Email and Fetching - Page 2

Emails are not being fetched for any mailbox after moving osTicket to new server hardware (VM copy). PHP temp dir not writable in Windows.

Set a custom PHP temp directory in php.ini (sys_temp_dir and upload_tmp_dir) pointing to a folder where the IIS application pool user has full write access. Do not rely on C:\Windows\Temp.…

Emails are automatically being merged into existing tickets instead of creating new tickets, even though the user says they composed a new email.

Check the thread entry headers: open the merged ticket, click the dropdown arrow on the merged entry's blue bar and select 'View Email Headers'. Look for In-Reply-To or References headers…

After migrating/upgrading osTicket to a new Windows server, Auto Cron stops working and email fetching fails. PHP temp directory is not writable.

On Windows + IIS + PHP, configure PHP to use a writable temp directory via the INI file (set sys_temp_dir and upload_tmp_dir to a directory where the IIS app pool…

Incoming emails from iPhone Mail (multipart/alternative MIME) result in tickets with '(empty)' body after upgrading from v1.17.5 to v1.17.7. No PHP errors.

Root cause is a change in v1.17.6 to the getRawEmail() method in include/class.mail.php -- trim() was added to the header string which can strip MIME boundary formatting needed by the…

Email fetching is intermittent -- Auto Cron fires but responses to tickets are not appended. Set to 'Do Nothing' for fetched emails.

Never rely on Auto Cron -- set up a proper Windows Scheduled Task or Linux cron job instead (see https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html). Change the Fetched Emails setting from 'Do Nothing' to 'Archive…

Does osTicket support agents replying to tickets by email without logging in?

No. This is not natively supported. Agents must log into the web interface to post replies that are sent to the customer. Replies to notification emails are not processed as…

osTicket search is not indexing ticket data -- ost__search table is empty even after tickets are created.

The ost_search table is populated asynchronously via the signal system on model.updated events, not immediately at creation time. Run the cron job to trigger re-indexing. If the table remains empty…

Forwarded emails from agents' email clients (e.g. drag-and-drop from Thunderbird to the osTicket mailbox) are bypassing filters and going to the default department and help topic since upgrading.

Check the raw email headers of a forwarded message -- when an email is dragged/forwarded, headers change entirely (new From, new Message-ID), which may not match your filter rules anymore.…

How do I set a password for a newly created agent when I do not want to send them an activation email?

When creating the agent, click 'Set Password'. In the password dialog, uncheck the 'Send Welcome Email' (or 'Send Password Reset Email') checkbox -- this reveals the password input fields. Enter…

User search (autocomplete) for adding users shows no suggestions when typing partial names, but typing the full name works.

If users were imported directly into the ost_user table via SQL (bypassing the UI import), the ost_cdata search index table is not populated. Drop the ost_cdata table and run cron…