Tickets are not getting created from Mail

gopalchand

Hi team, Suddenly, from yesterday, we observed a delay in ticket creation on OsTicket. There is no changes in server side as well as in OsTicket. I tried restarted the server as well. But still same issue. Its taking 30-40 mins to create a ticket, where is its configured for 3mins.

Please help to troublshoot and fix the issue.

gopalchand

Looks like now tickets are not getting created, I also tried to change fetch time and cron time but its not working et'll.

*/5 * * * * /usr/bin/php /var/www/osticket/upload/api/cron.php

gopalchand

Also, pls find below snapshot.. look like cron job is continues running. Even I tried to kill all and again its multiple php cron job is found.

KevinTheJedi

gopalchand

Cron is outside of osTicket so I can’t be of much assistance there. As far as email not fetching check your system logs for any errors and then check the _email_account table in the database to see if any errors are listed there in the last_err_msg column.

Cheers.

gopalchand

KevinTheJedi
Hi, I checked the table and below is result:

qyak

Since you're using Basic Authentication, the only thing I can suggest is, are you using an App Password? If you're using that email addresses's username and 'true' password, that may be the problem.

gopalchand

qyak
Hi, No, I am not using App password. A basic authentication, i.e. username (email address) and password.

KevinTheJedi

gopalchand

Well, there you go. You have two errors, one about the connection was closed (likely wrong host info) and another about wrong username or password. So you are likely using wrong login information or maybe 2FA was enforced on the google account in which you must use an app password. However they stopped doing app passwords I think so if that’s the case you’d need to do OAuth2 authentication instead. Or maybe google marked it as suspicious activity or something and you need to go to security and allow it.

Cheers.

gopalchand

KevinTheJedi
Hi, Thanks for the prompt reply.
The username and password is fine as the same login, and pwd we able to login into the mailbox, and there is no 2FA is enabled for this account. I have checked Account setting and review security section there is no such activity found.
Less secure app access is also ON.

KevinTheJedi

gopalchand

Hmmm, maybe it’s simply time they are forcing modern authentication on everyone?

Cheers.

gopalchand

KevinTheJedi
In Google Workspace Admin.. we have disabled this enforcement if it is there.

KevinTheJedi

gopalchand

That’s 2FA not modern authentication (OAuth2). All I can say is google is saying it cannot login using the credentials you provided it. When you go to the Remote Mailbox tab yourself, click Config, update the username/password, and submit, what exactly do you see?

Cheers.

gopalchand

KevinTheJedi
OKay, I did try updating password again; its loaded and added successfully and Saved.

KevinTheJedi

gopalchand

Okay then you should be good so long as cron is running (or auto cron).

Cheers.

ramrajone

gopalchand
You have selected not to Fetch emails

KevinTheJedi

ramrajone

That's post-fetch; meaning what happens to the mail after it was fetched/processed. That setting has nothing to do with the actual fetching of emails itself.

Cheers.