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I am receiving 'HelpDesk Alerts' every 15 minutes (which is flooding my inbox). No settings have been altered within osTicket system (version 1.9.2) nor our email server. Can anyone assist with this issue?
Mail Fetch Failure Alert
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Welcome to OST, 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.
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And identifying which "alert" might be helpful.
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As requested, here is more information about my osTicket environment:no PHP errors (PHP version is 5.6.30)OS: Apacheclient OS: Windows 10no URL/locationscreen shots (email content provided below)email: SMTPAlso, I've attached screen shots of the email settings within osTicket.The email (which I'm receiving every 15 minutes) subject is 'mail fetch failure alert'. I've never received this type of message before and no settings or changes have occured on the osTickety system. The email address is our help desk email (helpdesk alerts: helpdesk@mg-rc.org.The email content is the same:
osTicket is having trouble fetching emails from the
following mail account:
User: helpdesk@middlegeorgiarc.org
Host: achieva.websitewelcome.com
Error: Can't connect to achieva.websitewelcome.com,993:
Connection refused
128 consecutive
errors. Maximum of 5 allowed
This could be
connection issues related to the mail server. Next delayed login attempt in
approx. 10 minutes
http://helpdesk.middlegeorgiarc.org
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Your system is trying to collect email from an email account, and it is failing.It is sending you the notice so that you can take steps to change/update your email settings in osticket so that it does not fail."Error: Can't connect to achieva.websitewelcome.com,993:Connection refused"The connection is being refused by the mail server.
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So, how do i change the email settings? I've looked at all the email related pages within osTicket but nothing is jumping off the page to assist me, hence this request for help within this forum.Thanks in advance.
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you go to the email settings... like in the screen shot that you posted.Admin panel -> Emails -> Emails.
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Password changed on the email? SSL enabled now and you didn't set it up properly in OSTicket?
9 days later
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no it hasnt. the emails are constant and i cannot pinpoint where they are coming from. I have disabled 'email fetching' from incoming emails. I have also disabled 'email fetching via IMAP or POP' under the email address itself. This does not have anything to do with the actual emails of new tickets or new ticket alerts. I've checked everywhere within osTicket and can not figure this out. Are there any system/configuration files I should look into on the server?
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Wait so you have disabled all the emails, and the system is no longer sending or checking emails?And you are still getting emails saying fetch error?
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yes
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wait....no.the emails for new tickets, ticket assignments, etc. are working correctly.however, i am the admin & am receiving these email fetch failure alerts to my email address (admin email address) every 15 minutes. i cant figure out why i am receiving them and how to stop them. even though ive disabled email fetching. i hope this makes sense.
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Did you clone your ticket system and upgrade the clone and put it into production?
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no i didnt upgrade the osTicket system. It has been at this version for over a year.
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So when did this start?Did you delete the old site when you upgrade a year ago? Or are you still running both in tandem?Obviously if you are still trying to collect email... then there is some place (an email) in the live site, or an email in the old site that is collecting email and failing.
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i dont have an old site or have not upgraded at all. i've been here working with osTicket for a year and it hasn't changed (meaning there hasn't been a need to upgrade the version or any server work) in that time period.
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Are you sure it's OSTickets side? Call your provider to troubleshoot on their end. I only say this because you have been using OSTicket and didn't make a change to it.
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They there is a email in osticket that you have not disabled like you say you have.
2 years later
osTicket Version v1.12 (a076918) — Up to date
Web Server Software Apache
MySQL Version 5.7.26
PHP Version 7.2.17
Either this is all a big coincidence or there really is a bug in osticket here.
Found this thread by googleing "Maximum of 5 allowed" because we are receiving this "Mail Fetch Failure Alert" (which is the mail subject) every 10-15 min. as well.
As in the previous post from mgrembowski on June 7, 2017, our email says exactly the same amout of "consecutive errors":
128 consecutive errors. Maximum of 5 allowed
The rest of the e-mail alert is the same as well. Nothing in the System Logs tho (/scp/logs.php).
Strage thing: Everything is working as intended. Mails get fetched every minute and tickets are created perfectly. Just our inbox is flooded with this alerts.
Possibly on the weekend the server was in maintenance (offline) and at this time no e-mails could be fetched. But now everything works and the alerts come anyway.
Is there a way to clear these 128 consecutive errors from somewhere? Perhaps they just need to be cleared because the alert says "Maximum of 5 allowed" but 128 errors occured.
Thanks for your help!
@meder This thread is 2 years old. Please do not be a necromancer.
osTicket reports if it has a problem connecting to your mail server and getting emails.
This error literally means that it tried to connect [to fetch emails] and failed (a lot).
You would want to look at the mail server logs to identify why.
Maybe your settings [frequency is too low and fetch number is too high] and its trying before the last run has completed and your mail host only allows one connection at a time from the webserver. We would have no way of knowing why the connection failed you would have to consult the logs.
Killing zombie thread with a head shot.