Ticket via email /solo Gmail/Outlook???

frogman968

Buongiorno.
Ho installato per la prima volta osTicket, tutto funziona tranne l'0impostazione della mail.
Vorrei poter rispondere via email ai ticket e/o vedere le risposte all'interno di osTicket.
Ho inserito i parametri IMAP di Aruba, nessuno errore ma non vedo altri messaggi se non quelli creati direttamente su osTicket.
Qualche suggerimento per un novizio abbastanza inesperto?

Grazie in anticipo

Saluti
Marco

KevinTheJedi

frogman968

To fetch mail to create Tickets and append new Messages to threads you need to make sure that you have Email Fetching enabled at the email level and at the system level (Admin Panel > Emails > Settings > Email Fetching). Then you need to ensure you have a cron job/scheduled task setup so that mail is automatically fetched on a schedule. Here is the documentation:

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

Now, for sending mail you need to configure SMTP which is in the Outgoing (SMTP) tab in the system email's configuration. Your email provider should be able to provide you with the needed information for that. Once SMTP is successfully configured you need to make sure you set this email as the Default System Email, Default Alert Email, and Default MTA under Admin Panel > Emails > Settings. If you add more system emails in the future you can change these settings and even configure specific emails for specific Departments (incoming and outgoing).

Cheers.

frogman968

KevinTheJedi
Thanks you for your reply.
I use an email account with my domain (not Gmail or Outlook) on Aruba.it
The outgoing email working, but if any customer reply via email, the tickets aren't updated with the new replies (none!); the same when i reply to a ticket from my email client (Mac OS mail).
No error displayed in the admin panel and no error log.

If the customer and me writing both using the system, all working well...
The diagnostic mail working without problems.
It is mandatory to use cron?

Sorry for my english... 🤗 i hope you understand everything...
Many thanks for helping me.

KevinTheJedi

frogman968

Yea it looks like you simply need to add a cron job.

Cheers.

frogman968

KevinTheJedi Nothing to do...i think i i'll use trought the browser interface...
Anyway thanks for your replies.

Best
Marco

KevinTheJedi

frogman968

You can enable fetch on auto-cron setting to fetch on auto cron but it’s not as frequent and only executes when an agent is logged in and doing activities. Cron Job fetches mail automatically on a schedule regardless of if anyone is signed in or not. It’s very easy to configure. I posted links to to docs above.

Cheers.

frogman968

KevinTheJedi Many thanks! Now everything working perfect! 👍
I hadn't marked automatic cron