Reply via Email / Create via Email

need4swede

Tried telnet to port 993, and it succeeded
All permissions are set properly, just basing it off the Microsoft Auth guide and how mine are set up.

I even tried the suggested fix here: https://forum.osticket.com/d/101625-osticket-117-with-basic-authentication/26
But it didn't like that. Window would just crash if I tried saving anything with that updated code.

KevinTheJedi

need4swede

On the MS IMAP host or you local server?

Cheers.

KevinTheJedi

need4swede

Oh, another thing, do you have URL Rewriting enabled in Apache? If not that can cause an issue.

Cheers.

need4swede

KevinTheJedi

Hi Kevin,

I just checked in cPanel and I don't even see a .htaccess file. I created it, but unsure as to how to enable URL Rewriting. Let me know if that's what you're referring to or if I should be look elsewhere.

Also, the email was setup from our previous Windows IIS server. This new one is a hosted server (Namecheap). I removed the email from the new instance of osTicket and tried to re-add it, but every time I go to click 'Save' after adding the config, I get redirected to the main 'support' page and nothing got saved. Maybe you're on the right track here?

KevinTheJedi

need4swede

URL Rewriting is an actual module/extension for Apache. You may need to contact your hosting provider to have them confirm. If it is installed and enabled then make sure you check your site's Apache config file and make sure you have these options added:

Options Indexes FollowSymLinks
AllowOverride All
Require all granted

Cheers.

need4swede

KevinTheJedi

Hi Kevin,

Thank you for helping me with this. I am reaching out to the host (Namecheap) about this right now.
Could this be why when I try to save the email settings, I just get redirected to the root /support page?

KevinTheJedi

need4swede

No, that should not be happening at all even without URL Rewriting. Unless you are talking about the OAuth2 config popup.

Cheers.

need4swede

KevinTheJedi

So their support said "all the provided settings are supported on the Shared servers, and can manage them in the .htaccess file."

Then they shared this link:
https://www.namecheap.com/support/knowledgebase/article.aspx/9410/29/how-to-set-up-rules-and-redirects-in-htaccess/#locate

But I'm not sure where to go from there.

Strangely enough, I am now able to click 'save' on the email page and it saves ok! OAuth completed successfully. Maybe creating the htaccess file did it? I have no idea.

So back to the original problem where email replies don't get added to the ticket...

KevinTheJedi

need4swede

So to recap:

You have the email in question's Authentication configured with O365 OAuth2 (confirmed by having a valid token in the Token tab)
You have Fetching enabled/configured/saved for the email
You have email fetching enabled at the system level (Admin Panel > Emails > Settings)
You have a Cron job configured so the system can automatically poll mail

Am I correct?

Cheers.

need4swede

So I was mistaken...I could have sworn it said 'Enabled' when I set it up again, but coming back to the page and it says Disabled...

That's the error I get when I try to enable Email Fetching...

As far as cron jobs go, I just enabled fetching in settings and left at that - but I haven't setup anything else. What else would I have to do? I do see "Cron job executed [CLI]" in my logs, but that's all I got.

Outgoing is working - it's just incoming that's being faulty.
Thanks again for your help and patience, Kevin!

KevinTheJedi

need4swede

Then I would definitely ask your host why it’s unable to connect to that host and port over SSL. It’s a super common host, port, and connection method (IMAP) so I see no reason for it to be failing. Maybe they can point you to pertinent logs that will shed light on the situation. In my experience that error is indicative of the connection not even leaving the webserver meaning firewall or some kind of restriction.

Cheers.

need4swede

KevinTheJedi

Hi Kevin,

Two things were tried - and I am not sure which one did it.

I contacted my host provider and told them to double check port 993. They said there wasn't anything blocking it, but they whitelisted it on their end.
I changed outlook.office365.com to ssl://outlook.office365.com

Not sure which one of those did it, but it's working now!

Thanks a bunch Kevin!

KevinTheJedi

need4swede

#2 was already happening automatically as when you use 993 we automatically append ssl:// to the hostname (as you can see from the earlier errors). So I’m betting the port was blocked on the host's end. Glad that’s working!

