Not create the ticket from email



  • Hi, after the firs day where is all ok, now when fetch the email the system not create a ticket...

    mysite@mail:~/helpdesk.mysite.it$ /opt/plesk/php/7.4/bin/php bin/console uvdesk:refresh-mailbox helpdesk@mysite.it
    
     1. Processing uvdesk mailbox configuration.
    
     2. Opening imap stream...
    
     3. IMAP stream opened.
    
     4. Fetching Email collection since 23 October 2021.
    
     5. Total fetched email -> 2
    
     6. Starting to convert Emails into Tickets ->
    =============================================
    =============================================
    
    
      Converting email 1 out of 2.
    
      Converting email 2 out of 2.
    
     Mailbox refreshed successfully !!!
    
    

    but if I enter to ticket there isn't, If I create a ticket from web no problem... why? don't know who to associate it with?



  • Resolved....
    I have set under plesk php configuration of domain

    Immagine 2021-10-26 111113.png

    thank you


  • mod admin

    @SCoccia
    Hi,
    I'm understanding that your system was working well creating ticket from email and now is not working anymore.

    Is the website URL correct in the config/packages/uvdesk.yaml?
    What do you have as website URL? You need have the address without https or http.

    You can also try to clear cache with the php command php bin/console c:c
    Do you get some errors if you run the code to clear cache?



  • yes the first message after installation are create after nothing

    I use https and the domain under uvdesk.yaml is correct whitout http\https

    uvdesk:
        site_url: 'helpdesk.mydomain.it/public'
        upload_manager:
            id: Webkul\UVDesk\CoreFrameworkBundle\FileSystem\UploadManagers\Localhost
    
    
    

    and if I run clear cache is all ok

     /opt/plesk/php/7.3/bin/php bin/console c:c
    
     // Clearing the cache for the dev environment with debug true
    
    
     [OK] Cache for the "dev" environment (debug=true) was successfully cleared.
    
    


  • if I check "Delete from Inbox" when process delete the email.... is all ok but why not create a ticket?
    where a I can set the debug to see where is the problem?


  • mod admin

    @Sanjeev user are facing issue while fetching emails.


  • UVdesk Staff mod

    @peopleinside said in Not create the ticket from email:

    user are facing issue while fetching emails.

    Yes it may be only due to two reason.

    1. site_url not correct.
    2. Processing of ticket conversion URl is blocking due to any security reason.



  • but I can set to debug the conversion email to se where is the problem?


  • UVdesk Staff mod

    @SCoccia

    Locate path in your project:

    vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php

    Open RefreshMailboxCommand.php and replace its code from here.

    We have recently made some updates for showing error on terminal if any hope it will help you !!



  • ok I have replace all but when I run the comand there isn't error, I have clean the cache

    /opt/plesk/php/7.4/bin/php bin/console uvdesk:refresh-mailbox helpdesk@mydomain.it
    
     1. Processing uvdesk mailbox configuration.
    
     2. Opening imap stream...
    
     3. IMAP stream opened.
    
     4. Fetching Email collection since 25 October 2021.
    
     5. Total fetched email -> 4
    
     6. Starting to convert Emails into Tickets ->
    =============================================
    =============================================
    
    
      Converting email 1 out of 4.
    
      Converting email 2 out of 4.
    
      Converting email 3 out of 4.
    
      Converting email 4 out of 4.
    
     Mailbox refreshed successfully !!!
    
    

  • UVdesk Staff

    @SCoccia

    If you replaced the page then it should show the error. Have you placed the ticket in the trash folder? If yes, then also it will not convert email into the ticket.

    For now, send a sample mail on your mailbox email then try it again.

    Hope this will resolve your issue. If not, please let us know



  • I have replaced the file, I hace run the command bin/console c:c, after I have clean all box email and after I have send email from my personal account @gmail to helpdesk@mydomain.com but nothig

     /opt/plesk/php/7.4/bin/php bin/console uvdesk:refresh-mailbox helpdesk@mydomain.it
    
     1. Processing uvdesk mailbox configuration.
    
     2. Opening imap stream...
    
     3. IMAP stream opened.
    
     4. Fetching Email collection since 25 October 2021.
    
     5. Total fetched email -> 1
    
     6. Starting to convert Emails into Tickets ->
    =============================================
    =============================================
    
    
      Converting email 1 out of 1.
    
     Mailbox refreshed successfully !!!
    
    

  • UVdesk Staff

    @SCoccia

    As we need some information please email us at support@uvdesk.com.
    Here share your helpdesk URL with admin login credentials.



  • @SCoccia Do you have the cronjob running?



  • yes I have a cronjob but I run manualy to check



  • Resolved....
    I have set under plesk php configuration of domain

    Immagine 2021-10-26 111113.png

    thank you


  • UVdesk Staff mod

    @SCoccia

    Write in detail about your solution so that it will be useful for someone who is facing the same issue.



  • ok...
    If you install uvdesk under Plesk solution, even if you install MailParse in php version (I use php 7.4)

    https://support.plesk.com/hc/en-us/articles/360005875373-How-to-add-additional-PHP-module-for-PHP-engines-shipped-with-Plesk-on-Linux-

    You must enable into domain site -> php version
    at the end you can put additional configuration, I don't know why the installation not activate the module and only the additional configuration enable it...


Log in to reply