ticket fetching issue when offline

Rohit_10

Hi @ntozier i installed osticket for my company . i have set everything proper as shown in osticket details setting.
Im facing problem when i send some mail to support id (which i added in ostick for autoresponder )
im not getting any ticket from osticket panel. but when im logging in osticket than that time im able to receive ticket.
please suggest me some help

ntozier

"Fetch on Auto-cron" (1st and 3rd screen shot you gave) should be disabled and you should schedule polling.

For more information please see Schedule Polling at:
https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html

Rohit_10

Thanks for reply sir,
Wanted to tell you I have tried that option also but I'm not getting the auto ticket when I was offline

ntozier

Then you will need to troubleshoot why that is.
Check your settings to make sure that you scheduled it to repeat.
Check your PHP error logs.

Rohit_10

Hi ntozier i have checked that link you have sent , so here is my conge please check

i just simply want if im offline and if some one send mail to my support id i should get ticket from os ticket means offilne ticket also

ntozier

You do not need to edit the cron.php that ships with osTicket.

If you are running Windows:
You would open Task scheduler.
Setup a recurring task to run every minute or so and run the cron.php that ships with osTicket.

If you are running Linux:
Google how to setup a cron job.
An article like this would would you in the fright direction.
https://opensource.com/article/17/11/how-use-cron-linux

If you cannot do either of the above, you would use a third party cron utility service and edit and use the rcron.php file distributed with osTicket.

Rohit_10

Hi @ntozier please check my cron tab
still not fetching when offline.

please guide

ntozier

I cannot tell from the information given or the screen shot if that cron job is running natively on the server that the web files are hosted on or not. You would likely have to talk to your hosting company to find out.

If it is then I think that should work.

If it is not then you need to create an API key and edit the rcron.php in the distribution archive, and call that with cron instead.

Side note you should probably change "Minute" to a number like 1 or 2 on that screen shot.