Missing tickets, emails in server

hanhho

Hi,

Since last Monday, we stop receiving tickets in our osTicket system, though they still come in to my inbox. I get all of our customer service emails forwarded to me. Please advise.

Sorry if this issue is a repost.

Thanks!

Hanh

gdawkins

Hmm

You haven't changed your password for that email account recently have you? That would cause that problem if you didn't update the password in the "Login info (optional): Required when IMAP/POP and/or SMTP are enabled" part of the Emails tab in the Admin section.

Even if you haven't changed your passwords, please double check the settings under this Email tab as they specify how to connect to your mail on the server to download them to osticket. Also, make sure your Firewall on the server hasn't done something funky to block the IMAP/POP port that you're using to connect with. Normally this will be either one of the following depending on if you use IMAP or POP and SSL or not.

POP3 - port 110

IMAP - port 143

IMAP over SSL - port 993

Secure POP3 (SSL-POP) - port 995

Hope this helps.

G. Dawkins

hanhho

Let me check if any of our administrators changed any passwords. Thanks for the suggestions!

I'll let you know if this works.

Hanh

You haven't changed your password for that email account recently have you? That would cause that problem if you didn't update the password in the "Login info (optional): Required when IMAP/POP and/or SMTP are enabled" part of the Emails tab in the Admin section.
Even if you haven't changed your passwords, please double check the settings under this Email tab as they specify how to connect to your mail on the server to download them to osticket. Also, make sure your Firewall on the server hasn't done something funky to block the IMAP/POP port that you're using to connect with. Normally this will be either one of the following depending on if you use IMAP or POP and SSL or not.
POP3 - port 110
IMAP - port 143
IMAP over SSL - port 993
Secure POP3 (SSL-POP) - port 995
Hope this helps.
G. Dawkins

Kelli

Even if they haven't changed, double-check/re-enter them in the osticket settings... mcrypt went insane and messed mine up once.

Also, double-check your cron jobs are running correctly/haven't died, if you're using polling.

If those don't do the trick, empty the mailbox and try starting fresh, in case there's something specific in one of the emails on the server causing the problem.

hanhho

We got it to work. We upgraded the software package and various parts. Now it seems to be working just fine.

Thanks for the suggestions!

Hanh