E-mails are not loaded on tickets

albertoleoncio

Hello everyone,

I believe that this error is recurrent, but I have exhausted my ideas on how to solve it.

Outgoing server (SMTP) works well, but the incoming server does not work.

1 - Can the email/password incorrect: No, because the SMTP server works with the same data.

2 - It may be that the configuration of the POP3 server incorrect: I tested directly in a php script with server configuration to verify this, I used the code imap_open("{localhost/pop3/novalidate-cert}INBOX",$user,$pass) and emails normally charge.

3 - It may be that the cron.php file is missing: I do not know what it does, but the file /api/cron.php is there.

What could be wrong?

PHP: 5.3.24

ntozier

I would recommend checking your php error logs.

albertoleoncio

I would recommend checking your php error logs.

There are no files "error_log" in osTicket folder or subfolders.

ntozier

I'm not talking about any osTicket logs. I'm talking about your servers PHP error logs. Please consult your servers error_log variable in your php.ini file.

albertoleoncio

I'm not talking about any osTicket logs. I'm talking about your servers PHP error logs. Please consult your servers error_log variable in your php.ini file.

Sorry, I do not think I explained very well....

On my server, the file "error_log" is generated in the folder where the PHP script. I meant that the osTicket folder has no files "error_log".

ntozier

You must be logging an error some where. Be it in your mailservers logs, the php logs, in osticket under Admin panel -> Dashboard -> System logs, or in your mail servers logs. With out an actual error there isn't really much that we can do to help troubleshoot.

You can also troubleshoot this at Admin panel -> Email -> Diagnostic

albertoleoncio

You must be logging an error some where. Be it in your mailservers logs, the php logs, in osticket under Admin panel -> Dashboard -> System logs, or in your mail servers logs. With out an actual error there isn't really much that we can do to help troubleshoot.
You can also troubleshoot this at Admin panel -> Email -> Diagnostic

Hence my desperation, nothing appears!

- In Admin panel -> Dashboard -> System logs does not appear any error related to emails, only that was installed osTicket and I deleted some test tickets.

- In PHP logs, the only error it has is: " PHP Fatal error: Call to undefined function T_setlocale() in /home/hugomene/biouesb.com/xvscgp/contato/include/gettext-conf.php on line 119".

- I do not know how to see the errors in the e-mail server, but as I can connect to the POP3 OutLook, I believe the error is not there.

- In Admin panel -> Mail -> SMTP Diagnostic functions normally, but it does not check errors in POP3.

- Another thing that happens is that when I try to put a folder for emails fetched, I get an error "Invalid or unknown mail folder". When I switch to IMAP, I get an error "Invalid or unknown mail folder! >> Unknown namespace."

Is there any method to make a debug?

gk-edv

pop3/novalidate-cert

I had the same Error Message.

Running osticket 1.7 on PHP 5.3, polling mails via pop3

Account Details and Mailserver were correct.

This Post:

http://osticket.com/forums/showpost.php?p=16182&postcount=4(http://osticket.com/forums/showpost.php?p=16182&postcount=4)

pointed me in the right direction.

But changing the mentionend line didnt help.

After checking imap-open on php.net i stumbled upon the /notls Switch

and i remembered that TLS is one Feature which the mailservers of my hoster do not Support.

So i changed the /include/class.mailfetch.php

From:

$this->srvstr.='/novalidate-cert}';

To:

$this->srvstr.='/notls}';

// $this->srvstr.='/novalidate-cert}'

After that mail fecthing was working.

Hope this helps.

albertoleoncio

I had the same Error Message.
Running osticket 1.7 on PHP 5.3, polling mails via pop3
Account Details and Mailserver were correct.
This Post:
http://osticket.com/forums/showpost.php?p=16182&postcount=4(http://osticket.com/forums/showpost.php?p=16182&postcount=4)
pointed me in the right direction.
But changing the mentionend line didnt help.
After checking imap-open on php.net i stumbled upon the /notls Switch
and i remembered that TLS is one Feature which the mailservers of my hoster do not Support.
So i changed the /include/class.mailfetch.php
From:
$this->srvstr.='/novalidate-cert}';
To:
$this->srvstr.='/notls}';
// $this->srvstr.='/novalidate-cert}'
After that mail fecthing was working.
Hope this helps.

Have tested dozens of combinations of function "imap_open" to see what worked, and the only one that worked was:

imap_open("{localhost/pop3/novalidate-cert}INBOX",$user,$pass)

But I tested this on a script on my server separate of osTicket.

My conclusion was: if my code worked on my server because it does not work in osTicket? So the problem is in osTicket, but not idea where.

gk-edv

Sorry to ask, but you did replace localhost with pop3 Server adress?

On my Hosters network the pop3 Servers have to be adressed by external Name (pop3.strato.de) and they dont Support tls.

And i use Pop not imap, could make a difference.

albertoleoncio

I was having trouble defining how external server (us01.eservidor.net). When I set as "localhost", functioned normally.

Sure, except osTicket, that still does not work.

I think for both IMAP to POP3 as makes no difference compared to the server name.

Serge

I'm having a similar issue.

IMAP is set to delete fetched messages. I send an email to helpdesk@domain, I see it in the Inbox. Within 5 minutes I see the message removed from the inbox and moved to the Deleted Items folder. No ticket is created. No logs anywhere.

osTicket 1.71.3

Exchange 2010

jared@osticket.com

There were a couple of bugs regarding email loss addressed in 1.7.1.4, released today. I would recommend retrying with the later version and see if email fetching works correctly.

jared@osticket.com

albert, maybe I missed something among your posts, but what settings do you have in osTicket for the incoming mailbox configuration?