We have a problem with our OsTicket. Tickets that are created by emails are delayed with a different time frame from send time of an email from a customer. This is quite troublesome because of SLA times we have - for example if SLA is 4hours, and a delay is about 1.5hours this is very difficult situation for us.
We have email server in our domain which should intercept email and create tickets from them every 1 minute. We performed some tests sending email from different email accounts, and the problem doesent replicate itself every time. Its quite rare, but not rare enaugh to ignore it.
Is there a way to increase logging level of osTicket, so it will show in logs when it download mails from mail-box, so we can monitor situation ? Tampering with download frequency doesen't work. Various emila accounts which send email with new issue doesen't seem to matter either.
The one thing we noticed is that when we hit refresh in browser, the email will be proccesed. At last my coworkers claims it so.