Fetched E-Mails are not shown as Tickets in the Dashboard

GillBates · 12 Dec 2021, 21:34

Hey there,
after struggling hours for setting up the unvdesk on my Linux environment, I have the issue, that tickets are not shown in the dashboard:

uvdesk_mailbox.yaml

uvdesk_mailbox:
    emails: ~
        # Often Reply emails like from gmail contains extra and redundant previous mail data.
        # This data can be removed by adding delimiter i.e. specific line before each reply. 
        # delimiter: '<-- Please add content above this line -->'
        # enable_delimiter: true
    
    # Configure your mailboxes here
    mailboxes:
        mailbox_3223:
            name: ***@domain.com
            enabled: true
            deleted: false

            # [SMTP] Outgoing mail server
            # Swiftmailer smtp mailer to use for sending emails through on behalf of this mailbox
            smtp_server: 
                mailer_id: mailer_0060

            # [IMAP] Incoming mail server
            # IMAP configurations to use for fetching emails from mailbox
            imap_server:
                host: '***'
                username: ***
                password: ***

uvdesk.yaml

parameters:
    app_locales: en|fr|it
    
    # Default Assets
    assets_default_agent_profile_image_path: 'bundles/uvdeskcoreframework/images/uv-avatar-batman.png'
    assets_default_customer_profile_image_path: 'bundles/uvdeskcoreframework/images/uv-avatar-ironman.png'
    assets_default_helpdesk_profile_image_path: 'bundles/uvdeskcoreframework/images/uv-avatar-uvdesk.png'

    uvdesk_site_path.member_prefix: backend
    uvdesk_site_path.knowledgebase_customer_prefix: frontend
    
    # File uploads constraints
    # @TODO: Set these parameters via compilers
    max_post_size: 8388608
    max_file_uploads: 20
    upload_max_filesize: 2097152

uvdesk:
    site_url: 'ticket.helpdesk.eu'
    upload_manager:
        id: Webkul\UVDesk\CoreFrameworkBundle\FileSystem\UploadManagers\Localhost
    
    support_email:
        id: ***@domain.com
        name: My Name
        mailer_id: mailer_0060
    
    # Default resources
    default:
        ticket:
            type: support
            status: open
            priority: low
        templates:
            email: mail.html.twig

GillBates · 12 Dec 2021, 22:59

Issue solved! It was pretty nasty.

It seems, that when the IMAP Username is not an email address (such in my case), the processing of emails will fail.

The developers should recognize, that not every mail provider uses an email address as username.

Since I changed the Mail provider, it works like a charme.

peopleinside · 12 Dec 2021, 21:40

Hi, thanks for your post.
Have you seen other topics like this one: https://forums.uvdesk.com/topic/2006/not-create-the-ticket-from-email ?

Check also https://forums.uvdesk.com/topic/2004/in-refreshmailboxcommand-php-line-88/22

UVdesk developer will reply asap if the issue will never get resolved.

GillBates · 12 Dec 2021, 22:19

Hey there, I have followed the Instructions. But with not success. How can I enable the Debug-Mode?

peopleinside · 12 Dec 2021, 22:31

@GillBates from developers:

The reasons why a mail is not fetched

it may be only due to two reason.

site_url not correct.

Processing of ticket conversion URl is blocking due to any security reason.

as the https://forums.uvdesk.com/post/2990 say.

Had you tried also to follow what is there https://forums.uvdesk.com/post/2994 ?

GillBates · 12 Dec 2021, 22:33

Yes! I did. The linked Issues are not really similar to my issue. Site-URL ist correct, Frontend is working. Fetching mails are working. they are lost during the import.

peopleinside · 12 Dec 2021, 22:36

Yes, this is a common issue means happen often also to me.
Once we are able to understand why this happen than will be easy made the fix.

Remeber that if email has been flagged as read will not generate anymore any ticket in the user interface; if you need run a new test you need mark the email as unread or send another email.

Actually I suggest to wait in this week, a team UVdesk member will reply to you, if not you can return on the forum and write back Right now I think UVdesk team is not in the office hours.

GillBates · 12 Dec 2021, 22:59

Issue solved! It was pretty nasty.

It seems, that when the IMAP Username is not an email address (such in my case), the processing of emails will fail.

The developers should recognize, that not every mail provider uses an email address as username.

Since I changed the Mail provider, it works like a charme.

peopleinside · 12 Dec 2021, 23:04

@GillBates I'm glad you resolved.
Thanks for sharing what was wrong.

Solved Fetched E-Mails are not shown as Tickets in the Dashboard