Fetching mail with Office365

micormani

It's not a first post on this argument.
I've read all posts but I don't find answers.
I've installed my first OsTicket:

I've configure Mail Account whit a license of Office265 Plan 1.
I'v setup email step by step with the guide: https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Authorization%20Guide.html
I've put some parameter like:
REMOTE MAILBOX
Hostname outlook.office365.com
Port 993
Protocol IMAP
Authentication OAuth2 - Microsoft
OUTGOING SMTP
Hostname smtp.office365,com
Port 587
Authentication "Same as Remote Mailbox"

I could send mail, by Diagnostic or in automatic mode.
I can't reread emails from the mailbox in any way.

The "cron" job work every 1 minute but don't read any mail.
I tried the combination of all the possible settings such as: move/delete/ignore the email; fetch auto-cron enabled or not.
The token is valid and it couldn't be otherwise given that it works on output.
I found trace of automatic operations in syslog, very little actually.
Jan 15 16:00:01 osticket CRON[14847]: (nobody) CMD (^I/usr/bin/php /var/www/html/api/cron.php) Jan 15 16:01:01 osticket CRON[14850]: (nobody) CMD (^I/usr/bin/php /var/www/html/api/cron.php) Jan 15 16:02:01 osticket CRON[14855]: (nobody) CMD (^I/usr/bin/php /var/www/html/api/cron.php) Jan 15 16:03:01 osticket CRON[14858]: (nobody) CMD (^I/usr/bin/php /var/www/html/api/cron.php) Jan 15 16:04:01 osticket CRON[14861]: (nobody) CMD (^I/usr/bin/php /var/www/html/api/cron.php)

How can I debug the problem more? What are the logs where I can find any errors?

I thank in advance everyone who can/will help me

ntozier

I would look at the PHP error logs first.
Next you would need to look at the logs on your mailserver, or this case Exchange online in M365.
It could be that the account that you have setup does not have access to the IMAP protocol.
Since you can send it sounds like authentication is setup correctly.
Does the account have access to the mailbox?
Is there any mail in the mailbox?

micormani

I can't find any trace in the php logs.
From the Office365 logs I don't see the (non-interactive) requests which should be rather frequent as I can't find any trace in the firewall logs.
Only by doing a manual test (telnet) was I able to verify that the server is reachable on the firewall side and that the policies are correct.
I then disabled the cron activity and set the "Fetch on auto-cron" option because I doubt that the PHP script was somehow wrong and set "Do nothing" in the incoming email settings.
Obviously now I no longer have the "Cron Jobs" in the System Logs but I find "Auto Cron". The emails still don't arrive, no traffic on the firewall nor traces of the external IP used by the osticket system on Office365.
Of course yes, the emails on the account used are there and having never seen it work every now and then I send him one to test.

KevinTheJedi

micormani

Did you authenticate as the correct user when retrieving a token? Confirm this by clicking the Authentication Config button, in the popup select the Token tab, and see who the Resource Owner is. It should be the email address you are expecting to fetch from. If you don’t have a Token tab then you didn’t get a token successfully.

Did you configure OAuth2 for Remote Mailbox tab only and set SMTP to use Remote Mailbox Auth or did you set it up for both Remote Mailbox and Outgoing (SMTP) tabs?

Cheers.

micormani

In the Token tabs there is the correct address, the same that I had use for authentication.
In SMTP I've try with both case, actually I use "Remote Mailbox Auth".

Thanks

KevinTheJedi

micormani

Can you run cron manually to see if any errors are returned or if it reaches PHP max timeout, etc.?

Also, what do your Remote Mailbox settings look like for this email address? In your system logs do you see any Mail Fetcher errors?

Cheers.

micormani

I've currently abandoned the use of cron and I'm trying to make auto-cron work first, this should allow me to verify the functioning of settings/tokens/php etc.
There are absolutely no errors in the system log.
As mentioned, SMTP outgoing mail authentication uses the same authentication as IMAP and that works.

We have realigned the PHP installation now CLI and Apache both use 8.3 (previously on Apache there was 8.2.14).
Remote mailbox settings are:
host outlook.office365.com
port 993
protocol imap

The token expires periodically because it is not actually reading the mailbox but is automatically renewed as soon as the system needs to send an email.

KevinTheJedi

micormani

PHP 8.3 is not fully supported yet; you should stick with 8.2 for now. Right, I got that much from your posts above, but what are your Fetch Frequency, Emails Per Fetch, and Fetched Emails settings set to?

Also, testing with Cron is best as auto-cron does not run often enough for quick testing. It requires an Agent to be logged in and doing activity in the system. Whereas with Cron you can manually execute it over and over every minute (as long as your fetch frequency is set to 1 minute) and it does not require an Agent to be logged in at all.

Cheers.

micormani

Resolved.

while I was doing the tests, I verified several times that when activating the procedures with the system cron, the enable fetch flag of Remote Mailbox disappeared and I was convinced that it was somehow an alternative to the cron script.
Unfortunately I hadn't tried to activate it again so it didn't take much.
Everything works even though I'm using PHP 8.3.1 so at the moment I think I'll leave it like this, after nights of discussions we need a bit of peace. 🙂

I'm not clear exactly what the script set in cron does:
*/1 * * * * nobody /usr/bin/php /var/www/html/api/cron.php
Compared to the Fetch settings on the Remote Mailbox tab where for now I have set the check every 5 minutes.

Emails are downloaded every 5 minutes, this is evident.
If I had multiple emails the script would remain unique, right? So in the Mailboxes I could manage different times.

Thank you for all

KevinTheJedi

micormani

Well, it's a mix of the cron and the fetch frequency. At the top level, the system only triggers fetching when cron (or auto-cron) executes. When cron executes, the system will loop through each System Email that has fetching enabled and login to each (one at a time) to pull the mail from the configured Mail Folder to create Tickets.

So let's say you have two system emails: Email A and Email B. Now, let's say you have Email A frequency to 5 minutes and Email B frequency to 1 minute. Let's also say your cron job is set to execute every minute. Now, each time cron executes Email B will fetch emails however Email A will only fetch every 5 cron runs.

You can think of Fetch Frequency as a limiter on top of the cron job if that makes sense. I hope I explained that thoroughly enough.

Cheers.