Unsuccessful attempts when setting up mail fetch

krisgondo

Just installed osTicket v1.9.5.1 and all looks great except when I tried

to set mail fetch. I want the customers and agents to be able to reply

to the ticket directly from their email program (not having to login to

osTicket). Am I correct to say that this can be achieved by setting up

the mail fetch? In my head, it is. I tried to use a corporate

Gmail account as the default outgoing email address and tried to setup

the mail fetching via IMAP + SSL. I had to wait for more than 10 mins

before finally I saw an error saying "Secure Connection Failed". I tried in Chrome and Firefox. Both giving the same type of error. I'm using Mac OS X 10.8.5.I

tried to set it up in IMAP, POP, POP+SSL. Basically anything with SSL

will give me the above error. Anything without SSL, will give me Invalid

it up with my personal Gmail and Hotmail accounts. Same issues. osTicket Version

v1.9.5.1 (1faad22)

Web Server Software

Apache/2.2.3 (Red Hat)

MySQL Version

5.5.40

PHP Version

5.3.3Any help will be appreciated. Thanks!

ntozier

Q: Am I correct to say that this can be achieved by setting up

the mail fetch?A: No. Users will be able to add messages to the ticket. Agents cannot, their email responses are logged as internal notes.Re: "I tried to use a corporate

Gmail account as the default outgoing email address and tried to setup

the mail fetching via IMAP + SSL."You haven't actually told us what settings you put into your email config.What port number are you using?Did you enable IMAP in your gmail account? If not then you need to.Have you checked your date and time settings to ensure that the Time Zone matches where you live?Are you running firewall software on your webserver that's intercepting or blocking the traffic to google?As a side note, that is not part of your problem did you setup cron on your webserver?If not then you shold probably read this: http://osticket.com/wiki/POP3/IMAP_Setting_GuidePlease help us to help you by reading and following the posting

guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

krisgondo

Hi thanks for replying. It's good enough to have the customers to be able to add messages to the ticket via their email program directly (without logging in to osTicket). Apologies for not providing info on the IMAP, I thought all Gmail IMAP setting is the same and it's mentioned already in the osTicket wiki. So here are the details:Corporate Gmail account --> for this one, the IMAP and POP might not be enabled as default, hence the issue we received.IMAP + SSLIMAP: imap.gmail.comPort number: 993Personal Gmail account --> IMAP and POP are both enabledIMAP + SSLIMAP: imap.gmail.comPort number: 993POP + SSLPOP: pop.gmail.comPort number: 995Personal Hotmail account --> POP is enabled, I couldn't find a way to enable IMAPPOP + SSLPOP: pop-mail.outlook.comPort number: 995I still tried to use IMAP + SSLIMAP: imap-mail.outlook.comPort number: 993I hope the above info is sufficient, but please let me know if you need more.I checked just now, the time and date settings in osTicket matches where I live. There's a firewall in our corporate Gmail server. I am not quite sure for the web server that hosts osTicket. There might be. Was talking to a team member of mine and trying to set up a local mail server in the same server that hosts osTicket. Once setup, will try to use the email address from local mail server as the default outgoing email in osTicket. Let's see how that one goes.As for the cron... I'm very new to all this and not so technical to be honest. So I'm not even sure what cron means and what it does. If you could please shed some lights to why cron is necessary, that would be highly appreciated. Thanks!

ntozier

IF you tried three accounts and are getting the same error, then its probably not the accounts, but traffic to/from the mail servers. Definitely look into firewalls, antivirus software etc.cron is a time based task scheduler on *NIX systems. In windows you would use Windows Task Scheduler.osTicket comes with a cron.php thats utilized to trigger things like email collection.

jbwilloughby

If you have not resolved your issue with email fetching and google mail take a look at this: Google announced back in April 2014 that it would improve the sign-in security of its services and affect any application sending usernames and passwords to the company. If you open the new less secure apps page under security settings on Google, you will notice that Google has disabled access by default.Google states on it that "some devices and apps use insecure sign-in" technologies to access account data, and that the disable setting blocks these apps and services from accessing the Google Account.

You can flip the switch here to enable less secure applications again so that access is regained.