Problens to download email to ticket - Microsoft 365

bfernandes

Hello everybody. I configured the email in office 365 correctly, a token was generated normally, however all emails remain in the inbox and are not being downloaded by the ticket system.

I checked the settings and it is set to download every 5 minutes, but it doesn't. no errors are generated.

I did the email sending test and was able to send it normally.

can you help me

KevinTheJedi

bfernandes

Did you enable fetching globally (Admin Panel > Emails > Settings > Email Fetching > Enable)? Did you create a cron job/scheduled task?

Resource:

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

Cheers.

bfernandes

KevinTheJedi Something is very strange. If I go to account configuration, save the settings and run the script via cron, the emails are downloaded and enter the ticket system.

However, the new emails are pending, so I have to access the email settings again, change anything, save and run cron to download.

I have already tested running cron without accessing the email settings and saving, and when I do this the emails are not downloaded.

And everything only works if it's via cron. Automatically by feth they do not download.

I've already redid the settings, deleted the emails and email instances and recreated them, but it's still the same thing.

I foud this in php error log:

[11-Jun-2024 21:44:56 UTC] PHP Fatal error: Uncaught Error: Call to a member function setConfigClass() on null in phar://D:/www/ticket/include/plugins/auth-oauth2.phar/oauth2.php:640
Stack trace:
#0 phar://D:/www/ticket/include/plugins/auth-oauth2.phar/oauth2.php(467): GenericEmailOauth2Provider->getPluginInstance()
#1 phar://D:/www/ticket/include/plugins/auth-oauth2.phar/oauth2.php(480): OAuth2ProviderBackend->getEmailAuthBackend()
#2 D:\www\ticket\include\class.email.php(907): OAuth2ProviderBackend->refreshAccessToken()
#3 D:\www\ticket\include\class.email.php(788): EmailAccount->getOAuth2AuthCredentials()
#4 D:\www\ticket\include\class.email.php(760): EmailAccount->getCredentials()
#5 D:\www\ticket\include\class.email.php(748): EmailAccount->getFreshCredentials()
#6 D:\www\ticket\include\class.email.php(474): EmailAccount->hasCredentials()
#7 D:\www\ticket\include\class.mailfetch.php(245): EmailAccount->isActive()
#8 D:\www\ticket\include\class.cron.php(25): osTicket\Mail\Fetcher::run()
#9 D:\www\ticket\include\class.cron.php(110): Cron::MailFetcher()
#10 D:\www\ticket\include\api.cron.php(15): Cron::run()
#11 D:\www\ticket\include\api.cron.php(45): CronApiController->run()
#12 D:\www\ticket\api\cron.php(23): LocalCronApiController::call()
#13 {main}
thrown in phar://D:/www/ticket/include/plugins/auth-oauth2.phar/oauth2.php on line 640

bfernandes

Yes, it is enable

KevinTheJedi

bfernandes

Ah, you have orphaned records in your database. You need to check the _plugin, _plugin_instance, _email_account, and _config table for any orphaned records relating to emails/accounts that do not exist or not in use.

Cheers.

bfernandes

KevinTheJedi Bom dia Kevin. Posso deletar todos e recriar, isso gera algum problema?

KevinTheJedi

bfernandes

It will cause potential issues.

Cheers.

bfernandes

KevinTheJedi Do you have a query to check what register os orphaned?

The join with all tables

KevinTheJedi

bfernandes

Unfortunately not. I do it by hand. It’s pretty easy once you lookup the email IDs and email account IDs.

Cheers.

bfernandes

I change some thing en database and now i dont need to access Email settings and save to run cron.php

There isnt error in php log, but is steel without fecth automatic. I need to run cron.php.

Does anybody have some suggestion?

Thanks
Bruno

KevinTheJedi

bfernandes

Check your system logs for any related errors. Check the mail configurations to see what folder you are fetching from and then login to the mailbox and check that folder to see if there is any mail there.

Cheers.