Replies to ticket responses not working

VanessaHelps

Hi!I've upgraded and have v. 1.8I've set up our email incoming and outgoing and have received "success" notifications via the admin panel.When a new ticket is opened an autorespose is sent successfully.When I respond to that open ticket and email the ticket owner the response that email is sent successfully.When that ticket owner clicks "reply" in their email to send a follow up response to that ticket - it does *not* come back to the OSTicket desk or attach to *any* open ticket.This leads me to believe that the incoming mail isn't working, even though the Admin Panel email set up says it's functioning correctly.I am asking for assistance in getting the email response from ticket owners to come into the help desk and attach to their original ticket thread. Thanks!!

VanessaHelps

I have found my error.IMPORTANT!: Simply checking Admin Panel => Settings => Email Settings => Enable POP/IMAP email fetch will not cause osTicket to automatically poll a mailbox for new messages. Account polling, unlike email piping, requires that a mail fetcher (script) be scheduled for repeated execution. Choose one of the methods below depending on your hosting environment.http://osticket.com/wiki/POP3/IMAP_SettingsI am now getting professional assistance to set this up.

ntozier

Correct. You have to setup Cron/Task Scheduler to run the cron.php file.