New install, emails have gone missing

ColorFlakes

I'm working with a new installation of osTicket. Things seemed to be going well up until a bit ago when emails stopped producing tickets. Not only that, but the emails are being deleted from my IMAP server (MS Exchange online.)

Email fetching is setup to check every 5 minutes and move the emails to another folder. That was happening as it should and now all of the sudden the emails are being deleted from the Inbox on the IMAP server. They are not being moved to the designated folder nor are they showing up in my install of osTicket. Is there a log somewhere that will give me some idea of what's happening?

KevinTheJedi

ColorFlakes

Did you not read the Requirements/Prerequisites before installing? PHP 8.3 is not yet supported. Likely a cause for your issues. Downgrade to a supported version and retest. Don’t forget to update your cron job as well.

Cheers.

ColorFlakes

I changed to PHP 8.2.24 and updated all necessary configs. osTicket received one email after changing PHP versions. I've sent 4 other emails in the past few hours. They've all been deleted from the IMAP server but do not show up in osTicket.

ntozier

Do you have access to the database?
I am betting that they are making tickets that are being created in a department that your Agent account does not have access to. You could check at the db level, or you could use your osTicket Admin account to grant your Agent account access to all departments.

ColorFlakes

ntozier

I sent an email to the email address with a specific term in it. After the email was deleted from the IMAP server I did a search of the database for that term. The search came up empty.

KevinTheJedi

ColorFlakes

That doesn’t necessarily mean anything as could be case sensitive, you’re looking in the wrong place, etc.

Cheers.

ntozier

ColorFlakes

Are you getting an email from osTicket saying a ticket was opened? (and do you have those autresponders enabled)

ColorFlakes

ntozier

No, I am not receiving any notice a ticket was opened. I've even set Fetched Emails : Do Nothing (not recommended) and they're still being deleted from the inbox.

I'm not sure if this has anything to do with it, but I am using this hack because I cannot get passed the "API version 'V2' has been depreciated" issue: https://forum.osticket.com/d/105728-ms-oauth2-error-the-api-version-v2-has-been-depreciated/12

KevinTheJedi

ColorFlakes

Is the address a real email or alias/resource email/shared mailbox?

Cheers.

ColorFlakes

It's a real email address.

KevinTheJedi

ColorFlakes

Then the "hack" (patch) would have no affect here. I'm not really sure what's going on in your case as I'm not able to replicate. If I were you I would search for that mail in mailbox by subject or something as if you set it to "Do Nothing" that's literally what it will do (just mark as read if was processed; otherwise it will leave it alone). If you truly can't find the mail then you either have another osTicket instance running polling the mailbox that's potentially causing this discrepancy or something else running moving/deleting the mail.

I would also triple check to confirm everything on your site and cron job and everything is using PHP 8.2 and not 8.3 still.

Cheers.