UVdesk

    • Register
    • Login
    • Search
    • Recent

    Solved Not create the ticket from email

    Technical Help
    5
    17
    2304
    Loading More Posts
    • Oldest to Newest
    • Newest to Oldest
    • Most Votes
    Reply
    • Reply as topic
    Log in to reply
    This topic has been deleted. Only users with topic management privileges can see it.
    • peopleinside
      peopleinside community specialist mod admin @SCoccia last edited by

      @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?

      UVdesk passionate | Community moderator | External consultant

      If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
      You can always get in touch also with the UVdesk team
      https://support.uvdesk.com/en/

      1 Reply Last reply Reply Quote 0
      • S
        SCoccia last edited by

        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.
        
        
        1 Reply Last reply Reply Quote 0
        • S
          SCoccia last edited by

          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?

          1 Reply Last reply Reply Quote 0
          • peopleinside
            peopleinside community specialist mod admin last edited by

            @Sanjeev user are facing issue while fetching emails.

            UVdesk passionate | Community moderator | External consultant

            If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
            You can always get in touch also with the UVdesk team
            https://support.uvdesk.com/en/

            1 Reply Last reply Reply Quote 0
            • Sanjeev
              Sanjeev developer UVdesk Staff mod last edited by

              @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.

              1 Reply Last reply Reply Quote 0
              • S
                SCoccia last edited by

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

                1 Reply Last reply Reply Quote 0
                • Sanjeev
                  Sanjeev developer UVdesk Staff mod last edited by

                  @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 !!

                  1 Reply Last reply Reply Quote 0
                  • S
                    SCoccia last edited by SCoccia

                    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 !!!
                    
                    
                    1 Reply Last reply Reply Quote 0
                    • vipin
                      vipin developer UVdesk Staff last edited by vipin

                      @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

                      1 Reply Last reply Reply Quote 0
                      • S
                        SCoccia last edited by

                        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 !!!
                        
                        
                        B 1 Reply Last reply Reply Quote 0
                        • vipin
                          vipin developer UVdesk Staff last edited by

                          @SCoccia

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

                          1 Reply Last reply Reply Quote 0
                          • B
                            Brandon-2021 @SCoccia last edited by

                            @SCoccia Do you have the cronjob running?

                            1 Reply Last reply Reply Quote 0
                            • S
                              SCoccia last edited by

                              yes I have a cronjob but I run manualy to check

                              1 Reply Last reply Reply Quote 0
                              • S
                                SCoccia last edited by

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

                                Immagine 2021-10-26 111113.png

                                thank you

                                1 Reply Last reply Reply Quote 0
                                • Sanjeev
                                  Sanjeev developer UVdesk Staff mod last edited by

                                  @SCoccia

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

                                  1 Reply Last reply Reply Quote 0
                                  • S
                                    SCoccia last edited by

                                    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...

                                    1 Reply Last reply Reply Quote 0
                                    • Referenced by  peopleinside peopleinside 
                                    • Referenced by  peopleinside peopleinside 
                                    • Referenced by  peopleinside peopleinside 
                                    • Referenced by  peopleinside peopleinside 
                                    • First post
                                      Last post