Some ticket is not generated through Email

binaldave028

I have facing some issue with creating ticket.

From the previous version(V1.15) it's working properly. But after upgrading I am facing Issue like some tickets are not generated in osticket.

Till now I am facing below issue two times:

Ticket request at 02:51 but ticket was not created until he sent followup email at 03:25
some tickets are getting created after 5-30 minutes.
also ticket transfer email alert email is received late.

In Email setting For Incoming email Fetch on auto-cron is enable.

Thanks

KevinTheJedi

binaldave028

You need a cron job setup on your server, you need to then disable Autocron, just Enable Email Fetching, and retest.

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

Cheers.

binaldave028

But How it is work fine on previous versions without cron?

KevinTheJedi

binaldave028

Not sure, maybe you had more agent activity, etc.? The way to consistently fetch mail (even when no one is logged in) is to have a Cron Job/Scheduled Task setup (as the referenced documentation explains).

Cheers.

binaldave028

Ok Thanks, and what is the possibility of delay of recived email like sometimes i received email late 20-30 min?

Is it also resolved with cron?

KevinTheJedi

binaldave028

Yes, a cron will trigger the fetch sequence consistently during whatever period you set (ie. every 5 minutes, etc.).

Cheers.

binaldave028

Thanks. I checked the documentation which you provide . But I am new with cron. so i am not able to get it how to configure cron or in which file what need to change.

I am using apache server php 8.2

can you please provide me some link that have detailed information about how to set up cron.

KevinTheJedi

binaldave028

The documentations referenced above shows examples for a Cron Job (Linux) and Scheduled Task (Windows); like here:

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

Keep in mind that the above are purely examples meaning you'll need to replace the paths to PHP and the osTicket cron file to the specific paths on your server.

If you need further information/guidance I'd recommend Googling the steps. The specific instructions can depend on different factors like your server type (ie. Linux vs Windows), how your PHP is installed, etc.

Cheers.