POP/IMAP Polling and Auto Cron

rowlandan25

Good Morning,

I have spent a good part of the morning scouring the internet and forums here to see if I could find the answer to my problem, but have been unable to do so :. Here's the problem:

When a user submits a ticket, they get a email from OSTicket (support@domain.org), like normal. If a user then replies to that email to add additional information, everything works great. However, if a user emails directly to the email address with a new ticket (not in reply to an already created ticket), OSTicket will not grab that email out of the inbox. We get Mail Fetch Errors until I go in and remove the email.

We have been using the POP/IMAP Polling based on user activity and with this issue I began playing with the Auto Cron. However even that does not work. I ran the command:

php -c /usr/local/php5/lib/php.ini /web/.../api/cron.php

With this, I get a mail fetch error and the message is not moved out of the inbox.

While working on this, I tried replying to an email for a ticket I created. This left the ticket reply email and the new ticket email in the inbox. When I ran cron.php, it pulled the reply email, left the new ticket email, and gave a mail fetch error.

System Info:

OS: Ubuntu Server 12.04

OS Ticket Version: 1.7

Any help with this problem would be greatly appreciated!

Andy

rowlandan25

php info p1

PHP Version => 5.3.10-1ubuntu3.6

System => Linux support 3.2.0-29-generic #46-Ubuntu SMP Fri Jul 27 17 UTC 2012 x86_64

Build Date => Mar 11 2013 14

Server API => Command Line Interface

Virtual Directory Support => disabled

Configuration File (php.ini) Path => /etc/php5/cli

Loaded Configuration File => /etc/php5/cli/php.ini

Scan this dir for additional .ini files => /etc/php5/cli/conf.d

Additional .ini files parsed => /etc/php5/cli/conf.d/apc.ini,

/etc/php5/cli/conf.d/gd.ini,

/etc/php5/cli/conf.d/imap.ini,

/etc/php5/cli/conf.d/mcrypt.ini,

/etc/php5/cli/conf.d/mysql.ini,

/etc/php5/cli/conf.d/mysqli.ini,

/etc/php5/cli/conf.d/pdo.ini,

/etc/php5/cli/conf.d/pdo_mysql.ini

PHP API => 20090626

PHP Extension => 20090626

Zend Extension => 220090626

Zend Extension Build => API220090626,NTS

PHP Extension Build => API20090626,NTS

Debug Build => no

Thread Safety => disabled

Zend Memory Manager => enabled

Zend Multibyte Support => disabled

IPv6 Support => enabled

Registered PHP Streams => https, ftps, compress.zlib, compress.bzip2, php, file, glob, data, http, ftp, zip, phar

Registered Stream Socket Transports => tcp, udp, unix, udg, ssl, sslv3, tls

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APC Support => disabled

Version => 3.1.7

APC Debugging => Disabled

MMAP Support => Enabled

MMAP File Mask =>

Locking type => pthread mutex Locks

Serialization Support => broken

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Build Date => May 2 2011 19

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apc.num_files_hint => 1000 => 1000

apc.preload_path => no value => no value

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apc.rfc1867_prefix => upload_ => upload_

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apc.shm_size => 32M => 32M

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bz2

BZip2 Support => Enabled

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calendar

Calendar support => enabled

Core

PHP Version => 5.3.10-1ubuntu3.6

Directive => Local Value => Master Value

allow_call_time_pass_reference => Off => Off

allow_url_fopen => On => On

allow_url_include => Off => Off

always_populate_raw_post_data => Off => Off

arg_separator.input => & => &

arg_separator.output => & => &

asp_tags => Off => Off

auto_append_file => no value => no value

auto_globals_jit => On => On

auto_prepend_file => no value => no value

browscap => no value => no value

default_charset => no value => no value

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disable_classes => no value => no value

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error_append_string => no value => no value

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error_prepend_string => no value => no value

error_reporting => 22527 => 22527

exit_on_timeout => Off => Off

expose_php => On => On

extension_dir => /usr/lib/php5/20090626 => /usr/lib/php5/20090626

file_uploads => On => On

highlight.bg => #FFFFFF => #FFFFFF

highlight.comment => #FF8000 => #FF8000

highlight.default => #0000BB => #0000BB

highlight.html => #000000 => #000000

highlight.keyword => #007700 => #007700

highlight.string => #DD0000 => #DD0000

html_errors => Off => Off

ignore_repeated_errors => Off => Off

ignore_repeated_source => Off => Off

ignore_user_abort => Off => Off

implicit_flush => On => On

include_path => .:/usr/share/php:/usr/share/pear => .:/usr/share/php:/usr/share/pear

log_errors => On => On

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magic_quotes_sybase => Off => Off

mail.add_x_header => On => On

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mail.log => no value => no value

