Question regarding Gmail Workspace and Tickets

notoffline

Hello, I would like to make it so any messages that are sent to my email, they should become automatically tickets in the osTicket System.

I have installed the OAuth Plugin and I registered the incoming and outgoing settings successfully.

The outgoing seems to be working just fine but I don't receive any tickets when someone sends a message in my email.

I have also enabled IMAP on my Google settings and I have turned on access for less secure applications.

Is there something that I am missing?

Thank you! 🙂

KevinTheJedi

notoffline

Enable fetching system-wide (Admin Panel > Emails > Settings) and setup a cron job or scheduled task:

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

Cheers.

notoffline

I have done both of those things also. (I also set up a cron job on my cPanel account)

Could it be because I am using a completely different email for the admin address? The alert and the system email is the google workspace one I am interested in, but as admin email I have used another one that's not google workspace related.

KevinTheJedi

notoffline

Admin email has nothing to do with it. Admin email is the address the admin alerts will be sent to (like system errors, database errors, excessive login attempts, etc.).

Have you checked your System Logs for any Mail Fetcher errors?

Are you certain the cron job is setup and working properly? Did you testing it by running it manually? You can also set your Default Log Level to DEBUG, wait for cron to execute, then check your system logs for a Cron Job message that states the cron job executed successfully via CLI.

Cheers.

notoffline

Something is not right with auto cron I think.

I made it so it runs every 5 minutes but nothing really happens.

As you can it run after 8 minutes and then it didn't run ever since. I will contact the hosting provider and see if I get can get more information about this.

notoffline

Also, this might be silly, but I just made a ticket and it was sent to the Admin Email and not the System Email which is the Google Workspace one.

I have also checked all the boxes below and still not alert on the Google Workspace email.

KevinTheJedi

notoffline

So I must be confused on your original request. What you are wanting is the alerts be sent to a specific email correct? If so that’s just simply an Agent. Agents and Admin get alerts (as well as users if enabled). A System Email (an email added under Admin Panel > Emails > Emails) is used to retrieve emails sent by users to create tickets or to send the alerts to the users/agents.

Cheers.

notoffline

I think I got myself confused, my apologies.

I have an email that is on Google Workspace, let's say it's support@test.com (to avoid real emails etc).

Usually my clients send their request to that email so what I want is when a client sends to that email, automatically the system creates a ticket.

I thought that if someone requests a ticket from the platform, it would send to that email also automatically. So I guess I got myself confused for no reason.

KevinTheJedi

notoffline

Yea, so in that case once the user requests a ticket from the platform itself then all the system email would do is send an alert to the user (if enabled) and the Agents/Admin (if enabled).

Cheers.

KevinTheJedi

notoffline

Oh, also, disable the auto-cron setting if you have a working Cron Job. Auto-Cron is only used if you don't have a Cron Job setup. If you have both enabled and running you will have overlapping data, duplicate Tickets, etc.

Cheers.

notoffline

So I managed to set up the cron job and its executing successfully. I have no errors on my log that I created on my cpanel folder and I still get no tickets created when someone sends an email on my Google Workspace.

KevinTheJedi

notoffline

Are you fetching from the correct folder? Are you certain you’re able to save the system email successfully with the remote mailbox tab status set to enabled? When retrieving a token did you authorize as the system email itself or a different account?

Are you sure you have access to every department to see if maybe they are being created in a department you don’t have access to ergo you wouldn’t see them?

Cheers.

notoffline

I have left the folder option as blank thinking it should automatically grab from the inbox folder. Should I enter "Inbox"?

The token is retrieved successfully from the same System Email yes. Right now I am logged in though with the Admin Email which is different, I don't know if that makes any difference, I guess not?

Yes I checked the departments, I also checked the ticket table via phpmyadmin hoping they are saved there but nothing.

Maybe I should re-install the application. Right now it's in a subdomain, support.example.com, so manybe that could be an issue?

I will try to redo it all again with a different version maybe.

Thank you regardless. 🙂

KevinTheJedi

notoffline

If left empty it will fetch from the inbox, yes.

It doesn’t matter who you’re logged in as in osTicket.

Subdomain doesn’t matter; only thing it matters for is sessions and links.

What version are you trying to use exactly? v1.18.1 is the latest version.

If you run the cron command manually on the server do you get any errors or any output at all or is it blank (no output)? Lastly, can you try disabling the Verify Email Addresses setting under Admin Panel > Emails > Settings and retest?

Cheers.