Tickets are not generated via mail

pinosiciliano

Hi at all,
I have installed in a Aruba Unix server osTicket ver. 1.17.4
I installed and configured osTicket following the guide on the website.

I have a problem with the account polling function.

I configured the mail account, enabled it for IMAP/SMTP sending/receiving and configured a server task for "chron.php"
I tried sending outgoing mails and it works fine. But if I send an email to the account connected to osTicket, no ticket is generated.
NB: I checked the mail account and the mails are correctly received, they are present as unread.

Can you give me support?
Thanks in advance.
Giuseppe

KevinTheJedi

pinosiciliano

Set your Admin Panel > Settings > System > Default Log Level to DEBUG, save changes, wait for cron to run, and check your Admin Panel > Dashboard > System Logs to see if cron is actually executing. You should see a line in the system logs called Cron Job. If so, then cron is working fine. If not, then you know your cron isn't correct.

Personally, I've never seen a cron job that points to an actual URL; typically you just supply the full path the the /api/cron.php file instead (eg. */5 * * * * /path/to/php /path/to/osticket/api/cron.php). You can review the documentation here for more information:

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

Cheers.

pinosiciliano

KevinTheJedi Hi,
tank you for the answer.

System Logs is already set to "DEBUG", but no errors are reported.
In the "Aruba" domain the only way to set up a task is through a link.

I believe that the hosting company task manager is not hosted on the same machine.
I followed the procedure "EXTERNAL TRIGGERING USING WGET".

I tried with the "Aruba" task manager and with an external service (cron-job).
I tried with rcron (named "rcron1.php"), setting it up like this:

$config = array( 'url'=>'https://www.NOMESITO.it/ccps/support/api/tasks/cron', 'key'=>'52EAFXXXXAXXXX4XXXXCXXXX4XXXX128' );

In cron-job:

This is the rensponse:

In osTicket no ticket has been generated and no debug notification.

KevinTheJedi

pinosiciliano

So you don’t get an API error in the system logs?

Cheers.

pinosiciliano

KevinTheJedi no,

KevinTheJedi

pinosiciliano

It’s giving 200 so it’s successful. Can you check the _ticket table in the database to see if tickets are being created and you just aren’t seeing them? Can you also check the _email_account table and see if the email has a value for last_activity or last_error column? Also, check the mail server logs to see if an IMAP login is being initiated.

Cheers.

pinosiciliano

KevinTheJedi

No errors in last_error, but no activity in last_activity:

UPDATE: I installed osticket locally (XAMPP server), I configured the system in the same way (same email address and same parameters), I created a task on Windows (I created a ".bat" file pointing to "cron.php") and tickets are created.

Is task the problem? How can I fix?

KevinTheJedi

pinosiciliano

It sounds like it. I’m not really sure as I can’t replicate the issue. Are you positive the URL is correct?

Cheers.

pinosiciliano

KevinTheJedi, yes, I'm sure.. I tried with http, with https, but I have the same response.
I created an API key for every scheduler IP.

pinosiciliano

Resolved!
I report the solution, it may be useful.

I have used "rcron.php" and modified it like this:
$config = array( 'url'=>'https://www.websitename.it/dir_location_osticket/support/api/tasks/cron', 'url'=>'https://www.websitename.it/dir_location_osticket/api/tasks/cron', 'key'=>'KEY_GENERATED_BY_API_PAGE' );

I have setted "force HTTPS" in Settings --> System page:

And, finally, it worked!

Thank you!
Regards.

KevinTheJedi

pinosiciliano

The important thing here is the url in your rcron file. It seems you didn’t have a /support/ sub folder.

Cheers.