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register_long_arrays => Off => Off

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report_zend_debug => Off => Off

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SMTP => localhost => localhost

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track_errors => Off => Off

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user_dir => no value => no value

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y2k_compliance => On => On

zend.enable_gc => On => On

ctype

ctype functions => enabled

date

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"Olson" Timezone Database Version => 0.system

Timezone Database => internal

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Directive => Local Value => Master Value

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DBA support => enabled

Supported handlers => cdb cdb_make db4 inifile flatfile

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dom

DOM/XML => enabled

DOM/XML API Version => 20031129

libxml Version => 2.7.8

HTML Support => enabled

XPath Support => enabled

XPointer Support => enabled

Schema Support => enabled

RelaxNG Support => enabled

ereg

Regex Library => Bundled library enabled

exif

EXIF Support => enabled

EXIF Version => 1.4 $Id: exif.c 321634 2012-01-01 13 felipe $

Supported EXIF Version => 0220

Supported filetypes => JPEG,TIFF

Directive => Local Value => Master Value

exif.decode_jis_intel => JIS => JIS

exif.decode_jis_motorola => JIS => JIS

exif.decode_unicode_intel => UCS-2LE => UCS-2LE

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exif.encode_unicode => ISO-8859-15 => ISO-8859-15

fileinfo

fileinfo support => enabled

version => 1.0.5-dev

filter

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Revision => $Revision: 321634 $

Directive => Local Value => Master Value

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ftp

FTP support => enabled

gd

GD Support => enabled

GD Version => 2.0

FreeType Support => enabled

FreeType Linkage => with freetype

FreeType Version => 2.4.8

T1Lib Support => enabled

GIF Read Support => enabled

GIF Create Support => enabled

JPEG Support => enabled

libJPEG Version => unknown

PNG Support => enabled

libPNG Version => 1.2.46

WBMP Support => enabled

Directive => Local Value => Master Value

gd.jpeg_ignore_warning => 0 => 0

gettext

GetText Support => enabled

hash

hash support => enabled

Hashing Engines => md2 md4 md5 sha1 sha224 sha256 sha384 sha512 ripemd128 ripemd160 ripemd256 ripemd320 whirlpool tiger128,3 tiger160,3 tiger192,3 tiger128,4 tiger160,4 tiger192,4 snefru sn

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2,5 haval224,5 haval256,5

iconv

iconv support => enabled

iconv implementation => glibc

iconv library version => 2.15

Directive => Local Value => Master Value

iconv.input_encoding => ISO-8859-1 => ISO-8859-1

iconv.internal_encoding => ISO-8859-1 => ISO-8859-1

iconv.output_encoding => ISO-8859-1 => ISO-8859-1

imap

IMAP c-Client Version => 2007e

SSL Support => enabled

Kerberos Support => enabled

rowlandan25

php info p2

mbstring

Multibyte Support => enabled

Multibyte string engine => libmbfl

HTTP input encoding translation => disabled

mbstring extension makes use of "streamable kanji code filter and converter", which is distributed under the GNU Lesser General Public License version 2.1.

Multibyte (japanese) regex support => enabled

Multibyte regex (oniguruma) backtrack check => On

Multibyte regex (oniguruma) version => 4.7.1

Directive => Local Value => Master Value

mbstring.detect_order => no value => no value

mbstring.encoding_translation => Off => Off

mbstring.func_overload => 0 => 0

mbstring.http_input => pass => pass

mbstring.http_output => pass => pass

mbstring.http_output_conv_mimetypes => ^(text/|application/xhtml\+xml) => ^(text/|application/xhtml\+xml)

mbstring.internal_encoding => no value => no value

mbstring.language => neutral => neutral

mbstring.strict_detection => Off => Off

mbstring.substitute_character => no value => no value

mcrypt

mcrypt support => enabled

mcrypt_filter support => enabled

Version => 2.5.8

Api No => 20021217

Supported ciphers => cast-128 gost rijndael-128 twofish arcfour cast-256 loki97 rijndael-192 saferplus wake blowfish-compat des rijndael-256 serpent xtea blowfish enigma rc2 tripledes

Supported modes => cbc cfb ctr ecb ncfb nofb ofb stream

Directive => Local Value => Master Value

mcrypt.algorithms_dir => no value => no value

mcrypt.modes_dir => no value => no value

mhash

MHASH support => Enabled

MHASH API Version => Emulated Support

mysql

MySQL Support => enabled

Active Persistent Links => 0

Active Links => 0

Client API version => 5.5.29

MYSQL_MODULE_TYPE => external

MYSQL_SOCKET => /var/run/mysqld/mysqld.sock

MYSQL_INCLUDE => -I/usr/include/mysql

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mysql.allow_persistent => On => On

