Understanding Email Logic

Danielc1234

Hi all,I am setting up our osTicket and wanted to know the proper way to setup the emails so that when a customer responds to a Ticket#'s email, that email will then be logged in osTicket's admin, etc. Right now if a customer responds via their email client (outlook, etc) the osTicket is NOT receiving or logging those emails in the Ticket.I am having a hard time with the logic of how all the emails work. Am I supposed to have separate emails for each agent? Or have everyone using the same email? It gets a little confusing.To add to this, we have full control over our mail server and creating emails, etc.So right now I have helpdesk@oursite.com. Then I have agent1@oursite.com, agent2@oursite.com, etc. etc. What email does a customer have to respond to in order for the osTicket system to pick it up and properly handle that email?

JRogers

How is osTicket fetching emails? (my guess is, it's not).The customer should simply reply to the email from your osTicket system, which I assume would use helpdesk@yoursite.com. If osTicket is fetching them, it should do the rest.Have you seen the wiki docs on email setup? If so, what part is giving you trouble?Jack

Danielc1234

Hi JackRogers, yes I have seen the docs on email setup.Right now it is sending emails fine off the osTicket, it is just when the customer replies that it is having the issues. It is like osTicket is not fetching properly, etc.I created an API and put this in my cron, but still does not work.*/5 * * * * nobody wget -q -O /dev/null --user-agent=1234567 http://helpdesk.oursite.com/api/cron.phpIsn't that the way I am supposed to be doing it?

JRogers

Daniel,We're moving ahead too fast with no info on your system or setup. Please see:Please read before requesting assistanceThe cron looks like you're on a linux or Unix, but that's about all I can tell.No, it's definitely wrong. The cron should execute the php file (I think cron.php is the correct one). There's no need for wget at all. Your system _may_ require you to preface the command with the path to your php interpreter, I don't know. Even if not, it won't hurt. That would be something like /usr/bin/php /cron.phpAnd I'm not sure if "nobody" can run the cron. You could try it, and check your cron logs to be sure.Jack

Danielc1234

Okay, let me back up.We are on a Ubuntu/linux based system running apache2, php5, mysql, etc.I have some other entries in our cron that uses wget that are formated like this....25 * * * * /usr/bin/wget -O - -q 'http://www.path-to-site.com/cron.php' > /dev/nullBut I figured I had to do it like the article here states http://osticket.com/wiki/POP3/IMAP_Setting_Guidebecause don't I need an API for it to work?Sorry, I am new to all of this.

Danielc1234

Another question, for the --user-agent=API, in the example the API # is demonstrated as agent=<API> Am I supposed to have the api number inside the < > or just have it being the number of the api like agent=1234 or agent=<1234>?

Danielc1234

Sorry, here is my information.http://screencast.com/t/RcKXlR44

JRogers

Since you have access to cron, you can ignore the parts of the doc about using the host's custom task scheduler. You also shouldn't need the part about the "external triggering using wget". Below is all you should need:RECURRING TASKS SCHEDULER (CRON JOB)This is the most convenient method if your hosting provider allows scheduling recurring tasks via crontab on *nix or "Scheduled Tasks" on a Windows server. Please refer to your hosting manual or contact your hosting provider for instructions. The PHP CLI executable is called to run cron.php.

Add the following entry to cron file normally in /etc/crontab in *nix systems and adjust the time and paths accordingly.

*/5 * * * * nobody /path/to/php /path/to/api/cron.php

Before attempting to run it via cron, you should verify that it works simply from the command line. Like it says:

/path/to/php /path/to/api/cron.php

My crontab entry looks like this:

/usr/bin/php /var/www/html/www..com/osticket/api/cron.php

Jack

Danielc1234

Jack,Hit a stumbling block. Our server needs ioncube and it is recommends that I run the cron script as follows..wget http://www.yourdomain.com/api/cron.php > /dev/null 2>&1Will this method work, even without an API attached to it?Thanks for you help by the way.

ntozier

I think that since you're using wget, you will need to use rcron.php instead and put the api key into it.

Danielc1234

Can you give me an example or do you know where I can find some documentation on this?It is not working. It seems like the cron is firing off, but is not fetching emails. :(

ntozier

In the downloaded archive there is a scripts folder.In said folder is rcron.phpopen it, edit it by adding your api key. save it where ever you want. (I recommend /api)change:wget http://www.yourdomain.com/api/cron.php > /dev/null 2>&1towget http://www.yourdomain.com/api/rcron.php > /dev/null 2>&1

Danielc1234

ntozier Thanks.I put the rcron.php in the /api/ folder.What do I want in this section?$config = array( 'url'=>'http://yourdomain.com/support/api/tasks/cron',should it be like 'url'=>'http://helpdesk.oursite.com/api/rcron.php', ?Not sure where I need to point that.

Danielc1234

So update...I set the rcron.php to $config = array( 'url'=>'http://helpdesk.mysite.com/api/tasks/cron', 'key'=>'123456789' );and in crontab I have this*/5 * * * * /usr/bin/wget http://helpdesk.mysite.com/api/rcron.php > /dev/null 2>&1But still not working. Any other ideas I can try?Thanks Daniel

Danielc1234

Try to test cron from command line and got this..root@localhost:~# * * * * * /bin/echo "foobar" >> /var/www/mysite_helpdesk/api/rcron.phpcron.php: command not found

ntozier

I would try the first one. If that doesn't work, then I would try the second one.

Danielc1234

I tried'url'=>'http://helpdesk.mysite.com/api/tasks/cron',and'url'=>'http://helpdesk.mysite.com/support/api/tasks/cron',but neither worked.Any other ideas?

Danielc1234

In my syslog I can see that cron is firing off.Jan 7 17 localhost CRON: (root) CMD (/usr/bin/wget http://helpdesk.mysite.com/api/rcron.php > /dev/null 2>&1)

Danielc1234

Just thought of what it might be.When I generate my key with the IP, should the IP be for my site? Like helpdesk.mysite.com IP?or my mail server? mail.mysite.com ??http://screencast.com/t/RBqw7r2u

Danielc1234

Definitely it is my API key. in our DNS record I have mail.zicominc.com which is our mail server, in the DNS settings I have 69.163.253.135 but when I do a MX record lookup on that address I get 69.163.253.136Any insight?