Solved email and customer reply not coming to uvdesk

[networkadmin]

incoming email example@company.com not creating ticket automatically and when we create new ticket client get email notification and whenever agent reply they get email but if they reply is coming example@company.com but not showing up on uvdesk system as reply any help would be appreciated

[peopleinside]

@networkadmin thank you for your question on the UVdesk forum.
Please look at the following topic: https://forums.uvdesk.com/topic/1988/how-to-debug-errors-and-email-fetching-errors

[peopleinside]

@networkadmin thank you for your question on the UVdesk forum.
Please look at the following topic: https://forums.uvdesk.com/topic/1988/how-to-debug-errors-and-email-fetching-errors

[networkadmin]

https://shownotes.opensourceisawesome.com/uvdesk/
i follow this and cant find any files relates to uvdesk i dont know why any idea?

[networkadmin]

[networkadmin]

i dont know how to do this /opt/plesk/php/7.4/bin/php bin/console uvdesk:refresh-mailbox helpdesk@mysite.it because i dont find any

[peopleinside]

@networkadmin said in email and customer reply not coming to uvdesk:

https://shownotes.opensourceisawesome.com/uvdesk/
i follow this and cant find any files relates to uvdesk i dont know why any idea?

This is not the official UVdesk guide for the installation.
You can try to look here:

1. https://www.uvdesk.com/it/blog/installation-open-source-helpdesk-uvdesk/
2. https://forums.uvdesk.com/topic/1925/installing-and-setup-uvdesk-for-the-first-time

If you are using the latest UVdesk version 1.1.0 the minimum PHP required may be 8.0 and not PHP 7.4

What are you not finding?

If ticket are not converted from email the issue can be the site_url, the wrong email configuration or some firewall that is blocking.

Please look at the following topic: https://forums.uvdesk.com/topic/1988/how-to-debug-errors-and-email-fetching-errors

If your email cert is not valid you can try to add SSL exception: novalidate-cert (this is less good for security)

{imap.mail.yahoo.com:993/imap/ssl/novalidate-cert}INBOX

If this never solve please remove novalidate-cert as this made security lower.

[networkadmin]

do we have to put like
{imap.mail.company.com:993/imap/ssl/novalidate-cert}INBOX
or
{imap.email.company.com:993/imap/ssl/novalidate-cert}INBOX

our email server is email.company.com

smtp work fine with email.company.com

[peopleinside]

@networkadmin said in email and customer reply not coming to uvdesk:

{imap.mail.company.com:993/imap/ssl/novalidate-cert}INBOX

You can try this.
If the issue persist maybe the issue is in site_url (as described in links given before) or somewhere else.

[networkadmin]

ok i have made a changes will update you once i get any email today.

another question where can i find all website.php files and all i dont find anywhere. i follow exactly same as i provided link https://shownotes.opensourceisawesome.com/uvdesk/

any idea where is the files will be?

[peopleinside]

ok i have made a changes will update you once i get any email today.

@networkadmin you can send to your support email a test email then run the cron job and see if works. If you run the cron job you can also see if there is some errors.

Be sure to not run the cron job as root as this may cause issues with file and folders permission.

another question where can i find all website.php files and all i dont find anywhere.

Sorry, I don't understand what you means.

[networkadmin]

Ok i will try to send email and test so ssh to server and run crontab -e?

What i mean by .php files when i install without docker i can locate all the files for uvdesk but with docker i can only see the files in the picture above.

[networkadmin]

Plus i cant find my mailbox from ssh where it will be?

[peopleinside]

@networkadmin

What i mean by .php files when i install without docker i can locate all the files for uvdesk but with docker i can only see the files in the picture above.

I'm not a developer and neither a UVdesk team member, I don't know how docker install works so cannot help about this. I installed using the official UVdesk guide and composer commands or direct FTP upload.

Ok i will try to send email and test so ssh to server and run crontab -e?

You can find how the Cron Job should be set here on paragraph "Run Cron Job": https://www.uvdesk.com/en/blog/setup-mailbox-uvdesk-open-source-helpdesk/

I use Plesk control panel Cron Job schedule.

Plus i cant find my mailbox from ssh where it will be?

If your support email is support@domain.ext and tickets should be created for email receved at this email address this would be the email address you need insert in the Cron Job command.

[networkadmin]

please advice what need to be done?

[networkadmin]

i cant find uvdesk.yaml anywhere

[networkadmin]

https://www.uvdesk.com/en/blog/open-source-helpdesk-installation-on-ubuntu-uvdesk/

i did installed without docker and i did exactly same Step 1 after that installation process didnt come on web portal

[peopleinside]

@networkadmin when you run:

composer create-project uvdesk/community-skeleton helpdesk-project

what is the result?
This should create a folder called helpdesk-project in your hosting.

Can you see this folder by using FTP?

[networkadmin]

i see all the files

when i run this composer create-project uvdesk/community-skeleton helpdesk-project is successfully download everything

im at step 2 saying open index.php but i cant by ip or localhost. this is ubuntu server not desktop version

[networkadmin]

cant start the setup after step 1 stuck at step 2

[peopleinside]

@networkadmin
The UVdesk will load inside the public folder that I can see in your screenshot!

You will need create an htaccess rule outside of the public folder to redirect the web to the public folder.

This is explained here