Tickets not opening upon someone sending us an e-mail?

tdd1984

Yes I have our e-mail setup and department. However when I send an e-mail to support@mydomain.com. It does not open the ticket. I can create a new ticket and it will notify the e-mail I created the ticket, but when someone sends in a support request. The ticket does not get created?

hotwired007

have you configured osticket to collect the mails from the mailbox?

for emails to work at minimum you will need to configure

Admin Panel > Settings > AutoCron - On

Admin Panel > Settings > Incoming Emails > Enable POP/IMAP Mail fetch

Admin Panel > Emails > Email Address > Mail Account

tdd1984

enabled

Ok I enabled the auto cron. Now how long does it take the ticket to appear in the panel? Can I change the time limit on how the auto cron runs?

tdd1984

by the way

have you configured osticket to collect the mails from the mailbox?
for emails to work at minimum you will need to configure
Admin Panel > Settings > AutoCron - On
Admin Panel > Settings > Incoming Emails > Enable POP/IMAP Mail fetch
Admin Panel > Emails > Email Address > Mail Account

I enabled this option, but does not seem to be working. I double checked all my e-mail settings as well. Everything is setup correct. Maybe I have to setup an external cron job through Plesk for it to run?

tdd1984

bingo!

I got it working. Do I need to disable all other e-mail clients. Because if I receive e-mail somewhere else. It might not be put into my os box?

kz3

tdd1984 What did you do to get this working?

I am new to osTicket and am suddenly having similar trouble with the existing osTicket system. The system has been setup for a couple years now and had been working fine up until about a week ago.

I can see that some of our mail is being deleted from the Inbox by osTicket but tickets are not being created.

Anyone have any thoughts? Is there a log that keeps track of email that is or is not made into a ticket?

Thanks in advance.

Kevin