Hello,
I am having some problems with mail configuration. Currently I use Office as mail server, it is working. Agents can log in through Azure and in turn when creating a ticket everyone receives the configured email, so yes (SMTP) is working. The only problem is when I want a ticket to be created via email (IMAP). Example I send an email to the help desk email as if it were a Ticket, I receive the email but the system is not taking it.

Here is the configuration of the mail:

Although what I don't get it is for what is this and what to do:

System:
osTicket Version: v1.18 (724de45) — Up to date
Web Server Software: Apache/2.4.57 (CentOS 9 Stream)
MySQL Version: 8.0.34
PHP Version: 8.2.9

Thanks,

  • KevinTheJedi replied to this.

  • kevinazua

    It’s the OAuth2 token for Modern Authentication. It should get auto-refreshed upon expiration but if you wait too long it will fully expire. If you are using the older plugin it has a bug where it would never update the token so please make sure you are using the latest build of the plugin.

    As far as why it’s not fetching emails, did you enable email fetching under Admin Panel > Emails > Settings? Did you create a cron job/scheduled task? Do you see any Mail Fetcher Errors in your Admin Panel > Dashboard > System Logs?

    Cheers.

      kevinazua

      Your token expired. You need to resubmit the popup to get a new token and try again. Make sure you retrieve a new token in an incognito windows as to avoid it authorizing the wrong account. You want to login as the Resource Owner when it brings you to Microsoft to authenticate.

      You also need to make sure you have a cron job setup so the system automatically polls the mailbox and refreshes the token often. Lastly, you need to make sure you've installed the latest version of the OAuth2 plugin.

      Cheers.

        Thanks, I will try that. But sorry what I don't get it is for what is used that token and what is that? because SMTP is working

        Update: I update the token just for today for test purpose, still not working the fetching (IMAP). I make the test sending one mail as a ticket issue but not working.

        I will try the cron job because I haven't setup that.
        Plugin version: OAuth2 - 0.6

          kevinazua

          It’s the OAuth2 token for Modern Authentication. It should get auto-refreshed upon expiration but if you wait too long it will fully expire. If you are using the older plugin it has a bug where it would never update the token so please make sure you are using the latest build of the plugin.

          As far as why it’s not fetching emails, did you enable email fetching under Admin Panel > Emails > Settings? Did you create a cron job/scheduled task? Do you see any Mail Fetcher Errors in your Admin Panel > Dashboard > System Logs?

          Cheers.

              KevinTheJedi
              Thanks!!!, now I receive the emails with the cron job in the local server as you said. I do have the last OAuth2 version, but I have another issue: The emails I receive are converted into tickets and that's fine, but when you delete one they are created again. Then the email notification is generated again and I get the ticket again because it is taking all the emails from the imbox. How can I solve this problem? in such a way that once it has been registered as a ticket it does not have to be created again if I delete it.

                  kevinazua

                  Because if you look at your Fetched Emails setting you have it set to “Do nothing (not recommend)” and, as the name suggests, this is not recommended for such reasons. You really need to use the Archive option and move them to a separate folder.

                  Cheers.

                      5 days later
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