Email Fetchiing not Working (Office365) - OSTicket 1.18.2

stav121

Hello there,

I have recently setup a new OSTicket v1.18.2 installation, and I am struggling with enabling the email fetching from Office365 email box.

Here is the configuration of the email:

And the token:

And the scopes:

Also - I have a Department, Priority and Help Topic setup for the email.

Lastly I have enabled email fetching for OSTicket:

And setup a cron job to run as www-data on the server side:

Yet - no emails are fetched. Is there something I am doing wrong?

KevinTheJedi

stav121

It is never recommended to “Do Nothing” post-fetch. You should really update that setting to “Archive - Move to folder”. Just be sure to clear the inbox first as it will fetch every single email in there.
Have you checked your System Logs (Admin Panel > Dashboard > System Logs) for any errors?
You should set you Default Log Level (Admin Panel > Settings > System) to DEBUG, wait for the cron to run, and then check your System Logs for an entry labeled “Cron Job”. When hovering the entry it should say “Cron Job executed [CLI]”. If you don’t see such an entry then cron isn’t running right.

Cheers.

stav121

Hello, I am coming back with this error once more.

I have 4 different mail boxes connected to this instance of OSTicket, but I am constantly getting this same error for everything:

"""
Mail Fetcher
Excessive errors processing emails for ssl://outlook.office365.com:993/IMAP (Email 1). Please manually check the Fetch Folder () [7/30 - 0/7]
"""

I notice that SOME times it does actually fetch a few emails but most of the time it does not.

In the INBOX I notice that the emails is read (or at least not marked as UNREAD), but it is never moved to the specified folder and is not opened as a new ticket in OSTicket.

It has been a huge pain to set it up and I cannot find any resources online that are able to help.

Thanks in advance!

KevinTheJedi

stav121

That means mail is getting stuck because they cannot be processed for one reason or another. They cannot be removed from the mailbox as they cannot be processed so they get stuck. Since they get stuck the system constantly tries to fetch them but can't and repeats. So you need to remove the stuck mail from the mailbox. Then post a full, raw example of and email that cannot be fetched (in .eml or .msg format) so we can attempt to replicate.

Cheers.

Flo

I have exactly the same issue.
This problem came suddently. and I can't enable Remote MailBox.

Thanks.

KevinTheJedi

Flo Your issue is not the same...please stop hijacking threads and create your own.

stav121

KevinTheJedi

Hello and thanks for the reply.

I was unable to figure this out so I ended up restoring the Database to a 3 day old Snapshot and it got unstuck without any other action from me - so I do not think it was a corrupt email or something.

In my investigation I was able to identify that there was something wrong in the database level and the application was retrieving the mail from the Inbox but was unable to save it in the database - so something might have been corrupted in there (?). I had deleted about a thousand tickets from the UI a couple of days ago but the application resumed to work normally after that - until it did not.

In any case, all is fine now and there was no need to re-install anything and non of my configuration was lost!

KevinTheJedi

stav121

That is super odd.. I hate when things just start working again without an explanation. At least it’s resolved for you!

Cheers.