New tickets not showing in Open list

WT Bob

I have a new (production) installation of osTicket. I have installed about, oh, a dozen times in the test and trial period, and have found the same problem throughout: the trouble tickets seem spotty as to whether the system puts them in the open list.

When a ticket is emailed, I receive a response from osTicket that the ticket was received, receive a ticket number, and everything looks great in the inbox. But, the tickets are not making it into the DB, and hence not onto the Open Ticket list. But, not all the time. Sometimes it seems happy and consistently puts them in the list, other times it does not.

I primarily want the system to accept emails for trouble tickets. Outgoing email is working fine, as well as incoming. I have tried attaching cron to either and both staff activity and a windows task in case there was a permissions issue.

There are no errors in the error log for either Windows or osTicket. No error emails. It thinks it is doing its job, generates a ticket and a response and all looks good from the outside.

I thought I had tied it to HTML in the email, per a bug report. That worked for a little bit (plain text email) and then it stopped. Then I thought I had tied it to the email address I was sending from for the test emails. That worked for a day or so, and now has stopped. Also tried/tested issues on verbage in Subject and body, wiht nadda.

There are no locks or anything apparent. I can broswe/query the DB just fine.

Opening a ticket through the web portal seems to work fine and consistently (so far).

As part of my test and trial installs it has been on Server 2003 and Server 2008, virgin servers and not so virgin ones. Same results. Currently on a Server 2008 R2 virgin server that is currently dedicated to this.

Really scratching my head on this one. It seems so random and arbitrary.

Bob

ntozier

There are a few things that could happen. First thing I personally would do is consult your MySQL logs and PHP logs. When I had a similar problem it ended up being that the subject line of the email was too long, and MySQL was throwing an error. I went into the ost_ticket table and made sure that

email varchar(255)

name varchar(255)

subject varchar(255)

By default these are set to 120,32, and 64 respectively. Since then I have not had a problem with importing emails. If that doesn't work for you please let us know and we can try something else.

WT Bob

No joy

Expanded the fields to varchar(255) (which makes sense anyway).

No joy.

ntozier

Have you tried looking at your MySQL and PHP log to see what if any errors are being thrown?

WT Bob

Yes, but flipped on some extra options and looked in more detail again. MySQL seems happy as a pig in, well, something. The only thing that PHP is complaining about is the system time function call.

WT Bob

This is slightly embarrasing, but, I might as well close up this thread in case it helps someone else.

I had also been testing the autocron feature (windows task) on the test server to decide if I wanted to connect refresh to staff activity or let the auto update run in the background. Turns out I forgot about that and left it running, so it was snatching the emails out of the inbox and replying to them before the production machine could. Hence it was hit or miss as to who got there first.

ntozier

Well that would do it! :) Thanks for posting a follow up. Maybe it will save someone else the same headache down the road.