Should i contact hostgator support ?

Here are screenshots from osticket panel

Thanks guys referred back to hostgator support let see what they come up with

Thank you for contacting HostGator support. My name is xxxxx, and I am a Web Advisor II that will be further investigating this escalation for you. I would like to apologize for the delay in replying to you. We are currently experiencing a higher than normal volume of escalated requests, and our response times are not where we would like them to be. While that is no excuse, we are working diligently to reduce the delay in our responses.

As I understand, based on the escalated case notes, you would like to update the PHP CLI to 5.6 or higher in order to utilize osticket. I apologize for the inconvenience this issue has caused you and I will do my best to assist you with this matter.

I have successfully updated the PHP CLI version from 5.4 to 7.1. The update can be confirmed by logging into your server via command line and running php -v. I have provided my php -v output below.

PHP 7.1.33 (cli) (built: Dec 17 2019 23:26:37) ( NTS )
Copyright (c) 1997-2018 The PHP Group
Zend Engine v3.1.0, Copyright (c) 1998-2018 Zend Technologies
with the ionCube PHP Loader + ionCube24 v10.3.9, Copyright (c) 2002-2019, by ionCube Ltd.

This PHP change should allow you to utilize the osticket. If the error persist, please reply with detailed replication steps that will allow us to mimic the error or any available bounceback messages. This information will greatly assist us in troubleshooting this matter further.

I hope I was able to assist you with your concern. If I have misunderstood your what you are requesting, I sincerely apologize. I am strictly going based off of the information provided to me. Please correct me if I have not addressed your concern accurately.

Also, there is a brief survey at the bottom of this ticket regarding my performance. If you have a moment to take it I would greatly appreciate your feedback.

If you require further assistance or have any additional questions, then please do not hesitate to reply to this email so that we may continue to help as needed.

Email piping still not working this is getting very frustrating as any emails sent to tickets email address need to be updated manually to ticket.

Any help and advice on next steps would be appreciated, i have sent them another email with link to this page lets see what they come back with ?

Hi Quick update

We are one stage further see below;

My name is ? and I am a Web Advisor II here at HostGator. I have reviewed your case 19778708 regarding osTicket on the cPanel of btssn.co.uk.

First and foremost, I would like to apologize for any inconvenience that this issue may have caused you and your business. Secondly, I would like to apologize for the delay in our response time, the ticket queue has been higher than usual and has caused some delays. I did some investigating and I found that updating the PHP version the forwarder/piping is using resolved the issue.

I tested the current pipe that is set up and received the same error:

btssn@btssn.co.uk [_]# test | /home/btssn/public_html/ticket/api/pipe.php
Failed loading /opt/ioncube/ioncube_loader_lin_5.6.so: /opt/ioncube/ioncube_loader_lin_5.6.so: undefined symbol: zend_execute_ex
Failed loading /opt/php56/lib/php/extensions/no-debug-non-zts-20131226/ZendGuardLoader.so: /opt/php56/lib/php/extensions/no-debug-non-zts-20131226/ZendGuardLoader.so: undefined symbol: zend_execute_ex

I created a new pipe added '/opt/php71/bin/php' at the beginning of it to force it to use PHP 7.1, once this was done, it was different results:

btssn@btssn.co.uk [_]# test | /opt/php71/bin/php /home/btssn/public_html/ticket/api/pipe.php

(400) Email parse failed []
(400) Unable to create new ticket: validation errors:
user: Incomplete client information
5: Issue Summary is a required field
6: Issue Details is a required field
(416) Request failed - retry again!

^The error that it received with PHP 7.1 is only due to missing information and not PHP related. It looks like this may work.

I left the forwarder/pipe you had there since I did not want to remove it without your approval. If you are able to confirm that the forwarder I created now works, then please remove the forwarder you had setup.

So the email piping is working now however i am still getting Mail delivery failed: returning message to sender message even though message has been added to osticket

Here is my reply below to hostgator below:

Hi J?,

Many thanks for your help and support in resolving issue, although you have managed to fix email piping issue and messages are being added to osticket now, i am still receiving an error email even though email piping has worked correctly and i have deleted old forwarder.

Here is error email below:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

pipe to |/opt/php71/bin/php /home/btssn/public_html/ticket/api/pipe.php
generated by ???@btssn.co.uk

The following text was generated during the delivery attempt:

------ pipe to |/opt/php71/bin/php /home/btssn/public_html/ticket/api/pipe.php
generated by ???@btssn.co.uk ------

Reporting-MTA: dns; merkur.websitewelcome.com

Action: failed
Final-Recipient: rfc822;|/opt/php71/bin/php /home/btssn/public_html/ticket/api/pipe.php
Status: 5.0.0

I am aware of this link here
https://docs.osticket.com/en/v1.14.1/Getting%20Started/Email%20Piping.html

Where it mentions to update php,ini and exim.conf

Hope this helps and we can finally resolve issue although we are 90% there

Just relaised now have these api error messages

ramrajone

That is the only option i have and sending out test message is fine no errors only when email piping occurs there is error

Update time,
So hostgator have fixed mail delivery error the only issue i now see is api errors

see attached screenshots

my next step will be to give hostgator a login to ticket system so they can check and fix any help or advice would be appreciated