No ticket create automatically in system

smallfish

Hello,

I found my ticket system cannot create ticket automatically in this week, no ticket created from agent panel and no email notification to agent and end-user, but I checked default fetch email mailbox and found mailbox received end-user email in this week, also I am not found the related logs in system logs.

How can I troubleshoot the issue? I didn't changed anything in this week.

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

It sounds like your cron job is no longer triggering and in turn not firing the routines to collect emails. I would check that first.

smallfish

Hello Ntozier,

Thanks for you replied, my osTicket information as below, please have a look.

ntozier

And did you check to make sure your cron job is still scheduled?

smallfish

ntozier
Hello Ntozier,
Is this crontab job I need add to my osTicket server? Sorry I missed the step.
*/5 * * * * nobody /path/to/php /path/to/api/cron.php

And I found if agent login to osTicket from staff page, the system will create the ticket automatically, if not login the system won't create ticket.

Thank you.

smallfish

Updated.
I added crontab to osTicket server, today when someone sent email to system but system also cannot create ticket, I checked the mailbox and saw the email has been read, I think the system has fetched the email but not create ticket in system.
How can I troubleshooting in system? Is there any email fetch log I can check?

Thank you.

KevinTheJedi

@smallfish

You can check the System Logs under Admin Panel > Dashboard.

Cheers.

smallfish

KevinTheJedi
I checked System Logs but not found anything related logs, any ideas?

Thanks.

smallfish

I enabled debug and found logs of Ticket denied:

And I disable and enable sender filter again and the ticket can be created.

Also found log:

I'd like to know why "Auto Cron" need agent to call? if agent not login to osTicket, then mail cannot to fetch.

And I have setup incoming emails fetch on auto-cron, why need create crontab in the server?

KevinTheJedi

smallfish

Auto-Cron is not needed if you setup a Cron Job. Auto-cron is only triggered when an Agent is logged in and doing actions in the helpdesk. This is a fallback for people who can't use cron. You are better off using Cron Job as it will automatically poll your mailbox to create tickets regardless of anyone being logged in.

You should disable the Fetch on auto-cron setting as that will potentially cause duplicate tickets if you have that enabled in addition to Cron Job fetching.

Cheers.

smallfish

KevinTheJedi
Hi Kevin,
Thank you very much.
Your means I should not select "Fetch on auto-cron" and create cron job in my server?

Now I selected "Fetch on auto-cron" and create cron job in my server as well, if that, it will possibly create duplicate tickets?

Thank you.

ntozier

smallfish Your means I should not select "Fetch on auto-cron" and create cron job in my server?

Correct, You should do one or the other.
cron is the best way to do it.
auto-cron [Fetch on auto-cron] is only for people who cannot run cron / windows task scheduler.

smallfish

ntozier
Hi Ntozier,
Thank you replied, I have setup as you said, hope the system works well.
Thank you and Kevin again.