Help with Email Fetching

dgibson123

I installed osTicket version 1.15.2 on CentOS 8. The issue I am having is using Email Fetching. I have enabled it but email is not being fetched. The only way it works is to use the 'Fetch on auto-cron' but that requires someone interacting with osTicket often. Please help troubleshoot Email Fetching.

osTicket 1.15.2
Apache 2.4.37
MySQL 10.3.27
PHP 7.4.16

Thank you very much,
Denise

dgibson123

To further clarify I am using Office 365 and I have supplied all the IMAP & SMTP settings that I obtained from Outlook.

Thanks,
Denise

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details? (see Admin panel -> Dashboard -> Information)

Email configuration? (see Admin panel -> Emails -> Emails)

Did you schedule polling (ie cron.php)? (see Schedule Polling)

Are you running SELinux?

dgibson123

ntozier
Thanks for the quick reply.

I disabled SELinux (SELinux status: disabled) after the installation.
I apologize but I opened this post with all the version information I thought was needed. Here it is again:
osTicket 1.15.2
Apache 2.4.37
MySQL 10.3.27
PHP 7.4.16
CentOS Linux release 8.3.2011

All PHP extensions are installed without error.
Nothing has been written to system logs in osTicket since I installed/ran the upgrader.

I did schedule polling and that part is working but I have to refresh osTicket in order to see the tickets come in. This is not what we want though. When a user sends an email our hope was for the ticket to automatically create based on being able to fetch the email.

I grabbed all the details to configure emails from outlook by going to the imap settings and have set fetch frequency to 1 minute; Emails per fetch to 10.

I have enabled Fetching email via IMAP or POP.
Port # 993
IMAP + SSL Mail Box Protocol
SMTP is enabled
Port # 587
Authentication Required is 'Yes'

dgibson123

Contents of my crontab file:
*/1 * * * * ocbssadmin /var/www/html/osTicket/api/cron.php

ntozier

It sounds like you have autocron enabled if you have to load osTicket for mail to flow... and that there is a problem with your cron job. Since the mail appears to be flowing okay when you refresh osTicket it sounds like there is no problems with the email settings.

I haven't run CentOS 8 so I'm not entirely sure what user your Apache runs as but according to your cron it is:
ocbssadmin

Second thing that I notice about your cron is that you only have the path to the cron.phpfile.

If the username is right then you should be using something more like:
*/5 * * * * ocbssadmin /path/to/php /var/www/html/osTicket/api/cron.php

dgibson123

All it took was adding the path to php and now email fetching is working without having to keep reloading osTicket.

Thank you very much!

Denise

ntozier

Very welcome. 🙂