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mysql.default_host => no value => no value

mysql.default_password => no value => no value

mysql.default_port => no value => no value

mysql.default_socket => /var/run/mysqld/mysqld.sock => /var/run/mysqld/mysqld.sock

mysql.default_user => no value => no value

mysql.max_links => Unlimited => Unlimited

mysql.max_persistent => Unlimited => Unlimited

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mysqli

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Client API library version => 5.5.29

Active Persistent Links => 0

Inactive Persistent Links => 0

Active Links => 0

Client API header version => 5.5.29

MYSQLI_SOCKET => /var/run/mysqld/mysqld.sock

Directive => Local Value => Master Value

mysqli.allow_local_infile => On => On

mysqli.allow_persistent => On => On

mysqli.default_host => no value => no value

mysqli.default_port => 3306 => 3306

mysqli.default_pw => no value => no value

mysqli.default_socket => /var/run/mysqld/mysqld.sock => /var/run/mysqld/mysqld.sock

mysqli.default_user => no value => no value

mysqli.max_links => Unlimited => Unlimited

mysqli.max_persistent => Unlimited => Unlimited

mysqli.reconnect => Off => Off

openssl

OpenSSL support => enabled

OpenSSL Library Version => OpenSSL 1.0.1 14 Mar 2012

OpenSSL Header Version => OpenSSL 1.0.1 14 Mar 2012

pcntl

pcntl support => enabled

pcre

PCRE (Perl Compatible Regular Expressions) Support => enabled

PCRE Library Version => 8.12 2011-01-15

Directive => Local Value => Master Value

pcre.backtrack_limit => 1000000 => 1000000

pcre.recursion_limit => 100000 => 100000

PDO

PDO support => enabled

PDO drivers => mysql

pdo_mysql

PDO Driver for MySQL => enabled

Client API version => 5.5.29

Directive => Local Value => Master Value

pdo_mysql.default_socket => /var/run/mysqld/mysqld.sock => /var/run/mysqld/mysqld.sock

Phar

Phar: PHP Archive support => enabled

Phar EXT version => 2.0.1

Phar API version => 1.1.1

SVN revision => $Revision: 321634 $

Phar-based phar archives => enabled

Tar-based phar archives => enabled

ZIP-based phar archives => enabled

gzip compression => enabled

bzip2 compression => enabled

Native OpenSSL support => enabled

Phar based on pear/PHP_Archive, original concept by Davey Shafik.

Phar fully realized by Gregory Beaver and Marcus Boerger.

Directive => Local Value => Master Value

phar.cache_list => no value => no value

phar.readonly => On => On

phar.require_hash => On => On

posix

Revision => $Revision: 321634 $

Reflection

Reflection => enabled

Version => $Revision: 321634 $

session

Session Support => enabled

Registered save handlers => files user

Registered serializer handlers => php php_binary wddx

Directive => Local Value => Master Value

session.auto_start => Off => Off

session.bug_compat_42 => Off => Off

session.bug_compat_warn => Off => Off

session.cache_expire => 180 => 180

session.cache_limiter => nocache => nocache

session.cookie_domain => no value => no value

session.cookie_httponly => Off => Off

session.cookie_lifetime => 0 => 0

session.cookie_path => / => /

session.cookie_secure => Off => Off

session.entropy_file => no value => no value

session.entropy_length => 0 => 0

session.gc_divisor => 1000 => 1000

session.gc_maxlifetime => 1440 => 1440

session.gc_probability => 0 => 0

session.hash_bits_per_character => 5 => 5

session.hash_function => 0 => 0

session.name => PHPSESSID => PHPSESSID

session.referer_check => no value => no value

session.save_handler => files => files

session.save_path => /var/lib/php5 => /var/lib/php5

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shmop

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SimpleXML

Simplexml support => enabled

Revision => $Revision: 321634 $

Schema support => enabled

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Soap Server => enabled

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soap.wsdl_cache_limit => 5 => 5

soap.wsdl_cache_ttl => 86400 => 86400

sockets

Sockets Support => enabled

SPL

SPL support => enabled

Interfaces => Countable, OuterIterator, RecursiveIterator, SeekableIterator, SplObserver, SplSubject

Classes => AppendIterator, ArrayIterator, ArrayObject, BadFunctionCallException, BadMethodCallException, CachingIterator, DirectoryIterator, DomainException, EmptyIterator, FilesystemIterat

