Case creation from inbound email not working

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1

I’m running SuiteCRM 8.8.0 and got the issue that cases are not being created from incoming e-mails.

  • The inbox is configured properly, I can see the mails in the “E-Mail” module.
  • For the inbound mail account I enabled “Create Case from E-Mail”.
  • Under “Case Module Settings” I have “Enable Case Automations” enabled with “Round Robin” distribution method and “ALL” users as a target.
  • I can see the “Process Workflow Tasks” and “Check Inbound Mailboxes” scheduled jobs being executed successfully.

In the logs, I observe the following errors:

[FATAL] An Imap error detected: "IMAP close error"
[FATAL] ImapHandler trying to use a non valid resource stream.

My inbox is hosted by a Microsoft Exchange 2019.

Any ideas?

2

Check out the below discussion:

  1. Error in Email: An Imap error detected: "IMAP close error" & ImapHandler trying to use a non valid resource stream

  2. Imap error spamming logs - #12 by ademmler

3

Hello,

the cases seem to be working just fine:

Try to look at the IMAP issue first like rsp suggested.
Did you find a solution into this direction already?

4

Thanks! I already checked those though, but neither was helpful.

5

@server.camp I think I remember reading a thread a while back that the case import does not work from MS Exchange inboxes. I tried to search for you, but didn’t see anything in history. I pretty strongly remember there was an issue with MS Exchange inboxes. If someone else has case management working with MS Exchange maybe they can chime in and cofirm it either does or does not work.

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6

Found it, however, i would assume this patch has been applied by now. You might want to confirm.

7

Fix issues with IMAP InboundEmail

8

@pstewart @rsp Thanks for your research on this! I can confirm that fix is included in the version I’m using (8.8.0). Weirdly, case creation does actually work sometimes, but not reliably. I could figure out a pattern yet.

Also, I’m not actually using Office 365, but an externally hosted MS Exchange 2019, but it might come with similar problems.

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