That is very strange. So let me see if I understand your email setup correctly. You have a singular email address called "support@company.com" (for the sake of this example) that has IMAP and SMTP configured in the helpdesk. Users send an email to support@company.com, their email is fetched via IMAP, and creates a Ticket. An Agent replies to the Ticket from support@company.com (confirmed by looking at the From email above the Reply box). The User receives that reply from support@company.com, replies directly to that response, the User's reply gets delivered directly to the support@company.com inbox (not forwarded or anything), and the system doesn’t fetch it. Am I correct? Can you please validate that the reply from the Agent comes from the same email used to fetch? Can you also confirm the user's reply goes directly to the email's inbox with no special rules, header changes, etc.?

Cheers.

need4swede

Hi Kevin,

The email fetching is working as intended now!
User sends email to support@company.com == creates new ticket
User replies via email to a response from support@company.com == appends reply to ticket
Agent replies to a user's reply, via email == agent's reply gets appended to the ticket
And using the helpdesk to reply / create a ticket works ok.

BUT there is one issue! Email replies don't create notifications.

Example scenario:
Ticket exists. One agent replies to the ticket by replying to support@company.com
The ticket gets appended with the agent's email reply, but the user never gets a notification that a new message was posted. The same goes the other way - if a user replies via email, their reply does get appended to the ticket, but agents don't receive an email that a new reply has been posted.

This is the inverse of my original problem!

How can I have an email notifications sent out whenever someone (agent or user) replies to a ticket via email?

Thanks!

KevinTheJedi

need4swede

Agents simply cannot reply via email; they must login to the helpdesk and reply from the system.

For New Message Alerts please check to make sure this alert is enabled (Admin Panel > Settings > Tickets > Alerts and Notices > New Message Alert). The only people that can receive New Message Alerts are Last Respondent (last responding Agent), Assigned Agent/Team, Department Manager, and/or Organization Account Manager.

References:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

need4swede

KevinTheJedi

Hi Kevin,

I shared a screenshot of my settings above. Agents also have 'Alerts' checked in their accounts, under teams.

I didn't know agents couldn't reply via email, but that makes sense. Is that so nobody can spoof headers and send email to support@company.com? I'm guessing there's some security reason for it.

I do get a notification when a user responds (via email and via helpdesk), but currently only I do (as the admin), but none of my agents do. Am I missing a setting somewhere, perhaps?

KevinTheJedi

@need4swede

Yes, mainly security reasons so no one can masquerade an Agent. With this requirement they have to authenticate themselves before replying so you know it’s them (unless their account has been compromised but that’s a much deeper issue).

As described above the only recipients for this alert is Last Respondent (last responding Agent), Assigned Agent/Team, Department Manager, and/or Organization Account Manager. So if they are not one of these they will not get the New Message Alert. Best thing to do would be create a team and assign it to the team so everyone in the team gets the alert.

Cheers.

DBMandrake

@KevinTheJedi

I've just noticed in testing that while an agent replying directly to the new message notification email does not cause the ticket system to send an email back to the ticket owner, it does still log the response in the ticket, and this response can be viewed by the ticket owner if they log into the web interface.

Is this expected behaviour ?

KevinTheJedi

DBMandrake

Yes that is expected behavior. Agents must reply within the help desk. They cannot reply via email.

Cheers.

DBMandrake

KevinTheJedi I think you missed my point - if an agent does reply by email it gets recorded in the ticket even though an email isn't sent to the ticket owner.

In other threads I've seen it stated a few times that an agent replying by email only creates an "internal note" (eg something other agents can view, but ticket owners cannot) however in my testing it does not create an internal note, it actually adds a response to the ticket that the ticket owner can view through the web interface.

This is what does not seem to be correct.

KevinTheJedi

DBMandrake

A Reply or a Message? Those are two entirely different things. Reply = Agent and Message = User. If the banner is orange it's a Reply; if blue then Message.

Regardless of how the Agent's email is perceived within the helpdesk it will not send an alert to the User. Again, Agents have to reply within the system; they cannot reply via email. This is intended functionality.

Cheers.