Service desk create issue and at the same time raise "We couldn't find the project."

General
1

Hi there !

I’m stuck with configuring service desk on our Gitlab CE production server.

When I send an email using provided service desk email address for a project:

  • the issue is created
  • I receive an acknowledge about issue create
  • and I receive an error email with “We couldn’t find the project. Please check if there’s any typo.” inside

I can’t find this kind of error/behaviour in the issues of gitlab. I don’t know where to look to find logging or something helpful.

Do you have any clues ?

Extract from gitlab-rake gitlab:env:info

System information System: Debian 10
GitLab information Version: 15.1.1 Revision: 35925db62b6
Using LDAP: yes
Using Omniauth: yes
Omniauth Providers:

2

Are you using a suffix? This issue might help with a potential solution:

3

Thank you for pointing me this, but I do not use suffix for email address.

Here is an excerpt of the gitlab.rb for email configuration and service desk:

"gitlab_email_from": "gitlab@*******",
"gitlab_email_reply_to": "gitlab.no-reply@*******",
"incoming_email_enabled": true,
"incoming_email_address": "gitlab-%{key}@*******",
"incoming_email_email": "*******",
"incoming_email_password": "*******",
"incoming_email_host": "imap.*******",
"incoming_email_port": 993,
"incoming_email_ssl": true,
"incoming_email_log_file": "/var/log/gitlab/mailroom/mail_room_json.log",
"service_desk_email_enabled": true,
"incoming_email_expunge_deleted": false,

I try with and without expunge of the incoming email using incoming_email_expunge_deleted parameter but the problem is still here.

It’s quiet annoying because it works (create issue and sending acknowledge email) … but it does not fully work (sending an error notification email). So today I can not use it in production.

If it is something relevant, gitlab is installed using omnibus. I have not change the configuration for a long time (since version 12 of gitlab), just adding the service desk now.
I have another server for testing, with a fresh install of the same gitlab version, with the same configuration and everything is working fine with this one.

4

My testing server wasn’t exactly using the smae configuration as the production : no HTTPS and no proxy.

Now I have set up the proxy and HTTPS, and I can reproduce the same error. I will try removing HTTPS than proxy to figure if it is one of those that could trigger the error.

5

All right I found it, and it has nothing to deal with gitlab config.

There were 2 gitlab servers accepting service desk email from the same mailbox. So one say “ok I create issue and notify all is fine” and the other “What is that project ? Send error notification”.

Anyway : thank you iwalker for helping :wink:

1 Like
6

Hmm yeah :slight_smile: might want to use separate mailboxes for multiple Gitlab instances so that it doesn’t get confused what email belongs where. Glad it’s solved though. Sorry couldn’t help much.

7

@iwalker
I have a similar issue but mine is solely the rejection mail I get. And this happens for just internal users, our external users are able to send in mails and it gets registered on Service Desk.
I would appreciate some insight.

Please see below for my configuration:

gitlab_rails[‘service_desk_address’] = ‘helpdesk@domain.com’

gitlab_rails[‘smtp_enable’] = true
gitlab_rails[‘smtp_address’] = ‘mail.domain.com’
gitlab_rails[‘smtp_port’] = 587
gitlab_rails[‘smtp_user_name’] = ‘helpdesk’
gitlab_rails[‘smtp_password’] = ‘password’
gitlab_rails[‘smtp_authentication’] = ‘login’
gitlab_rails[‘smtp_enable_starttls_auto’] = true

gitlab_rails[‘smtp_tls_cert_path’] = ‘/home/oo_oo/******-com-chain.pem’

gitlab_rails[‘incoming_email_enabled’] = true

gitlab_rails[‘incoming_email_address’] = “helpdesk-%{key}@domain.com”
gitlab_rails[‘service_desk_email_address’] = “helpdesk-%{key}@domain.com”

gitlab_rails[‘incoming_email_email’] = “helpdesk”
gitlab_rails[‘incoming_email_password’] = ‘password’

gitlab_rails[‘incoming_email_host’] = “mail.domain.com”
gitlab_rails[‘incoming_email_port’] = 993
gitlab_rails[‘incoming_email_ssl’] = true

gitlab_rails[‘incoming_email_expunge_deleted’] = true
gitlab_rails[‘incoming_email_start_tls’] = false
gitlab_rails[‘incoming_email_mailbox_name’] = “Inbox”
gitlab_rails[‘incoming_email_idle_timeout’] = 60

gitlab_rails[‘service_desk_email_log_file’] = “/var/log/gitlab/mailroom/mail_room_json.log”

gitlab_rails[‘incoming_email_delivery_method’] = “sidekiq”
gitlab_rails[‘service_desk_email_delivery_method’] = “sidekiq”

gitlab_rails[‘gitlab_email_from’] = ‘helpdesk@domain.com’
gitlab_rails[‘gitlab_email_reply_to’] = ‘helpdesk-%{key}@domain.com’