Remote Mailbox is working intermittently

HariPrakash

Hi Team,
I noticed since last week that there's a delay in tickets created automatically when users send emails to the configured mailbox. Today, I noticed the tickets were created 3 days later. How to check if there's any error on the remote mailbox?

KevinTheJedi

HariPrakash

Check the system logs. Also check your cron job.

Cheers.

HariPrakash

KevinTheJedi I checked the system logs and it shows no recent error. May i know where i can check the cron job?

KevinTheJedi

HariPrakash

If you are running Linux you would need to check either the system cron tab or the user specific cron tab for the specific cron job for osTicket. If you are running windows then you would need to check the system Task Scheduler for the specific scheduled task for osTicket. When in doubt reach out to whomever setup osTicket and the mail configurations.

If you setup osTicket and don’t know about the cron job/scheduled task then it’s likely you never created one and would likely be the source of the problem. You can always review the documentation for setting up a cron job/scheduled task:

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

Cheers.

HariPrakash

KevinTheJedi I remember i set up auto-cron. Is there a way to view the logs?

KevinTheJedi

HariPrakash

You don’t “setup” auto cron and auto cron is not recommended for production use. Please review the documentation I linked above to setup a cron job.

Cheers.

HariPrakash

KevinTheJedi I have set up the cron job. Do you know the best practice to set up Triggers for osTicket?

Thanks.

KevinTheJedi

HariPrakash

What exactly do you mean by “triggers”?

Cheers.

HariPrakash

HariPrakash When I was setting up the cron job, I came across the steps in Task Scheduler, and one of the steps is to set up Triggers: "one time, daily, weekly, monthly."

KevinTheJedi

HariPrakash

It's up to you but the recommended is every 5 minutes indefinitely.

Cheers.

HariPrakash

KevinTheJedi I disabled auto cron and set up an external cron job. How do I check if it's working?

KevinTheJedi

HariPrakash

Set Default Log Level to DEBUG, save changes, wait for cron to run, check your system logs, and there should be entries stating the cron job executed. If not cron job entries in the logs then it’s not working.

Cheers.