Tickets not getting generated - OAuth2

osTicketCraig

Hello,

We have osTicket v1.18.1 running on AlmaLinux 9.4, and are using OAuth2 with an O365 email address to retrieve email and generate tickets. As of a few days ago, tickets have stopped getting generated.

I have read posts mentioning that the v2 API has been deprecated, however the following is true in our osTicket environment:

We are not noticing any errors
The client secret is valid until 2026
Tokens are still getting generated and are valid (showing as green with a current date/time).

We took a snapshot of the server and tried re-authenticating/using a new secret. We also tried changing the password to the email account. Upon trying to authenticate, we received the v2 deprecation error. We restored the VM snapshot and is it once again obtaining tokens, but still no tickets are getting generated since it's not pulling any email.

I have seen the posts where it recommends modifying and updating the files in order to resolve this issue.

The issue is that we do not have the root credentials to actually get into the Linux server. We have no ability to export data, or see the database contents (not even sure where that's stored?).

Is it possible that because of the possible rolling API v2 deprecation, even though we are getting valid tokens, that the IMAP functionality has permanently stopped working? Is our only option to build a new server with the fixes and lose all of the data, or perhaps use a utility where we can reset the root credentials on the Linux box and then make the recommended fixes (modifying files, DB, etc.)?

Or am I completely looking in the wrong place troubleshooting this since the token is valid?

Thank you.

KevinTheJedi

osTicketCraig

Is it possible that because of the possible rolling API v2 deprecation, even though we are getting valid tokens, that the IMAP functionality has permanently stopped working?

Knowing MS, I would say yes. My recommendation regardless would be to do the plugin/db updates to ensure you are up-to-date on the latest MS changes (as far as osTicket goes).

You can double check to ensure fetching is enabled at the email level and global level. You can also try saving changes on the email with the Status being set to Enabled in the Remote Mailbox tab. If it saves successfully then it's authenticating to IMAP just fine. If it doesn't save you'll see the relevant error. Other than that you would need to check your cron job on the server to see if it's still running. A cron job should've been setup by the person setting up email fetching so the system will automatically poll the mailbox and fetch mail. If none set up or not working then the system would rely on auto-cron which requires an agent to be logged in and performing activities. Other than that you would need to check your system logs for any Mail Fetcher errors.

Cheers.

osTicketCraig

KevinTheJedi

Thanks Kevin!

Auto-cron is (and always was) disabled in osTicket. Fetching is enabled as well.

The cron job would be on the Linux VM, correct? So we'll need to gain root access to this server to see if that's working correctly?

Could the job possibly had an end-date? You're saying to "disable" email fetching and then "enable" it again to see if authentication is working?

KevinTheJedi

osTicketCraig

Yes, cron job is on the server so you would need access to the server. Now, I'm not sure if you need root or not as I didn't setup the server nor the cron job. Some times cron jobs are configured using a specific user on the server so it might be specific to a user; in which case you'd need access to that user.

Cron jobs for osTicket typically do not have end dates. Cron jobs are ran on a set schedule which is typically repeated indefinitely.

No, you do not need to disable and re-enable. Simply try to save changes on the email.

Cheers.

osTicketCraig

KevinTheJedi

Saving the changes worked (screenshot below)...next step is to check cron job on the server itself?

KevinTheJedi

osTicketCraig

Yea at that point the issue would be with the cron job or you would see Mail Fetcher errors in your system logs.

Cheers.

osTicketCraig

KevinTheJedi

Hi Kevin,

I was able to get into the root account. Anything specific I should be looking for with the cron job?

KevinTheJedi

osTicketCraig

Looks good to me. Try running the command manually via the command line to see if any errors pop up or anything. I would use sudo -u apache /usr/bin/php /var/www/html/api/cron.php so you are running it as the Apache user just like Cron would.

Cheers.

osTicketCraig

KevinTheJedi

Hi Kevin,

I ran the command, and got a fatal memory error. Please see below.

PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 55812272 bytes) in /var/www/html/include/pear/Mail/mimeDecode.php on line 627

Please let me know how or if this can get resolved.

KevinTheJedi

osTicketCraig

Apparently PHP is running out of its allocated memory when trying to decode an email. An easy fix would be to give PHP more memory and see if it starts processing mail again. You could also login to the mailbox and see if there is a big email or an email with a big attachment and move it out of the inbox to see if fetching continues.

Cheers.

osTicketCraig

KevinTheJedi

I apologize, as I am not a Linux expert. Do you happen to know what command(s) to run to allocate more memory to PHP?

KevinTheJedi

osTicketCraig

That is outside the scope of osTicket but super easy. There are many guides online; a quick google search brings up plenty:

https://www.google.com/search?q=how+to+increase+php+memory+limit

Cheers.

osTicketCraig

Thank you so much for your help! There was an email from last week with a 40 MB attachment which I guess killed the job.

Thanks again!