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standard

Dynamic Library Support => enabled

Path to sendmail => /usr/sbin/sendmail -t -i

Directive => Local Value => Master Value

assert.active => 1 => 1

assert.bail => 0 => 0

assert.callback => no value => no value

assert.quiet_eval => 0 => 0

assert.warning => 1 => 1

auto_detect_line_endings => 0 => 0

default_socket_timeout => 60 => 60

from => no value => no value

safe_mode_allowed_env_vars => PHP_ => PHP_

safe_mode_protected_env_vars => LD_LIBRARY_PATH => LD_LIBRARY_PATH

url_rewriter.tags => a=href,area=href,frame=src,input=src,form=fakeentry => a=href,area=href,frame=src,input=src,form=fakeentry

user_agent => no value => no value

sysvmsg

sysvmsg support => enabled

Revision => $Revision: 321634 $

tokenizer

Tokenizer Support => enabled

wddx

WDDX Support => enabled

WDDX Session Serializer => enabled

xml

XML Support => active

XML Namespace Support => active

libxml2 Version => 2.7.8

xmlreader

XMLReader => enabled

xmlwriter

XMLWriter => enabled

zip

Zip => enabled

Extension Version => $Id: php_zip.c 321634 2012-01-01 13 felipe $

Zip version => 1.9.1

Libzip version => 0.9.0

zlib

ZLib Support => enabled

Stream Wrapper support => compress.zlib://

Stream Filter support => zlib.inflate, zlib.deflate

Compiled Version => 1.2.1.1

Linked Version => 1.2.3.4

Directive => Local Value => Master Value

zlib.output_compression => Off => Off

zlib.output_compression_level => -1 => -1

zlib.output_handler => no value => no value

Additional Modules

Module Name

readline

sysvsem

sysvshm

jared@osticket.com

Would you mind submitting the entire raw email of one of the mails that the system will not fetch? I need the headers and all the body sections.

rowlandan25

Delivered-To: technology@wwusd.org

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From: "Andy Rowland" <andy@wwusd.org>

To: "'WUSD Technology Support'" <technology@wwusd.org>

Subject: Test2

Date: Wed, 4 Sep 2013 14 -0500

Message-ID: <013501cea9a2$7f1a9e10$7d4fda30$@wwusd.org>

MIME-Version: 1.0

Content-Type: multipart/alternative;

boundary="----=_NextPart_000_0136_01CEA978.9644E430"

X-Mailer: Microsoft Outlook 15.0

Thread-Index: Ac6pontCqAFruGctRISvtY0d9EAmQg==

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This is a multipart message in MIME format.

------=_NextPart_000_0136_01CEA978.9644E430

Content-Type: text/plain;

charset="US-ASCII"

Content-Transfer-Encoding: 7bit

This is a test message.

 Have a great day!
 Andy Rowland
Technician
x8716
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	{font-family:"Cambria Math";
	panose-1 4 5 3 5 4 6 3 2 4;}
<USERMENTION username="font-face">@font-face</USERMENTION>
	{font-family;
	panose-1 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
	{margin;
	margin-bottom:.0001pt;
	font-size.0pt;
	font-family:"Calibri","sans-serif";}
a, span.MsoHyperlink
	{mso-style-priority;
	color:#0563C1;
	text-decoration;}
a, span.MsoHyperlinkFollowed
	{mso-style-priority;
	color:#954F72;
	text-decoration;}
span.EmailStyle17
	{mso-style-type-compose;
	font-family:"Calibri","sans-serif";
	color;}
.MsoChpDefault
	{mso-style-type-only;
	font-family:"Calibri","sans-serif";}
<USERMENTION username="page">@page</USERMENTION> WordSection1
	{size.5in 11.0in;
	margin.0in 1.0in 1.0in 1.0in;}
div.WordSection1
	{page;}
</style>><xml>
<o v=3D"edit" spidmax=3D"1026" />
</xml>&lt;!<>&gt;<xml>
<o v=3D"edit">
<o v=3D"edit" data=3D"1" />
</o></xml>&lt;!<</head>&gt;<body lang=3DEN-US =
link=3D"#0563C1" vlink=3D"#954F72"><div class=3DWordSection1><p =
class=3DMsoNormal>This is a test message.<o></o></p><p =
class=3DMsoNormal><o>&nbsp;</o></p><p class=3DMsoNormal>Have a great =
day!<o></o></p><p class=3DMsoNormal><o>&nbsp;</o></p><p =
class=3DMsoNormal>Andy Rowland<o></o></p><p =
class=3DMsoNormal>WUSD<o></o></p><p =
class=3DMsoNormal>Technician<o></o></p><p =
class=3DMsoNormal>x8716<o></o></p><p =
class=3DMsoNormal><o>&nbsp;</o></p></div></body></html>
------=_NextPart_000_0136_01CEA978.9644E430--

ntozier

Also what is Admin panel -> Settings -> Tickets -> Maximum Open Tickets: set to?

rowlandan25

Also what is Admin panel -> Settings -> Tickets -> Maximum Open Tickets: set to?

This is set to 0