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

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    • G
      GillBates last edited by

      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:

      6f6741a7-2eb6-4db9-8254-2c987d9564a9-image.png

      b5230bd5-ab5c-49df-b13c-66cac090129e-image.png

      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
      
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      • G
        GillBates last edited by GillBates

        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 1 Reply Last reply Reply Quote 0
        • peopleinside
          peopleinside EX helping member last edited by

          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.

          šŸ’¬ You can also ask help on GitHub Discussions
          šŸ”“ I am no more active on Uvdesk
          šŸ”“ Forum support is inactive!

          1 Reply Last reply Reply Quote 0
          • G
            GillBates last edited by

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

            peopleinside 1 Reply Last reply Reply Quote 0
            • peopleinside
              peopleinside EX helping member @GillBates last edited by

              @GillBates from developers:

              The reasons why a mail is not fetched

              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.

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

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

              šŸ’¬ You can also ask help on GitHub Discussions
              šŸ”“ I am no more active on Uvdesk
              šŸ”“ Forum support is inactive!

              1 Reply Last reply Reply Quote 0
              • G
                GillBates last edited by

                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.

                e97c60ac-badc-4926-b0ff-43bb32b8518d-image.png

                1 Reply Last reply Reply Quote 0
                • peopleinside
                  peopleinside EX helping member last edited by

                  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 šŸ™‚ Right now I think UVdesk team is not in the office hours.

                  šŸ’¬ You can also ask help on GitHub Discussions
                  šŸ”“ I am no more active on Uvdesk
                  šŸ”“ Forum support is inactive!

                  1 Reply Last reply Reply Quote 0
                  • G
                    GillBates last edited by GillBates

                    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 1 Reply Last reply Reply Quote 0
                    • peopleinside
                      peopleinside EX helping member @GillBates last edited by peopleinside

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

                      šŸ’¬ You can also ask help on GitHub Discussions
                      šŸ”“ I am no more active on Uvdesk
                      šŸ”“ Forum support is inactive!

                      1 Reply Last reply Reply Quote 0
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