Creating a Ticket via Email

Muneer-Jahangeer

Dear Support,

I referred to this link to set up this task - https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html.

As suggested by the link, the recommended path to enable routing incoming email is through the Admin panel -> Settings -> Email -> check the box for Email Fetching to enable it.

Unfortunately, I couldn't find the email option under the Settings tab. Instead, I navigated to an alternate location: Admin panel -> Emails -> Settings, where I enabled the Email Fetching option.

later, I encountered difficulty following the remaining instructions as the given locations were not available in my admin panel, or I may have made a mistake. Could you please redirect me to an updated link, or it would be greatly appreciated if you could provide step-by-step instructions for configuring this email setup?

Thank you in advance.

KevinTheJedi

Muneer-Jahangeer

You need to enable email fetching under Admin Panel > Emails > Settings. Then you can setup a cron job like this:

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

Then you can follow the below guide to add a system email and configure fetching/sending:

https://docs.osticket.com/en/latest/Admin/Emails/Emails.html

Note:
You are correct in that that page specifically is a bit behind. We will be making docs updates soon.

Cheers.

Muneer-Jahangeer

KevinTheJedi

Yes, i followed the same link for initial config,

I don't see the checkbox for 'Enable POP/IMAP email fetch.' Instead, I only see 'Email fetching,' which is already enabled

Before adding the command line to the Task Scheduler for the Recurring Tasks Scheduler (Cron Job), I ran the following command line: 'c:\php\bin\php.exe c:\website\osticket\api\cron.php' to test its functionality. Below is the response I got,

Is this expected?

and enabled the API key, (enabled both EXTERNAL TRIGGERING USING WGET and AUTO CRON for testing but looks like wget is not installed. do we need to install this plugin?)

Before proceeding to the next page of the provided link, could you please confirm if the above steps are correct or if I missed something?

KevinTheJedi

Muneer-Jahangeer

You do not need an API Key unless you are triggering cron from outside the server. If you are executing cron locally (which you are) all you need is the cron job itself (on the server) and the Admin Panel > Emails > Settings > Email Fetching > Enabled setting checked (enabled).

As far as the cron output it seems like your PHP INI/modules has misconfigurations or something and it's throwing errors/warnings. Those messages have nothing to do with osTicket though.

Cheers.

Muneer-Jahangeer

KevinTheJedi

Thank you for your prompt response. Once the email ticketing system is functioning correctly, I will remove the API key

I believe I've successfully completed the setup for the first link. Following your suggestion, I'm now attempting to configure the email using the settings provided below, but encountered an error,

Please note : i have given correct details in idP config tab

KevinTheJedi

Muneer-Jahangeer

The error states that SSL is disabled in your install of PHP. It seems you just need to install/enabled the php-openssl extension. If all else fails you should reach out to your server admin and/or hosting provider for further assistance.

Cheers.

Muneer-Jahangeer

KevinTheJedi

Fab!

After enabling the OpenSSL extension, I was able to configure the remote mailbox successfully, but when I enabled the email fetching option, I encountered an error,

KevinTheJedi

Muneer-Jahangeer

Then I suspect the account you used doesn’t have the appropriate permissions to authenticate on behalf of the shared mailbox. Did you add the account you authorized to the Send as and Read and Manage permissions for the shared mailbox?

Cheers.

ramrajone

Muneer-Jahangeer
If, all account info is correct and permission is. It could be a cache issue you could try another browser or another option would be to delete the email and re-add it.

Muneer-Jahangeer

KevinTheJedi

I added my logged-in account to all three mailbox permissions and enabled it again, but the same issue persists.

My default email is not shared. just a active o365 user.

KevinTheJedi

Muneer-Jahangeer

Do you have the IMAP permission allowed for the shared mailbox?

Cheers.

Muneer-Jahangeer

KevinTheJedi

Note: My default email is not shared. just a active o365 user.
Yes, IMAP and other options are already enabled,

KevinTheJedi

Muneer-Jahangeer

Did you sign in to the email you configured in osTicket when redirected to Microsoft? Does the Resource Owner in the Token tab of the OAuth2 Config popup match the email in osTicket?

Did you enable the two checkboxes for Access Tokens and ID tokens in the App Registration?

Cheers.

Muneer-Jahangeer

KevinTheJedi

Sorry for the delayed response as my shift just started.

No, sorry, I'm using a different admin Azure sign-in to log into OSticket. When accessing the OAuth2-Microsoft configuration, it doesn't prompt for login; instead, it directly leads to the OAuth2 authorization page. Do we need to configure the remote mailbox using the correct resource owner? Also, I noticed that the token expired yesterday but wasn't auto-refreshed

Also i just enabled Access tokens and ID tokens in Azure App registration section.

KevinTheJedi

Muneer-Jahangeer

Then try to re-authorize and make sure you have a running cron that works.

Cheers.

Muneer-Jahangeer

KevinTheJedi

When I clicked submit, the token renewed only for one hour. so I have adjusted the task scheduler to run every hour and repeat daily. I will provide feedback after one hour to confirm whether the cron task scheduler is running successfully

but remote mailbox is still failing,

KevinTheJedi

Muneer-Jahangeer

Then you need to check the authentication logs on the Microsoft side to see why it’s failing.

I will say that if the resource owner does not match the email you are configuring in osTicket then you should add the resource owner to the "Send As" and "Read And Manage" permissions of the email you are configuring in osTicket (within the exchange admin center or normal admin center).

Cheers.