24 Mar 2023, 19:46

@ics-tas_admin first of all, if you are using PHP 8.2 you can have errors so I suggest to downgrade to PHP 8.1 until the UVdesk team will not release a fix.

After your email send to me I discovered my UVdesk ticket instance was not converting too email into Tickets.
When this happen I get very hungry because UVdesk delete email permanently so I cannot recover deleted missed message that also never opened a ticket. I think UVdesk is working very bad on this and I requested to the team, long time ago, to introduce as in other Ticket System that I know and I used in the past, the possibility to not permanently delete email but move to a different folder.

After that I try to diagnose why my emails tickets was not converting into tickets.
The first test you need to do is verify is tickets are not created even if you send an email to your helpdesk email from a Gmail account.

Sometimes some not Gmail domains or not Google server has some email headers that UVdesk are unable to handle and tickets are not opened.

If also with email from Gmail ticket never works I suggest to check if php mailparse is working. Another bad point of UVdesk is for me this required php extension and, if for some reason this get broken, for example if you upgrade PHP, UVdesk will not inform you about the broken not found php mailpharse so you will miss tickets and email that get deleted without opening any ticket and no email alerts will inform you about the issue.

I upgraded my PHP or edited and php mailparse was not present anymore so.. i don't know since how long I have my helpdesk broken, I just know admins must keep server update so this issue can happen often if PHP is updated often and miss the step to re-install php mailparse.

For check if php mailparse is working I suggest to download the zip file of UVdesk here: https://cdn.uvdesk.com/uvdesk/downloads/opensource/uvdesk-community-current-stable.zip

Upload the zip file to your server and unzip it.
Unzip and rename the folder with a more friendly name like uvdesktest

Now load that folder in the browser adding also public at the end to start the setup wizard.

Example: www.domain.ext/uvdesktest/public/

Now follow the Wizard and check everythink is ok:

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