Emails not being collected form o365 server..

sesipod

Hello,

I am unable to fetch emails from replies. Emails are being sent out to customers, but their responses are not collected from the email server. We use office 365 email I have it set to collect from a folder " tickets " and then move the message to ticekts-inported once finished. But the messages don't get imported and do not get moved.

My server is running on CyberPanle crontab is set as follows

* * * * /usr/local/lsws/lsphp73/bin/php /home/support.mysecretwebsite.com/public_html/api/cron.php

KevinTheJedi

sesipod

MS disabled Basic Authentication on October 9, 2022. If you got an extension it will end around now or at the end of the year. So you really need to upgrade to v1.17.2, install the OAuth2 plugin, and configure Modern Authentication (OAuth2) for your system emails. Here is our guide:

Cheers.

sesipod

I have upgraded and added OAuth 2
However, its still gives me an error for SMTP

sesipod

KevinTheJedi

sesipod

You will have to delete the email account in O365 and recreate it and re-configure it in osTicket. MS has an issue they need to fix but apparently don’t care. You are more than welcome to open a ticket with MS but like many others they will probably just throw the blame around instead of actually helping you.

Cheers.

sesipod

I know you are not microsoft support here. But will the setup I followed work for shared mailboxes for support agents since they are authorized by the main mailbox that I have set up on OSTicket?

For example, my main account is support@somedomain.com and is what I used to setup oauth2
Then I have a shared mailbox called agent@somedoamin.com that is tied to an agent under osticket. The "support" primary mailbox has a full owner and send as and read rights to the "agent" shared mailbox.

I do this because osticket will not let me have an agent for tickets that is the same email as the admin account and system account. So I use the agent email account for getting new tickets and replies.

KevinTheJedi

sesipod

When you do that we have a bug where we use the account you authorize as instead of the email you authorize for so it’s not working at the moment. We hope to have this big addressed soon.

Cheers.

sesipod

Since it's just me running the osticket can I make all of this work with just a single email account? Having a second email account would cost $4 extra a month..

sesipod

I recreated my MS account and now osticekt seems to be stuck.
It was stuck on auth failed so I deleted the oauth2 profile and am trying to recreate it now I am getting this small blank box when clicking on Contig

ntozier

You do not need more than one email account to run osTicket,

A white bar like that (someone here called it the white bar of death) is usually a failed AJAX request.

sesipod

When I try to use the same email as the system one I get this error....

KevinTheJedi

sesipod

Yes, you cannot have a system email and agent email be the same. It will cause horrible loops and such.

Cheers.

ntozier

Ah I see what you meant.
Yeah, Each User / Agent needs a unique email.
And they cannot be the osTicket System Email, but you can run the entire system other than User / Agent emails on a single address.

sesipod

Thank you for all of your replies!
Email receiving is working now after remaking my email account. One last question is can my agent email be a different domain than that of the system email? Also if I do this will the replies in any show the email to customers?

For example
System email : support@someMAINdomain.com
Agent email : agent@someOTHERdomain.com

Also on the Emails Settings page, I am no longer able to set the default MTA and the save button is no longer there. Under the Diagnostic page, I can send emails with no problem. Receiving emails and sending is working.
I have also noticed under the Agent section there is no way to reply to tickets anymore.

KevinTheJedi

sesipod

Yes, agent email can be completely different domain than system email. The system doesn't really care about that.

As for the page breaking, you have a fatal error being logged somewhere. Please check your logs for any related errors.

Cheers.

ntozier

sesipod Email receiving is working now after remaking my email account. One last question is can my agent email be a different domain than that of the system email?

Yes. An Agents email is their email.

sesipod

Currently, there are no logs shown.
I checked under F12 and no logs there when changing pages.

Do you happen to know where else I could have a peak? I am using CyberPanel to host this on Ubuntu server os.

KevinTheJedi

sesipod

Contact your hosting provider to see where they house the logs.

Cheers.

sesipod

I host this on my own server..
I just went and reinstalled OSTicket with v17 and everything is smooth now.

Thank you for the help!