POP does not fetch customer responses to tickets

rscott

I'm having an issue getting POP configured properly for osTicket. Some basic information, just in case:- osTicket: v1.9.3- Server: Apache- PHP: v5.4.31- MySQL: v5.0.96I've got everything set up properly, to my eye. Customers can send a ticket from the web interface, and I can see and respond to those tickets in osTicket's SCP. But when a customer attempts to respond (via email) to my own response, it does not update the ticket or appear at all in the SCP.I've set up POP and SMTP credentials for the email address (and fetching is enabled), within the SCP. The email address' username, password, port, etc. are all correct, and the SCP accepts all of this as expected, and does not display any error messages. Also, I can log into the email account just fine via my webmail interface, and I can see that my inbox is definitely receiving the customer's email response.But, the email just sits there -- osTicket is not fetching it as I expect it to. Why not? What would the problem be?

rednax

That means that your SMTP is set up correctly, but your fetching via pop doesnt work correctly.If you manually start the fetching by executing the cronjob (Windows: C:\Program Files\PHP\v5.4\php.exe \api\cron.php, Linux: php \api\cron.php)This way you can check if your cronjob will execute correctly.If this works, then your cronjob isnt set up so the fetching will never start.

rscott

OK, so how do I fix this? Can I fix it within the SCP?

ntozier

Read the wiki?http://osticket.com/wiki/Email_settings#POP3.2FIMAP_Pollingmore specifically the section:http://osticket.com/wiki/POP3/IMAP_Setting_GuideYou need to schedule cron (*NIX based OSes) or Windows Task Scheduler (Windows) or use a 3rd party remote cron software.

Macys

A third party cron job provider: https://www.easycron.com and a tutorial at https://www.easycron.com/tutorials/how-to-set-up-cron-job-for-osticket that may help you.

ntozier

For the record, I am uneasy about utilizing third party services like this... but you do what you have to I guess. :)