Mail setup weird behaviour

RandomITGuy

Hello there!
I managed to make osticket working as i wanted, i only have one last problem with the email fetching.
I setup the MS Auth and everything seems to work but in the end osticket doesn't pick up emails.
I have no errors on logs (Azure, osticket access and general, php, mysql), i can login with MS authentication but even if i'm not getting any error messages it seems like the mail doesn't get the token ( in fact i don't see any "Token" tab in the mail config on osticket) and get redirected to the user page, where i can basically do nothing.
Does the mail account need to be also set as an operator in osticket?
I can send mails using the php MTA ( it is very slow tho ), and i tried to set a cronjob but still, no fetching nor ticket creation.
Directories have rewrite permissions.
Any suggestion?
Thanks in advance and have a nice day

KevinTheJedi

RandomITGuy

You don’t have URL rewriting enabled or working properly. You need to figure that out before OAuth2 can work.

Cheers.

RandomITGuy

KevinTheJedi

So, i managed to do some testing and:
A normal user can login via MS oauth and then open/manage tickets without any problems ( although it's loading for quite a while after hitting the "create" button, and the user has a ' before the name in the tickets list, i guess it's a db import issue );
If i try to login with my AD/MS account ( which is also set as an operator ):

i get "Login failed" in the osTicket system logs if i try to log in from the Operator Login page
i get "DB Error #1062 Duplicate entry" in the osTicket system logs if i try to login as a user via MS oauth login

When I try to configure the Email Remote Mailbox/SMTP and hit the "send" button in the configuration menu i'm being redirected to the MS oauth page and after a succesfullt MS login i'm being redirected again to the same page of a normal user ( when i can open tickets and so on..) so i cannot really say if it's taking a token correctly.
This is a tenant/AD User with a shared mailbox in MS tenant and it's not an osTicket operator, but maybe it should be, idk, still cannot fetch emails.

Right now i can only login as an operator with the Administrator account, which is an operator ofc, so me and my collegues cannot login to manage tickets.. and if i try to use the reset password option in the operators menu, the operator cannot login therefore cannot change the password.

Basically i don't think I have URL rewrite issues, normal users can login and open tickets, i cannot really tell what's wrong with all of this.

Keep in mind i installed osTicket on a new dedicated server with ubuntu 22.04/php8.0 and the only operation i did on the machine is the system configuration following osTicket official guides, and your hints ofc

KevinTheJedi

RandomITGuy

i get "DB Error #1062 Duplicate entry" in the osTicket system logs if i try to login as a user via MS oauth login

For this, see this thread:

https://forum.osticket.com/d/102143-duplicate-database-entries-since-enabling-oauth-plugin-for-users

When I try to configure the Email Remote Mailbox/SMTP and hit the "send" button in the configuration menu i'm being redirected to the MS oauth page and after a succesfullt MS login i'm being redirected again to the same page of a normal user ( when i can open tickets and so on..) so i cannot really say if it's taking a token correctly.

This means that URL rewriting is not working or you configured something incorrectly.

I would suggest upgrading to v1.17.2 and applying the below fix:

https://github.com/osTicket/osTicket/pull/6379

Cheers.

RandomITGuy

KevinTheJedi

Thanks for the help on this but i really can't understand why URL rewriting seems to work correctly for users but not for operators and email accounts, i mean, the rewrite rule is just one... or does it mean i have to make a rule for each account type? i didn't modify the rule you're providing in the api/.htaccess file so why is not working?

About the duplicate entries, in that post the guy has issues with non-tenant users, i got the issue with tenant users so i don't think it would help me, anyway i tried creating a new plugin instance for operators only, following the suggestion in the post but i get the same error, so..

And i already have osticket 1.17.2, fresh installation, along the dedicated server fresh installation, not an upgrade.

I used osticket for years without any issue but right now i must say it's becoming annoying

KevinTheJedi

RandomITGuy

Without any errors it’d be difficult to tell what’s going on. You can do some debugging to see what’s going on.

Cheers.

KevinTheJedi

RandomITGuy

All I can say is O365 SSO and Mail Authorization works fine for me. I can login as users/agents and fetch/send mail. Just follow the documentation as is and you should be good. If not then you’d have to debug further as I mentioned above.

Here is the documentation for both:

Cheers.

ntozier

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

Did you follow the docs listed by Kevin?