Fetching EMAIL issue with the new release - PLEASE HELP

mig2000

The system was working flawlessly. When I installed the new release, The Email Piping is not working well. When someone sends an Email to a specific Email address that has been setup for support, the ticket does not get created right away. When I log in as ADMIN account, I still do not see it on the main screen. As soon as I do a refresh, the ticket shows up and the automatic respond email goes to the client. This is very strange as it looks like the Email fetching or piping/POP does not take place till I log in as ADMIN. I never changed anything as everything in the new release is the way it was installed. Any suggestion to what I have to do to make sure the fetching takes place every 2 min. as the way I have set it up for POP.

Kelli

It sounds like you're using auto cron instead of setting up a scheduled cron task to check e-mail (perhaps this setting got changed when you upgraded).

You can find more info about both here, under "Schedule Polling"

http://osticket.com/wiki/POP3/IMAP_Settings(http://osticket.com/wiki/POP3/IMAP_Settings)

mig2000

I have all of those set as they were before. All I did was to install the new version. And I DID upload the new scripts as well. I even replace the 2 files with the older ones in Script directory and still the system generates the Emails when I login into ADMIN as it does not do featch. Before, I know for fact that I had this system working not using Cron as it was setup using POP but the POP is set in this new version but does not work. It only fetches when I login as ADMIN.

peter

What Kelli was trying to point out was, Pipe and POP are two different fetch methods. POP/IMAP does require cron setup , even for RC4, for normalized periodic polling. May be you had email piping setup in RC4?

mig2000

I checked and the Cron was not set but I went ahead and set it. I have checked both option for POP and Email piping to be on. Still the same. H ave no clue to where to go from here.

The only different in the Script folder is that the Automail.php has a set of key in this version which in RC4 it does not. Otherwise, I never did anything else.

Thanks

peter

Are you getting any cron errors/entries on the dashboard ->system logs?

Would you mind posting your cron settings? By that I mean the actual paths you entered.

peter

The only different in the Script folder is that the Automail.php has a set of key in this version which in RC4 it does not. Otherwise, I never did anything else.
Thanks

You can't possibly be talking about RC1-RC4, maybe v1.3?. automail.php is used for remote piping and has nothing to do with POP/IMAP. :

It might be a good idea to review how osTicket routes incoming emails, see http://osticket.com/wiki/Email_Settings#Routing_Incoming_Emails(http://osticket.com/wiki/Email_Settings#Routing_Incoming_Emails)

mig2000

I get no errors on the dashboard. I get no errors on Cron at all. Again, the tickets get created as soon as I login into ADMIN panel and not automatically. Here is my command line as I have cPanel:

#!/usr/bin/php /home/mig2000/public_html/support/api/cron.php

peter

You need to disable autocron.

The cron entry should be /usr/bin/php /home/mig2000/public_html/support/api/cron.php

mig2000

Thanks peter. I am now 100% confused. Firstly I do not believe I was using cron in the older release. But I was told that POP will only work when the cron is ENABLED. Now that you are telling me to disable cron which I assume you are talking about in the setting for staff cron that I went ahead and unchecked it and still the same.

Also, the command line that you provided gives me error. The one that I have works fine as I get no error but still I have to login and into ADMIN account to see the new tickets get generated.

My question is to why the ticket gets generated when I login and NOT automatically? I assume the system does not do any fetching till I login?

peter

I officially give up! http://osticket.com/wiki/POP3/IMAP_Settings(http://osticket.com/wiki/POP3/IMAP_Settings)

mig2000

Peter,

By the way, I logged in as ADMIN and I noticed the tickets were not getting generated. I went ahead and ENABLED the auto Cron and now it get generated again only when I login and still not automatic.

mig2000

I am so sorry that my problem frustrated you. All I am trying to do is to get this working as I do not care what method I am using (cron, pop, imap, piping). It was much smoother in the previous release and still no one is telling me to why the ticket only get created when I login. Other than that, the system is working find and doing its job.

Thanks for all of your support trying to help me.

Kelli

I think you're confusing some terminology here.

Auto cron != cron

Auto cron is intended to run when you log in. It's based on admin activity. This is why the ticket does not get created until you log in. That's exactly how auto cron is supposed to work.

Auto cron is not really the best option. It's there for people running osTicket on systems in which they do not have access to crontab (most hosts provide this access, but not all, so auto cron is there as a fallback in those instances).

Cron us set up in crontab on your server, either via the command line or cpanel, or what have you.

You need one or the other, not both.

If you have cron jobs set up via crontab/cpanel/whatever control pane your host uses, could you please post that info here?

As for why it worked before and not now, without seeing the installation, I'm really not sure.

Also, since you're using cPanel and therefore have the capability to do so, the best option for your situation would actually be e-mail piping, not polling.

You can get instructions on how to set that up here: http://osticket.com/wiki/Email_Piping(http://osticket.com/wiki/Email_Piping)

I'm actually on vacation right now, so I don't have access to a lot of things and don't have a lot of this stuff with me, so please forgive me if I'm overlooking something or repeating something you've already done. :)

mig2000

Thanks for your time. I now know what you are talking about. So cron is not what I need to focus on as I was saying that I never setup cron in the previous release. All I want to do is to have clients from 3 different specific email address that I have setup (Email section) in the POP section to be able to create tickets just by emailing to those address.

One of the issues that I am facing here ( have no clue how this was working before) is that the cpanel only allows you to do mail forwarding from the primary domain only. The above departments have different emails from different domains.

Again, I did noticed about the key in the script folder in automail.php is different than the previous version. Maybe that is where the problem is.

All I remember from the previous version that the Emails in the Email seting were getting fetched every 5 min. I do not remember setting anything else.

Kelli

Oh, I see now.... sorry. Yes, you need to find your API key in the admin panel (or just get it from the old automail.php file) and make sure the one in the new automail.php matches it.

The API key is different for each installation, so any time you upgrade any scripts that use the API key, you need to edit them so that they're using the key that's specific to your osTicket install.

mig2000

Here is the confusion. The new installation has a long hex numbers in automail.php already as the key. But when I go in the ADMIN panel, all I see as the API is 'siri!' as the key. We never had this in the older version. The old automail.php had three words as the key.

I do not see anywhere in the admin to allow me to add a new key to match the long hex number in the new automail.php.

E-RPM SOFT COM

What Kelli was trying to point out was, Pipe and POP are two different fetch methods. POP/IMAP does require cron setup , even for RC4, for normalized periodic polling. May be you had email piping setup in RC4?

E-RPM SOFT COM

336-793-0285

John Oak

Will email piping work with an exchange 2003 server?

My web server is on a windows server, running apache/php/mysql within a wampserver setup.

Kind regards,

John.