Email fetching working after token refresh then stops

sp3ncerr

Hi Guys

So I had a few teething issues getting osticket functioning however after each success I am met with more obstacles, I have one hopefully last problem with our email fetching, we managed to get the email fetching working after some issues running the auto cron however, it seems to stop fetching after the oath token expires. When I hit save changes on the mailbox settings, the tickets from the previous day start coming through. Any ideas what this could be ?

As far as I understand the Oauth token is only needed to be active for the initial authentication so I am a little stuck as to why when I refresh it, the fetching starts working again. The certificate secret is set for 3 year expiry.

Thanks!

KevinTheJedi

sp3ncerr

What you set to expire in 2 years is the Client Secret. You use that in tandem with the other settings to retrieve an Access Token and a Refresh Token. The Access Tokens expire every hour or so and gets automatically refreshed each time it expires using the Refresh Token.

Do you have a cron job setup? If not that’s an issue. If so, what version of osTicket are you using and when did you download the plugin?

Cheers.

sp3ncerr

KevinTheJedi Thanks for the reply mate, we have a cron job set up as a scheduled task on the web server that is functioning, troubleshooted by disabling auto cron to ensure it was working. We are using v 1.18.1 and I downloaded the plugin a week ago.

KevinTheJedi

sp3ncerr

That’s interesting. Just wait and see if it happens again. Were there any account changes to the email? Any mail fetcher errors in your system logs?

Cheers.

sp3ncerr

KevinTheJedi No errors for us to go on unfortunately, we don't get anything other than cron job completed. When the token expires the mail stops fetching, and hitting submit on the mail config page refreshes the token and all our tickets come through.

KevinTheJedi

sp3ncerr

So when it happens look at the _email_account table specifically the last_error and last_error_msg columns.

Cheers.