gmail inbox emails are not converting to tickets

upe

Hi,

I am using gmail address as my default email and it is IMAP enabled and from osticket application side i have already configured fetching correctly. Using Diagnostic i can send emails to outside email addresses.

Assume my default email address is xyz@gmail.com and if i send an email with issue details to xyz@gmail.com then it is receiving to gmail address inbox but it is not coming to osticket application as new ticket. What would be the reason

KevinTheJedi

upe

You need a cron job:

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

Cheers.

HarryM

KevinTheJedi

Is this required when polling a gmail account? I've not set up one and emails to the fetched inbox were working, now they're not but I've made no changes that I'm aware. Auto cron is off as I want them to poll up to 30 messages every minute.

All the OAuth settings look good, cannot for the life of me work this out.

KevinTheJedi

HarryM

If you don't have a Cron Job then it'd be Autocron. So if you disabled fetch on autocron and you also do not have a cron job configured then nothing will fetch.

Cheers.

HarryM

KevinTheJedi Idont understand this though, as I've not set up a cron job and tickets were coming in when people were emailing. Now, suddenly, nothing is fetching. I've recreated the OAuth app in Google Console again and all is saving ok in osticket and, using the diagnostics section, I can sucessfully send test messages to me from the email address. It appears osTicket has access to the gmail account...

I wonder if I had the auto-cron turned on originally and my moving about the admin portal setting other parts up was triggering the fetch?

So to confirm, if I have set up the gmail oauth using this guide https://docs.osticket.com/en/latest/OAuth2/Google%20Authorization%20Guide.html

and I have auto-cron off, I will also need to follow this guide to enable the cron schedule?

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

In the meantime I've turned on Fetch by auto-cron to see if tickets come in. Failing this, please can you advise what log files I should inspect and where they are?

Thanks!

KevinTheJedi

HarryM

Yes, it’s one or the other. Autocron is used when you can’t run a cron job. It only runs when an agent is logged in and doing activity. So after hours mail would not be fetched. If you use a cron job it runs continuously regardless of anyone being logged in or not. And what I mean by one or the other is you don’t want fetch on autocron enabled when you have a cron job running as there is potential to have duplicate tickets as two processes could run at the same time.

Cheers.

HarryM

KevinTheJedi OK this make sense. I'm seeing tickets flow in again now.

Right so an external cron schedule job is going to be the option I want, as I want it to be hands off. I don't trust that there'll be enough proactive access to SCP for tickets to come in.

Apologies for my stupidity, I'm not a web admin and no one on my team has any php know how, so I'm teaching myself the basics as I go.

Am I correct in saying that I needto update the cron.php files to point to the php location then I call this file using php.exe? I'll be honest, I'm really struggling to follow some of the guides.

for example, to me this bit is confusing...

Add the following entry to cron file normally in /etc/crontab in nix systems and adjust: the time; the webuser; and paths accordingly.

*/5 * * * * nobody /path/to/php /path/to/api/cron.php
For windows users in “Scheduled Tasks” add "c:\php\bin\php.exe c:\website\osticket\api\cron.php"

It suggests that the following is all that's needed for a windows server with scheduled tasks, but I'm doubtful that that is correct.

For windows users in “Scheduled Tasks” add "c:\php\bin\php.exe c:\website\osticket\api\cron.php"

KevinTheJedi

HarryM

If you are truly using a windows server then you need a scheduled task which takes place of a cron job. You can look at guides online on how to configure a scheduled task but for the action or command to run for the task is what you quoted. Except you should replace the PHP part with the full path to your PHP executable and replace the path to the cron file with the full path to your site’s cron.php file. Then you would go to osTicket, go to the email settings, keep Email Fetching Enabled checked, uncheck the box for Fetch on autocron, and save changes. Then wait for the configured time to see if the task polls the mailbox automatically.

Cheers.

HarryM

KevinTheJedi

Thank you again, for your help.

Setting up the sceduled task is very easy, so I do not need to edit the cron file, simply just run "c:\path\to\php.exe c:\path\to\osticket\api\cron.php"?

In which case, I can just run that in cmd prompt as a trial? I did that and it just kept saying invalid path...

KevinTheJedi

HarryM

Correct, pretty simple. What do you mean exactly? If the path has spaces you must wrap the entire path string with double quotes. That’s a command prompt limitation.

Cheers.

HarryM

KevinTheJedi Yeah got the "s in. I'm just at work now and about to take another stab at it, so will let you know, thanks!

HarryM

Yup, working spot on thanks!

"c:\Program Files\PHP\v8.2\php.exe" C:\path\to\osticket\api\cron.php