Autocreation of tickets via Email

meayya

Hi,

I’ve set up osTicket 1.18, and everything’s working great—emails are coming in, alerts are being sent, and tickets are created for both clients and admins. But I’m wondering if osTicket have a way to automatically create tickets from forwarded emails? I’ve seen some old forum posts mentioning email piping and polling, but I’m a bit confused about the difference between them.

Would really appreciate it if someone could explain this and guide me through the process.

For context, I’m running osTicket on Nginx with Ubuntu 22.04.5.

Thank you in advance!

KevinTheJedi

meayya

Setup email fetching:

Cheers.

meayya

Thank you so much for the reply ! This is my current setup for email fetching .

As for the second link, id like to clarify whether i need to setup the cron first ? After that do i need to enable 'Fetch on auto cron here as well?

Lastly, id like to ask how does the EXTERNAL TRIGGERING USING WGET works ? I have checked the old setup of our OsTicket before (which the autocreation of ticket from email works) but there is no cron enabled from the system . Athough there are API keys listed but all their status are disabled . I couldnt as the person who set it up before since he's no longer in our company .

I'd really appreciate it if you could enlighten me a bit more about this . Thank you so much for the time.

KevinTheJedi

meayya

You only need to choose one of the methods and the recommended one is a cron job. You set it to trigger the cron script on a schedule (like every 5 minutes). If you do setup a cron job do not enable Fetch on autocron. You would check the box for Enable and leave the one for autocron disabled.

Cheers.

meayya

this is noted! One last question—I just reviewed our previous tickets from the old osTicket system and noticed that some tickets have "Email" as the source. If I set up the cron job as you suggested, will it work the same way like this? Specifically, if a user forwards a ticket to our support email, will a ticket be automatically created, and will all CC’d recipients from that email be automatically added as collaborators? Just want to make sure I understand correctly. apologies for any confusion. thank you

meayya

Update: It's working now! I successfully set up my cron job, and under Email Fetching > Fetched Emails, I added my folder name and removed the one defined in my Mail Folder.

I used this command, as I found in old forums, and it worked:

sudo crontab -e -u www-data
*/2 * * * * php /var/www/osTicket/upload/api/cron.php > /dev/null 2>&1

KevinTheJedi

meayya

Yes any ticket created from email will have a source of Email. You would need to ensure your system allows collabs via email under Admin Panel > Emails > Settings.

Cheers.