Customer responses via E-mail not appearing in ticket

TechTeam

Hello osTicket community, I'm new here. I think I've got the system mostly set up to my needs but I'm experiencing two small issues.

In our testing, when a 'customer' replies to a ticket update via e-mail, that response never makes it into the ticket. I'm not sure the 'fetch' is working... how do i troubleshoot this? What else could the problem be?

I looked through similar issues on the forum but couldn't find any concrete answers.

The second issue pertains to creating new tickets, there is no field for the description of the problem...

KevinTheJedi

@TechTeam

I n our testing, when a 'customer' replies to a ticket update via e-mail, that response never makes it into the ticket. I'm not sure the 'fetch' is working... how do i troubleshoot this? What else could the problem be?

Did you setup a cron job as stated in our documentation?

https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html#schedule-polling

The second issue pertains to creating new tickets, there is no field for the description of the problem...

Then you most likely disabled the field for the Help Topic or disabled it all together on the Ticket Details form. You can check your Ticket Details form to ensure it's visible to agents and users and then to check your help topics forms tab to make sure the field is not disabled on a specific topic.

Cheers.

TechTeam

If i run the cron job manually, it will post the update but executing cron.php via crontab doesn't seem to work... any thoughts?

root@odin:/home/tal# crontab -l -u www-data

*/3 * * * * www-data /usr/bin/php8.0 /srv/www/osticket/api/cron.php

KevinTheJedi

TechTeam

www-data isn't really needed unless your ownership/permissions are weird. Also, make sure the full path to PHP executable is accurate. Other than that I don't see anything wrong.

Cheers.

TechTeam

As far as the cron job goes, the "web user" the cron job was supposed to run as didn't not have a shell attached (/sbin/nologin) and this prevented the cron job from running successfully... Once I moved the cronjob to a regular user it functioned normally, so i hope this helps someone...

as far as the missing fields, this is what I have... They are visible to both agents and customers, but still when i go to create a new test ticket, that field is not available... what am i missing?

TechTeam

Are these supposed to be grayed out?

KevinTheJedi

@TechTeam

From your second screenshot of the Forms tab on the Help Topic all the checkboxes are unchecked meaning those fields are Disabled for the Help Topic. You must check the boxes, save changes, and the fields will be enabled.

Cheers.

TechTeam

Thank you!