[resolved] Can send outgoing email but cannot receive emails

Jurel

I was able to send outgoing email from diagnostics but was not able to received my reply from osticket web browser.
i can see it on my gmail that it is received but not on osticket interface.

Jurel

I have checked my gmail and on my fetch folder, i did not received any emails. only on my inbox. please help thanks!

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)
Email settings?
Did you setup a scheduler to run cron?

Jurel

re cron, i have edited the file from /etc/crontab and added this line.
*/2 * * * * /usr/bin/php -q /var/www/osticket/upload/api/cron.php

ntozier

You have osTicket set to use PHPMail not SMTP. This could be a problem with osTicket sending emails.

As far as receiving emails you haven't show me your email settings for the account that is used to collect email.

As far as your cron

Jurel re cron, i have edited the file from /etc/crontab and added this line.
*/2 * * * * /usr/bin/php -q /var/www/osticket/upload/api/cron.php

Some cron's require the user specified I do not know if your system requires the user to execute it as, but it should be the same user that your web site runs as.

-q is pretty deprecated. Running PHP at command line shouldn't required this directive.

What version of PHP is at /usr/bin/php? (at a command prompt type /usr/bin/php -v and hit enter)
If you have multiple versions of PHP installed this might not be the same version that your web site is running as (7.2.24)

Jurel

I have updated the "Default MTA" to my gmail account since it's the only other option.

I have also updated the crontab, i remove the "-q" and added "root"
*/2 * * * * root /usr/bin/php /var/www/osticket/upload/api/cron.php

For the version, please see screenshot below.

This is my email setting on osticket.

I did all this still the same result.. i can send email thru diagnostics but once i replied to that email thread. i cannot find it on my ticket dashboard.

ntozier

Last I checked Ubuntu ran Apache as user www-data, not root.

Have you followed the gmail configuration video?
https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html#gmail-configuration

or directly on YouTube
https://www.youtube.com/watch?v=xs1k_ocnfd8&feature=emb_logo

Jurel

i followed the youtube procedure

i also tried changing root to "www-data" but still same issue.

ntozier

Are the emails being moved to the [Fetch-Osticket] folder you have it set to?
So you aren't seeing any errors in the logs?

Jurel

No emails are being moved to the "Fetch-Osticket" folder, only on the inbox of my gmail.

This are the errors

sharing aswell my crontab details

ntozier

What are the mailer errors in your screen shot?

I've asked the devs to take a look at this thread.

KevinTheJedi

@Jurel

1.) You need to check your PHP error logs for any fatal errors when cron runs.
2.) You need to ensure emails are going to the osTicket folder as that's where you configured the system to fetch from. If there are no email in the osTicket folder then no emails will be fetched.

Cheers.

Jurel

KevinTheJedi
Sorry im a noob at this.
on item #1. What command do i run?
on item #2. Since there are no emails on my fetch folder. can i just use my inbox so it is guaranteed that it will fetch emails?

ntozier

you locate where your web server stores its PHP error logs are and look at them using your favorite text editor.

If you find any errors, you can paste them here.
the Mail Folder is a new settings. This overrides just using the root INBOX or the mail account.
You should set this to whatever folder you have email in that you want the system to pick up. It is generally recommended that you setup an email account specifically for the ticket system, and just use the base inbox for retrieval.

Jurel

ntozier

Tried running "cat /var/log/apache2/error.log" and this is the output
PHP Warning: Module 'imap' already loaded in Unknown on line 0
PHP Warning: Module 'intl' already loaded in Unknown on line 0
[Wed Jan 20 06:25:11.248630 2021] [mpm_prefork:notice] [pid 17927] AH00163: Apache/2.4.29 (Ubuntu) configured -- resuming normal operations
[Wed Jan 20 06:25:11.248661 2021] [core:notice] [pid 17927] AH00094: Command line: '/usr/sbin/apache2'

Yes, i have a dedicated Gmail account for this. I also tried changing the fetch details to "Do nothing" since its not fetching but still same issue.

ntozier

Jurel PHP Warning: Module 'imap' already loaded in Unknown on line 0
PHP Warning: Module 'intl' already loaded in Unknown on line 0

This makes me think that you are trying to load the same PHP extension/modules more than once in your php.ini.

I do not see any information about the failed connection to get emails. Try going to Admin panel -> Settings -> System, located Default Log Level and change it to DEBUG. Then try manually running the cron.php to see if anything shows up in the logs.

Jurel

I change my default log to DEBUG and this is the output on the system logs.
I also tried reloading the cronjob with this command. "sudo service cron reload"
Tried testing the diagnostics, it has the same issue.
I can received the email from diagnostics but once i replied to it.. it wont show on the ticket dashboard. also nothing is inside my gmail fetch folder, only on my inbox..

ntozier

Jurel I also tried reloading the cronjob with this command. "sudo service cron reload"

This stops and starts the cron service in the OS. It does not trigger cron.php to run,

based on the images:
If you are running cron, you need to shut off autocron.

Jurel I can received the email from diagnostics but once i replied to it.. it wont show on the ticket dashboard. also nothing is inside my gmail fetch folder, only on my inbox..

the fetch folder is where it checked for email... so if there is nothing in your fetch folder it will not pick up any email.
you either need to put the emails in the fetch folder in gmail or not use a fetch folder (and just use INBOX).

Jurel

ntozier
If you are running cron, you need to shut off autocron.

Already disabled "Auto-Cron" option and nothing happens

Also set the fetching email option to "Do Nothing" and nothing happens. see screenshot below

Please help.

Jurel

Hi,

After 5-10 minutes right after changing my fetching target to "INBOX". i was able to see the tickets from my osticket web browser.
I also tried responding to the created ticket and it now adds a ticket thread.

Thanks for the help! this is now solved!