KevinTheJedi
I'm one step further. I got access to the mailbox that we use for the ticket system. When I send a mail to this address it shows up in the inbox and disappears after the Cronjob has been executed. So apparently osTicket does fetch the mail but just doesn't create a new ticket.
Edit: Problem solved! After digging into the database I realised that the tickets DO get created. But they get the wrong department ID and don't show up in the frontend because of that. There is a second department configured that we no longer use (at least at the moment) so noone could see them.
I checked the config for the mail addresses, the correct department was selected. The issue was laying within the mail address. Our mail addresses always get an alias address with another domain (or maybe the addresses we use are actually the aliases, I don't know). The configured address was the one with the other domain so osTicket always placed the incoming mails in the first department it could find because the mail address did not match.
Maybe it would be helpful to add a second field to the configuration where we can add alias addresses that the system also checks?
Thanks again for your help!
