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    Solved email and customer reply not coming to uvdesk

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    • N
      networkadmin last edited by

      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

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      • peopleinside
        peopleinside EX helping member @networkadmin last edited by

        @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

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

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        • peopleinside
          peopleinside EX helping member @networkadmin last edited by

          @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

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

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          • Topic has been marked as solved  peopleinside peopleinside 
          • N
            networkadmin last edited by

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

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            • N
              networkadmin last edited by

              123.png

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              • N
                networkadmin last edited by

                12122112.png 123123.png

                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

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                • peopleinside
                  peopleinside EX helping member @networkadmin last edited by

                  @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.

                  šŸ’¬ You can also ask help on GitHub Discussions
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                  • N
                    networkadmin last edited by

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

                      @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.

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

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                      • N
                        networkadmin last edited by

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

                          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.

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

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                          • N
                            networkadmin last edited by

                            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.

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                            • N
                              networkadmin last edited by

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

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                              • peopleinside
                                peopleinside EX helping member @networkadmin last edited by

                                @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.

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

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                                • N
                                  networkadmin last edited by

                                  11.png

                                  please advice what need to be done?

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                                  • N
                                    networkadmin last edited by

                                    2022-04-09 11_50_01-How to Setup Mailbox _ UVdesk Open Source Help desk and 7 more pages - Work - Mi.png

                                    i cant find uvdesk.yaml anywhere

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                                    • N
                                      networkadmin last edited by

                                      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

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                                      • peopleinside
                                        peopleinside EX helping member @networkadmin last edited by

                                        @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?

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

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                                        • N
                                          networkadmin last edited by

                                          333.png

                                          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

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                                          • N
                                            networkadmin last edited by

                                            666.png

                                            cant start the setup after step 1 stuck at step 2

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                                            • peopleinside
                                              peopleinside EX helping member @networkadmin last edited by

                                              @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

                                              šŸ’¬ You can also ask help on GitHub Discussions
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                                              šŸ”“ Forum support is inactive!

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