Unable to fetch emails/tickets from gmail

ronaldmagno

Hi,I am not sure why the osTicket is not pulling from the gmail account I had originally set up (was working fine before).The tickets are sitting in the mailbox that I had setup (helpdesk@manage.com), but not being pulled by osTicket so I am not able to see the the ticket in osTicket and not receiving any email notifications. I believe I have the settings correct, so I am not sure how to go about troubleshooting.https://support.google.com/mail/answer/78799?hl=en&ref_topic=2769074 <=== Double checked this alreadyAny suggestions or anything i should check?Thanks,Ronald

ntozier

Version of osTicket?email settings?Please 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.

ronaldmagno

Sorry! Here is my version of osTicket. I am using IMAP to pull tickets from the mailbox helpdesk@manage.com. osTicket Versionv1.9.3 (bba9ccc)Server SoftwareApache/2.2.29 (Unix)PHP Version5.3.29MySQL Version5.5.39

ntozier

email settings?1.9.3 is pretty old at this point. You might want to upgrade.If this was working and it suddenly stopped you might want to re-enter the password in the email settings.Also check the gmail account to make sure that it allows you to connect via imap (google side).

ronaldmagno

Yeah, those were the first things I checked. Email is correct and imap is also enabled on the gmail side.*see attached for email settings.Not sure what I am missing

ntozier

Have you tried re-entering the password?I presume that you are running cron?

ronaldmagno

Yes, I have re-entered the password and I am now running cron.

ntozier

and did that fix the problem?

ronaldmagno

It only sends notifications only when I am logged in and not any other time.

ntozier

your default alert email is noreply@manage.comwhat are the settings for that?

ronaldmagno

Here are the settings for noreply@manage.com. This one isn't tied to anything

ntozier

When cron triggers are your emails being checked?Why do you think that alerts are only sent when you are logged in?re: noreplyokay so since that isn't set to send via SMTP, then the system us either trying to send via PHPmail or via the other account. Your system settings say that its supposed to send via the helpdesk@ address. My first thought is can helpdesk@ send an email through gmail servers from noreply@.

ronaldmagno

Without fetch on auto cron - unchecked-I currently receive no notifications and the emails aren't being pulled when logging into osTicketWith fetch on auto cron - enabled-The tickets are being pulled in osTicket and I am receiving the emails - only when logging in.---Sent a few test emails to helpdesk@manage.com and after waiting a while, decided to log in and check. Once logged in, I can see the tickets were pulled and I receive all the email notifications on my inbox.I think the alerts are only sent when logged in because of the the auto cron feature -see attached.

ntozier

Alerts are only sent when there are alerts to send... (a new ticket being opened, a ticket being updated, etc.)So no alerts means that these things are not happening.If autocron is unchecked and you are not geting emails turned into tickets, then there is something wrong with your cron task.

ronaldmagno

I checked the cron task while troubleshooting this issue and seemed to be the only way to receive these tickets. I don't believe we set up any cron tasks.Shouldn't it be technically working with the settings as is? (without cron task)

ntozier

Q: Shouldn't it be technically working with the settings as is?A: No. You need to run cron.

ronaldmagno

Well, glad that we narrowed that down. How would one go about checking and start to troubleshoot a cron task?Thank you for help and patience, as I am not the most tech savvy person (as you can tell).

ntozier

How are you calling the cron.php?Are you getting any errors in your PHP error log?