email polling imap account not working

mrector

Hi, I had recently though I'd resolved this problem, but the email polling cron scheduler has stopped working again out of the blue. I have had it set to delete emails which "was" working, but then of course I had no idea of any new support requests as new tickets are not being created - so have turned that feature off.I've searched through a lot of the forum and find other email notification issues that I don't appear to be having an issue with - just the email polling feature that was working well before the I applied the v1.8.1 upgrade. Not sure what I can try at this point but would be grateful for suggestions. I've re-verified the cron scheduler task and there have been no changes, permissions are as they should be on the respective folders.My system details: Apache 2.2.24, PHP 5.4.18, MySQL v5.5.18.

ntozier

Are you getting an errors in your php error logs?

jtaubman

I know you said you verified the Cron job, did you try running the command it uses directly from a SSH console in case it produces any errors, we had a similar problem a while ago and it was because the cron job was running PHP4 instead of PHP5 and we needed to change some settings.

mrector

Thanks, I will check that out. But I did get some odd error messages which I've pasted below - one from the cron daemon and one from OSticket:Error from cron daemon:Fatal error: Uncaught exception 'Exception' in /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.orm.phpStack trace:#0 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.orm.php(57): VerySimpleModel->save()#1 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.orm.php(214): VerySimpleModel->set('default_email', Object(UserEmail))#2 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.user.php(89): VerySimpleModel:(Array)#3 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.ticket.php(1539): User:(Array)#4 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.ticket.php(2325): Ticket->postMessage(Array, 'Email', false)#5 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.mailfetch.php(687): Ticket->create(Array, Array, 'Email')#6 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.mailfetch.php(720): MailFetcher->createTicket(4)#7 /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.mailfetch.php(800): MailFetcher->fetchEmails()#8 /nfs/bronfs/uwfs/ in /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.orm.php on line 182And this error from OSTicket Alerts:Duplicate entry 'soahelp@ovid03.u.washington.edu' for key 'address' ---- Backtrace ---- #0 (root)/include/mysqli.php(138): osTicket->logDBError('DB Error #1062', '[INSERT INTO os...') #1 (root)/include/class.orm.php(181): db_query('INSERT INTO ost...') #2 (root)/include/class.orm.php(57): VerySimpleModel->save() #3 (root)/include/class.orm.php(214): VerySimpleModel->set('default_email', Object(UserEmail)) #4 (root)/include/class.user.php(89): VerySimpleModel:(Array) #5 (root)/include/class.ticket.php(1539): User:(Array) #6 (root)/include/class.ticket.php(2325): Ticket->postMessage(Array, 'Email', false) #7 (root)/include/class.mailfetch.php(687): Ticket->create(Array, Array, 'Email') #8 (root)/include/class.mailfetch.php(720): MailFetcher->createTicket(4) #9 (root)/include/class.mailfetch.php(800): MailFetcher->fetchEmails() #10 (root)/include/class.cron.php(25): MailFetcher->run() #11 (root)/include/class.cron.php(98): Cron->MailFetcher() #12 (root)/include/api.cron.php(19): Cron->run() #13 (root)/include/api.cron.php(40): CronApiController->run() #14 (root)/api/cron.php(23): LocalCronApiController:() #15 {main}http://depts.washington.edu/soahelp/helpdesk

mrector

Just to update this ticket - our campus MYSQL servers were rebooted this afternoon and when coming back online got this error via the Cron function:Fatal error: Call to a member function getEmail() on a non-object in /nfs/bronfs/uwfs/hw00/d38/soahelp/helpdesk/include/class.mailer.php on line 113

ntozier

Please see:https://github.com/osTicket/osTicket-1.8/issues/569

mrector

Thanks, but I don't see where to obtain the patch mentioned in the thread? My users are able to login fine - the only issue I have is with the email polling not working.Thanks. Mark

mrector

Hi, have eliminated the above error (class.mailer.php on line 113) and have updated to the just released v1.8.1.2 and everything is working as it should except the email polling feature.This is the crontab I'm using: */5 * * * * /usr/local/bin/php /hw00/d38/soahelp/helpdesk/api/cron.phpI've verified each directory in each step of each path to both the php and the cron.php file in the osticket installation. This was working before the 1.8.1 release so I'm at a loss as to what to do. I can tell that the cronjob is working at a 5min interval, and if I check the setting in osticket to have the email deleted after processing that works, but no tickets are ever created.

mrector

And just to add one more thing on this - I can see that the osticket cron is reading the incoming email of the account it's polling because on the 5-minute interval the email is changed from unread to read - after first setting the polling method to leave the email unchanged.So it's definitely checking the mail account, deleting the mail if I set that action or leaving it in place if I set the action to leave the mail unchanged.Just no tickets are created.

mrector

Sorry for the extra messages here but I've been able to clear this issue up.Apparently, with this 1.8 version line the email polling (at least in our environment) requires a ticket filter. I decided to try that since it was clear the mail was being accessed and found it took care of the problem.Strangely this was not required earlier in v1.7 so I never thought to look into that possibility. So at least for us, the IMAP email polling feature works after assigning a ticket filter for the email account.Thanks.

ntozier

Color me confused. If I go to Admin panel -> email -> any email.There is no Filter option there.. so what do you mean that you have to add a ticket filter to the email account?

mrector

I think I must have confused the issue - I created a ticket filter that targets the incoming mail account that the system is set to poll.

ntozier

What do you have the filter do to it? :) I'm mostly asking so that if anyone else has a problem that is similar to theirs that they might see this thread and it might help them.

mrector

Good question! I set it up like so:Under Update Filter:Filter Name: any name that makes senseExecution order: 3 (I have another filter for assigning tickets at 2) This would depend on other filters in use.Filter Status: ActiveTarget: in this case I chose the specific system email address that I have targeted for IMAP email pollingUnder Filter Rules:Match Any - Email . Contains . @[deleted] (suffix of our support email address)Under Filter Actions:Set only the Department desired for emails to be directedand Auto-assign to a specific individual to process.