · 24 Mar 2023, 19:58

https://github.com/uvdesk/community-skeleton/issues/547

Komal Sharma · 27 Mar 2023, 07:22

@ics-tas_admin

Deprecated: Creation of dynamic property Webkul\UVDesk\ExtensionFrameworkBundle\EventListener\Console::$mappingResource is deprecated {"exception":"[object] (ErrorException(code: 0): Deprecated: Creation of dynamic property Webkul\UVDesk\ExtensionFrameworkBundle\EventListener\Console::$mappingResource is deprecated at /var/www/uvdesk/helpdesk-project/vendor/uvdesk/extension-framework/EventListener/Console.php:23)"} []

This is only on a depreciation message on console.

Hi All,
repeating the command to testing fetchmail functionalities I receive the following error:

Can you please share your log file from your project. Please follow the below path for log file:

your-project-folder-name/var/log/dev.log

peopleinside · 12 Dec 2023, 08:42

This issue still be not resolved, no updates from UVdesk team staff. It's sad.
In the community there are other help topics with the same error.

https://forums.uvdesk.com/topic/2218/warning-trying-to-access-array-offset-on-value-of-type-null-when-trying-to-refresh-a-mailbox

Unsolved An unexpected error fetching email

Retrieving mailbox configuration details for **@domain.ext:

Processing all found emails iteratively: