Mailbox setting protocol IMAP + SSL option missing

wildling

Hi, in osTicket v1.17.3 on xampp 8.1.12-0 on Windows Server 2022,
in Emails Settings, Mailbox Setting an protocol there should be an option IMAP + SSL available ,
but I only have IMAP and POP available, nothing else.
Any ideas how to get IMAP + SSL option, in order to adress an on-premise Exchange Server on port 993?
Thanks a lot

KevinTheJedi

wildling

Simply use an SSL port. If it's a standard port we will auto-detect SSL. However if you are using a non-standard port then you can append ssl:// to the beginning of the hostname. Please read the Help Tips next to each setting for more detailed information.

Cheers.

wildling

i tried with secure port 993 and option imap, it does not work,
I double checked with thunderbird from this server to be sure that the settings are correct

KevinTheJedi

wildling

You do not need to append ssl:// when using a standard port, as I mentioned above. 993 is the standard SSL port for IMAP. Remove the appended ssl:// and retest. If all else fails review your server logs and your mail logs for more information. If you cannot review your mail logs then contact your mail provider.

Cheers.

wildling

Ok , thanks, so in your eyes the protocol choice "IMAP" (instead of the documented IMAP + SSL) in NOT the issue, it should work with the FQDN servername, port 993, protocol IMAP , BASIC Authentication (Legacy) and the configured credentials !?

KevinTheJedi

wildling

If your mailserver accepts basic authentication then yes. Most major providers are forcing Modern Authentication (OAuth2) for IMAP/POP3 and SMTP now. But your provider may still allow basic auth, you'll just have to check with your provider.

Cheers.

wildling

Ok, that is the point, our mailserver does not accept unencrypted authentication and traffic, only tls. But the osTicket form only allows basic authentication and Modern Authentication, both are not supported by our mailserver, thats why I need the TLS authentication option. Any ideas how to get it available in the list of options?

wildling

... and I forgot to say, that in the php summary imap with ssl is available...

KevinTheJedi

wildling

That doesn't make sense. The encryption method has nothing to do with the type of authentication your mailserver accepts...

If you need TLS encryption then append tls:// to the hostname. By default (even with major email providers) 993 is IMAP + SSL. In our software if you use 993 it will auto-detect that it should use SSL and automatically use SSL for the connection.

Cheers.

wildling

Of course and this was quite obvious and intuitive for me, unfortunately it does not work:
But this time, tls:// - 993 - basic authentication
with the following error:

wildling

And without the prefixe tls:// i get this error:

KevinTheJedi

wildling

It’s unable to open a connection. So either the port is blocked or something else. As I mentioned above you can review your logs on the webserver and mail server to see why it cannot connect.

You can do a telnet to the host and port from the CLI to test the connection.

Cheers.

wildling

Good morning and a good new week!
The different tests with multiple combinations of ports and protocols are leading to the situation that "it's unable to pen a connection". But my actual problem is that my osticket installation don not provide the option IMAP + SSL from the manual and only provide Basic Authentication for IMAP which is not supported by our Exchange on premise.
Does the current version of osticket 1.17.3 has an issue with the IMAP authentication, or can I check anything else to get the authentication options for encrypted IMAP access? This options are actually missing on the Mailbox Setting Form.

wildling

I was able to work around this bug, I scrubed 1.17.3 and I installed 1.16.6 instead. There the IMAP + SSL option is available and it works. If someone can put v1.17.3 to trash, this would avoid lots of troubleshooting hours.
Bye bye