Service Desk does not generate tickets from emails

[pathab]

Hello everyone, the service desk of gitlab does not seem to work. I have set up everything according to the docs. The emails arrive, but gitlab does not generate tickets. What could be the reason?

This worked some time ago...but we never actually needed the function. Now we would like to use it...but unfortunately it no longer works.

[pathab]

I tried a fresh installation today. Unfortunately it didn't work either.

[nebulon]

Do you see any errors in gitlab or any other log traces which might give some hint on the issue?

Did anyone else succeed in using this service desk? I haven't heard of this before at least.

[pathab]

Unfortunately, nothing really noticeable from my point of view:

~/gitlab/log# tail -f mail_room_json.log 

[girish]

@pathab Are you using GitLab with incoming email from Cloudron enabled ? i.e per https://docs.cloudron.io/apps/gitlab/#incoming-email ?

By default, there is no service desk configuration as well. Have you added one as well?

[pathab]

Yes, I have set everything up according to the docs. I tried a little more today. I was able to find out that I can check the mails using the command

sudo -u git -H bundle exec rake gitlab:incoming_email:check RAILS_ENV=production

The result is now as follows:

Checking Incoming Email ...

Incoming Email: ... Checking Reply by email ...

IMAP server credentials are correct? ... Checking gitlab@mydomain.xyz
Checking servicedesk@mydomain.xyz
yes
Mailroom enabled? ... no
  Try fixing it:
  Enable mail_room
  For more information see:
  doc/administration/reply_by_email.md
  Please fix the error above and rerun the checks.
MailRoom running? ... can't check because of previous errors

Checking Reply by email ... Finished


Checking Incoming Email ... Finished

I've already tried a few things to activate mail_room, but I just can't do it. Does anyone have any ideas?

[pathab]

Does this work for anyone without problems? I would be happy if I could get it to work soon.
I found this post, but I can't do it, because read-only filesystem.
https://gitlab.vibia.com/help/incoming_email/README.md

Enable mail_room in the init script at /etc/default/gitlab:

sudo mkdir -p /etc/default
echo 'mail_room_enabled=true' | sudo tee -a /etc/default/gitlab

Restart GitLab:

sudo service gitlab restart

Verify that everything is configured correctly:

sudo -u git -H bundle exec rake gitlab:incoming_email:check RAILS_ENV=production

[pathab]

...or is there a way to run:

sudo gitlab-ctl restart mailroom

?

[pathab]

I looked through the logs again today and found something conspicuous:

Apr 23 10:57:32 from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:178:in `new_message_ids' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:163:in `new_messages' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:135:in `process_mailbox' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:45:in `wait' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/mailbox_watcher.rb:37:in `block in run' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client/connection_mixin.rb:71:in `call_pipelined': WRONGPASS invalid username-password pair or user is disabled. (redis://redis-19727d9f-cec9-4b73-8b77-3cf41a03008c:6379) (RedisClient::AuthenticationError) <30>1
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client.rb:771:in `block in connect' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client/middlewares.rb:16:in `call' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client.rb:770:in `connect' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client.rb:732:in `raw_connection' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client.rb:697:in `ensure_connected' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client.rb:292:in `call_v' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-5.0.8/lib/redis/client.rb:90:in `call_v' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-5.0.8/lib/redis.rb:152:in `block in send_command' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-5.0.8/lib/redis.rb:151:in `synchronize' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-5.0.8/lib/redis.rb:151:in `send_command' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-5.0.8/lib/redis/commands/strings.rb:95:in `set' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-namespace-1.10.0/lib/redis/namespace.rb:558:in `wrapped_send' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-namespace-1.10.0/lib/redis/namespace.rb:515:in `call_with_namespace' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-namespace-1.10.0/lib/redis/namespace.rb:389:in `block (2 levels) in <class:Namespace>' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/arbitration/redis.rb:41:in `deliver?' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/mailbox.rb:108:in `deliver?' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:178:in `block in new_message_ids' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:178:in `select' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:178:in `new_message_ids' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:163:in `new_messages' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:135:in `process_mailbox' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/imap/connection.rb:45:in `wait' <30>1 
    2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - from /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/gitlab-mail_room-0.0.24/lib/mail_room/mailbox_watcher.rb:37:in `block in run'
Apr 23 10:57:32 2024-04-23 08:57:32,492 INFO exited: mail_room (exit status 1; not expected)
Apr 23 10:57:33 2024-04-23 08:57:33,494 INFO spawned: 'mail_room' with pid 60817

I find that in particular a bit strange:

2024-04-23T08:57:32Z cbe-svpv-http01 19727d9f-cec9-4b73-8b77-3cf41a03008c 1126 19727d9f-cec9-4b73-8b77-3cf41a03008c - /home/git/gitlab/vendor/bundle/ruby/3.0.0/gems/redis-client-0.21.1/lib/redis_client/connection_mixin.rb:71:in `call_pipelined': WRONGPASS invalid username-password pair or user is disabled. (redis://redis-19727d9f-cec9-4b73-8b77-3cf41a03008c:6379) (RedisClient::AuthenticationError) <30>1

[girish]

@pathab sorry, this took a while to verify. There were some issues with the incoming mail setup indeed. I have fixed this up in the package 1.90.1 . Can you please check?

I have also improved the docs here - https://docs.cloudron.io/apps/gitlab/#incoming-email

[pathab]

@girish Works like a charm. Many thanks for the fix!