That's kind of a weird setup. They seem to be really over-complicating things. All you should have to do with piping is make an email address that's an alias which points to pipe.php, or automail.php/pl.
Furthermore, the automail scripts don't even connect to the database.
I think their instructions may be from a very old version of osTicket. Fantastico had 1.3 in it forever (until about June) so if Lunarpages hasn't updated their FAQ since then.....
Try this:
First, find your path to your pipe.php file.
Second, find your path to PHP (usually '/usr/bin/php' but not always, still, worth trying, since it's most likely correct)
Then, go to cPanel, click Mail, click Forwarders, click Add Forwarder
enter:
'support' for the username (no quotes) and select the appropriate domain from the drop down menu if you have more than one domain hosted on your account.
Then enter:
|/usr/bin/php -q /home/yourusername/public_html/osticket/api/pipe.php
Replacing the paths in bold with the actual paths for your particular setup.
That should be all you have to do. :)
With email piping, you're creating an alias that then forwards incoming emails to the script for processing.
With polling, you're telling the script to connect to the mail server and fetch the messages from a real mailbox.
The big advantage to piping is that it's real-time, you just set up the one forwarder, and that's it. Piping hands off some of the work to the mail server, instead of relying on PHP/osTicket to do it all, so it's faster and a little more efficient. Polling needs a cron job to manually run it every 5 minutes or so, so it's not as 'real time' and you could end up processing a lot of emails all at once, if you get a large amount of email traffic.
Then there's auto-cron instead of setting up a real cron job, which is kind of a last resort, really.
