Unable to fetch ticket in timely manner

ShailendraPhonon

We are not able to receive the ticket on the interface on timely manner. At times, it is taking greater than 15 mins and at times, not fetching the ticket. Below is the configuration done. Please suggest the changes if any:

ramrajone

ShailendraPhonon
Need to setup RECURRING TASKS SCHEDULER (CRON JO?
ttps://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html

ShailendraPhonon

Thanks for the reply, but getting the error while executing cron.php:

PHP Fatal error: APCuIterator::__construct(): APC must be enabled to use APCuIterator

ShailendraPhonon

Hi,

Now, ticket generation through email is completely stopped. It is reading the inbox, but ticket is not getting created-
The following is entered in the crontab:
/2 * /usr/bin/php /var/www/html/support/api/cron.php

osTicket Version v1.11 (d4e240b)
Web Server Software Apache 2.4
MySQL Version 5.7.24
PHP Version 7.1.27

Please suggest.

ShailendraPhonon

Now able to generate ticket after disabling extension=apcu.so in php.ini. I think either OSticket v1.11 or PHP v7.1.27 is not supporting APCu.

ntozier

APCU?
Please see: https://github.com/osTicket/osTicket/pull/4731

As a side note checking every minute for 30 emails is probably a bad idea. If it takes more than 1 minute for all 30 to come through and cron triggers again... you're going to have a collision. This could result in multiple copies of the same ticket.

How often are you running cron.php?

ShailendraPhonon

Post disabling APCU in php.ini (commented the line- extension=apcu.so) I am getting the tickets from email. In crontab (CentOS7), I configured it to run every 1 minute cron.php. And in OSTicket configuration, changed it to 2 minutes, 20 emails.

Please suggest.

ntozier

I've used 2 min 10 emails for a long time (years). I also have the mailbox opened in my local copy of outlook (so I can drag emails to it that are mistakenly sent to me or one of the other mailing lists that I am on) and the most I have seen in the mail box is 8. So really it depends on how much traffic you think that you are going to get to the address and some empirical research.

The docs actually recommend 5 minutes, but I wanted to bring the time down from enter to someone seeing it.

ShailendraPhonon

Thanks for the update. I have updated 2mins 10 emails. Will monitor the same.

Also suggest, is it necessary to have someone logged-in on agent interface to fetch the ticket ? As in our scenario, no one can login 24x7. but ticket needs to be generated as soon as it comes to configured emailID.

ntozier

If you do not setup to run cron.php on a scheduler (such as cron or windows task scheduler) then you need to use the autocron setting (Admin panel -> Emails -> Settings) which triggers on staff activity. Running it with a scheduler alleviates the need for someone to be logged in for mail to be checked.

ShailendraPhonon

Ok, great, this is also working. This ticket can be closed.

Thanks for the help.

ntozier

Very welcome. ?