Office 365 token expiring

alcero

I connected office 365 to osticket
my app expires in 2 years but osticket shows its expired
how can I fix that
email fetches are stopping
https://i.imgur.com/JggeZSr.png

see screenshot.

Thanks

KevinTheJedi

alcero

Upgrade to v1.17.3, install the latest build of the OAuth2 plugin, get a new token, and you should be good.

The Access Token will always expire in 1 hour by default. We then use the Refresh Token to refresh the Access Token on expiration which will give a new Access Token, new Refresh Token, and new expiration time. There was however a previous bug where we weren't updating the Refresh Token so about 90 days later it will stop working and you have to manually get a new token. With v1.17.3 and new build of OAuth2 plugin the bug was addressed. Once you do the above, moving forward, the tokens should only stop working when the Client Secret expires OR something from MS end invalidates the tokens (usually very rare).

Cheers.

alcero

KevinTheJedi I upgraded ost and plugins like you mentioned
How do I get new token?
I deleted the token
when I press submit
I get this
"No input file specified."

Thanks

KevinTheJedi

alcero

You can google that error to see what's causing that. Nothing from the software though. Could be PHP misconfigurations/restrictions, URL Rewriting not enabled on the webserver, incorrect URLs being used, etc.

Cheers.

alcero

I did
none of them are working

KevinTheJedi

alcero

Typically this is due to URL Rewriting not being enabled on the webserver. What webserver are you using? You never posted a screenshot of your Admin Panel > Dashboard > Information page so we don't know what your environment looks like.

Cheers.

alcero

Connection worked now
But big delays on opening tickets when we send email to support email. Is that normal? We have set fetch to 1min

KevinTheJedi

alcero

Yea but did you create a cron job or scheduled task? If not you need to do so:

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

Cheers.

alcero

I did
Now it's only pulling email when I log in to the system
Seems like it's going to sleep when no one is logged in or visiting our support site

KevinTheJedi

alcero

Then your cron job is not working or you don't have the setting enabled in osTicket. Go to Admin Panel > Emails > Settings, look for Email Fetching, check the box next to Enable, uncheck the box next to Fetch on auto-cron, and Save Changes. Now go set your Log Level to DEBUG, run the cron, and check the system logs to see if it added a cron job entry saying it executed.

Cheers.

alcero

KevinTheJedi where do i see the log?
Is this it?

I don't see anything

KevinTheJedi

alcero

That’s the one. Then it appears your cron job statement is not correct or you didn’t set the Log Level to DEBUG. Please contact your host for the proper path to the correct PHP version.

Cheers.

alcero

ok do I leave the auto cron fetch off?

KevinTheJedi

alcero

Well you can enable it temporarily so email still fetches. Then you can disable it once the cron is actually working. It's only needed if you can't setup cron for some reason.

Cheers.

alcero

KevinTheJedi so what could be wrong with my cron job?
What should I tell my hosting provider?

KevinTheJedi

alcero

I’m assuming the PHP path is incorrect. Typically they have multiple versions of PHP installed and they have special paths. Contact your hosting provider for the correct PHP path to use.

Cheers.

alcero

But when I log in osticket, the fetch works.
Is tgis normal? Is it still cron issue?

alcero

Do you know what command needs to be set in cron?
Command
/usr/bin/php -q /home/custom
Is this good?

KevinTheJedi

alcero

But when I log in osticket, the fetch works.
Is tgis normal? Is it still cron issue?

That's because it's using Auto-cron which is a crutch really. Yes, still means cron job isn't working properly. As I mentioned above: Contact your hosting provider for the correct PHP path to use.

Do you know what command needs to be set in cron?

It's typically:

php /path/to/osticket/api/cron.php

However as I said above you are using a hosting provider and each provider has their own specific setup. You need to contact your host for further assistance.

Cheers.

Melville-Reid

Upgrading version and plug-in fixed the issue with the token not refreshing.