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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Email Ticketing - Polling

Hey guys.

I'm currently a Sysaid Pro admin for our company but never liked it, so I googled around and found osTicket. Loving the layout and the simple setup!

I'm having a problem with the email side of things during setup though.

Server where osTicket is installed:

Windows 2008 R2
Parallels Plesk 11.05 running on Mailenable.

I have no issues sending mail from osTicket, but I cannot get piping or Polling to work for users to use the email ticketing system. It seems that I can't go the piping route because of Windows and MailEnable so I went for the polling route.

I am an absolute noob when it comes to anything PHP related, so I tried to follow instructions as closely as possible. I noticed that I didn't have a PHP directory in the root of my C, but my PHP websites do work perfectly for the domains that have websites. Regardless of this I downloaded PHP from here http://php.net/downloads.php, created a php folder in the root of my hdd, and extracted the files there.

From here I created a Scheduled task as outlined:
http://osticket.com/wiki/POP3/IMAP_Settings
"For windows users in "Scheduled Tasks" add "c:\php\php.exe c:\mywebsitename\osticket\api\cron.php"
(by the way the path of the websites on my server is C:\inetpub\vhosts\websitenames\httpdocs)

I did as requested, made sure my paths and filenames are correct, and I have the scheduled task running in 5 minute increments. I then tested it by sending mail to the specified mail account, which successfully delivers to the mailbox, but no ticket appears on the osTicket dashboard, nor do I get a mail reply stating that a ticket has been created.

I can confirm that the mail account used for the sending and receiving of mail from osTicket works, as I set it up in outlook and it sends & receives perfectly.Also testing SMTP from osTicket from the control panel using this account works perfectly. I've also tried multiple other accounts to no avail.

Now just a question to the guys that know php, seeing that I had to add a task "c:\php\php.exe c:\mywebsitename\osticket\api\cron.php" I tried the following.

I opened the php dir from command prompt and when I type the following "c:\php\php.exe c:\mywebsitename\osticket\api\cron.php" and press enter, it does nothing, no errors or anything, just a blank cursor that moves down a row and sits there.

Dunno if that's maybe an issue as I don't know what should happen from here on, and if you can even test it like that.

Any help would be greatly appreciated.

Cheers.

Comments

  • Please see my post in the thread: http://osticket.com/forums/showthread.php?t=8222

    its for an older version of osTicket but still stands true as I still use this setup today. I've always needed to use the -f directive to get it to work.
  • ntozier;43879 said:
    Please see my post in the thread: http://osticket.com/forums/showthread.php?t=8222

    its for an older version of osTicket but still stands true as I still use this setup today. I've always needed to use the -f directive to get it to work.
    Thank you kindly for taking the time to reply, I will give this a bash quick and report back :D
  • @ntozier, here is a copy of my bat file which I put in task scheduler

    "C:\Progra~2\Parallels\Plesk\admin\bin\php.exe -f C:\inetpub\vhosts\mydomainname.co.za\httpdocs\help desk\api\cron.php
    "

    I made sure that the path is indeed correct, as I can Commandline browse to both paths perfectly. When I run the bat file, the black command window stays up for a second and then just closes, but I could swear I saw an error quickly flash up before it closed.

    I then ran the .bat file from Commandline and then found an error, which I will now be investigating. I'm pretty sure this is the final hurdle as things are actually moving someplace. Here is the error:

    C:\Users\Administrator\Desktop>osticket.bat

    C:\Users\Administrator\Desktop>C:\Progra~2\Parallels\Plesk\admin\bin\php.exe -f
    C:\inetpub\vhosts\mydomainname.co.za\httpdocs\helpdesk\api\cron.php








    var opt_no_frames = false;
    var opt_integrated_mode = false;


    <
    /html>

    EDIT: Don't worry about spaces in the bat file names you will notice above, this forum adds random spaces when I copy and paste lot's of text, so some words have spaces where there should not be"

    Edit:2

    I Downloaded a new copy of PHP, using version 5.4, remade the bat file, and am now getting this after I run the bat file.

    PHP Warning: imap_open(): Couldn't open stream {MyServerIP:110/pop3/novalidat
    e-cert}INBOX in C:\inetpub\vhosts\MyDomainName.co.za\httpdocs\helpdesk\include
    \class.mailfetch.php on line 130

    Making Progress, I think :S
  • Double post, Making some more progress!

    After redoing PHP and the bat file I am now down to this error message:

    "PHP Warning: imap_open(): Couldn't open stream {MyServerIP:110/pop3/novalidat
    e-cert}INBOX in C:\inetpub\vhosts\MyDomainName.co.za\httpdocs\helpdesk\include
    \class.mailfetch.php on line 130"

    Dunno why it mentions imap as I am using pop, hopefully it's just code that I can ignore. Anycase;

    I am now also receiving this message periodically in my admin email account which I setup with osTicket:

    osTicket is having trouble fetching emails from the following mail account:

    User: [email]support@mydomain.co.za[/email]
    Host: xxxxxx
    Error: Too many login failures

    5 consecutive errors. Maximum of 5 allowed

    This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes"

    http://::\inetpub\vhosts\mydomain.co.za\httpdocs\helpdesk\api\cron.php
    Trying to figure this one out. I run the mailserver myself, I've created multiple accounts on it, even using different domains ( I host about 80 domains on this server) and get the same message with each and every one.

    Naturally I am positive that my authentication (User account, pass etc) is correct. I am able to send a test email using any account I setup within osTicket, using the diagnostics feature. But I've tried 5 email accounts now, on 4 different domains, and I keep on getting a message in my inbox that there are too many authentication failures on any account I've setup.
    I've setup these accounts on my Outlook, ipad, iphone and blackberry and they authenticate, send and receive without issue. Webmail also works perfectly.

    I'm wondering if it does not have to do with the error I am getting in the bat file

    "PHP Warning: imap_open(): Couldn't open stream {MyServerIP:110/pop3/novalidat
    e-cert}INBOX in C:\inetpub\vhosts\MyDomainName.co.za\httpdocs\helpdesk\include
    \class.mailfetch.php on line 130"
  • How many mails do you have in the inbox you're checking?
  • This sounds like a server configuration issue to me here are a couple things that you should check.

    1. check and make sure that the php5_imap extension is enabled in your php.ini. You may be using POP but it handles both POP and IMAP connectivity. (it;s a poorly named package imo)

    2. since its talking about certs it makes me think that there is an SSL issue. PHP by default does not have SSL enabled. You should check your php.ini to ensure that the php_openssl extension is enabled.
  • Jared;44196 said:
    How many mails do you have in the inbox you're checking?
    All the mails are delivered to the mailbox I use to set it up. I've used countless mailboxes for testing, and all test mails deliver to this box. I've tested by sending anything from 1 to 20.
    ntozier;44241 said:
    This sounds like a server configuration issue to me here are a couple things that you should check.

    1. check and make sure that the php5_imap extension is enabled in your php.ini. You may be using POP but it handles both POP and IMAP connectivity. (it;s a poorly named package imo)

    2. since its talking about certs it makes me think that there is an SSL issue. PHP by default does not have SSL enabled. You should check your php.ini to ensure that the php_openssl extension is enabled.
    Thanks ntozier. I noticed the same thing regarding the imap extention, it was commented out in the ini, so I enabled that. I will do some digging on the php_openssl one you mentioned and report back.

    thanks for the input guys :)
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