End users cannot update tickets thru emails, but agent can

PWolf

HiI have domain.com located on Google Apps platformUser can receive Agents response in user email.System is not updating user reply when they respond in the email. It is not recorded in the system.I enabled debugging logs but I cannot see anything. Testing sending emails from system works fine. Page where configuration of emails are are not reporting any problems. Successfully updated this emailAbout this osTicket InstallationServer InformationosTicket Versionv1.9.12 (19292ad) — Up to dateWeb Server SoftwareApache/2MySQL Version5.5.46PHP Version5.5.22

ntozier

I presume that you configured the email address that you want to collect email from in osTicket.I also presume that you configured cron or windows task scheduler to run on a time table?

PWolf

Dear ntozierThank you for the tip.Under Settings/emailsI enabled Email Fetching - EnableEmail Fetching - Fetch on auto cronand same second updates came. Hope it can help others...

ntozier

Just so you know... will only trigger on staff activity. This means that if you do not have around the clock staff and an email comes in at 1am, it will not get processed and a ticket created until staff come in the next morning. The recommended setup is to disable that setting and trigger cron.php using a Cron job or Windows Task Scheduler.More information regarding this can be found here:http://osticket.com/wiki/POP3/IMAP_Setting_Guide