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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Office 365 Email Retrieval

Greetings all,

It's been a while since I've worked with OSticket and I'm on a completely fresh install on top of Debian 9. I'm currently having issues retrieving emails from the configured office365 outlook account.

Do I need to configure anything inside of office365 to retrieve emails? I am able to send emails from the address I have setup, so I know SMTP is working 100%. I also get reply emails on tickets.

Can anyone point me in the right direction on Office365 Outlook configuration? Does it work with 1.10.4?

Here is a screenshot of my email configuration:

image

Some information on my environment:












































































Server Information
osTicket Version v1.10.4 (035fd0a)
Up to date
Web Server Software Apache
MySQL Version 5.7.23
PHP Version 7.0.30-0ubuntu0.16.04.1
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo
"1" is recommended if AJAX is not working
date.timezone
Setting default timezone is highly recommended
Database Information and Usage
Schema osticket (localhost)
Schema Signature
Space Used 2.55 MiB
Space for Attachments 0.03 MiB
Timezone CDT (Interpreted as America/Chicago)

Comments

  • To be clear, I am using Microsoft's Hosted Exchange Online plan with Office365.
  • You have to enable IMAP for the account that you want to use to collect email.
    This has to be an actual account... not a "shared mailbox"
  • Gotchya. The inbox is a dedicated exchange account, has it's own license, etc. It's been years since I've setup osticket, I have to manually setup cron correct? Just setting up fetching via IMAP/POP is not enough, no?

    Thank you for your time!
  • I'm new to osTicket and was having trouble fetching emails from office365 also.  My solution was not with email server settings.  I didn't realize under Emails>Settings I needed to check the option to enable fetching. guess if I read the instructions it wouldn't have been an issue. 
  • Hi mkamberger,

    Can you post a screenshot of the option you missed?
  • It is now working after selecting 'fetch on auto-cron'.

    Will this still work if no one is signed into osticket?
  • edited September 20
    Yes that's the one, you beat me to it. 
    It will continue to work when no one is signed in that's what the cron job does, it's a scheduled task that runs automatically 
  • I'm running into issues now with autoresponder. I am able to send a test email via diagnostics over SMTP.

    Replying to a ticket within the web browser works as expected.

    Email fetching is only working when I manually toggle 'Fetch on auto-cron'. It grabs all emails then does nothing until I untick both email fetching options [save changes] then re-ticking them back on [save changes].

    This has to be a cron issue, can someone point me in the right direction?

    I have the following setup in /etc/crontab

    # /etc/crontab: system-wide crontab
    # Unlike any other crontab you don't have to run the `crontab'
    # command to install the new version when you edit this file
    # and files in /etc/cron.d. These files also have username fields,
    # that none of the other crontabs do.

    SHELL=/bin/sh
    PATH=/usr/local/sbin:/usr/local/bin:/sbin:/bin:/usr/sbin:/usr/bin

      GNU nano 2.5.3                                                                 File: /etc/crontab

    # /etc/crontab: system-wide crontab
    # Unlike any other crontab you don't have to run the `crontab'
    # command to install the new version when you edit this file
    # and files in /etc/cron.d. These files also have username fields,
    # that none of the other crontabs do.

    SHELL=/bin/sh
    PATH=/usr/local/sbin:/usr/local/bin:/sbin:/bin:/usr/sbin:/usr/bin

    # m h dom mon dow user  command
    17 *    * * *   root    cd / && run-parts --report /etc/cron.hourly
    25 6    * * *   root    test -x /usr/sbin/anacron || ( cd / && run-parts --report /etc/cron.daily )
    47 6    * * 7   root    test -x /usr/sbin/anacron || ( cd / && run-parts --report /etc/cron.weekly )
    52 6    1 * *   root    test -x /usr/sbin/anacron || ( cd / && run-parts --report /etc/cron.monthly )
    */5 * * * * nobody /usr/bin/php /var/www/html/osticket/include/api/cron.php
    #

    Does this look correct? I have not setup any API keys.





  • Does your web server run as the user nobody?  
  • Currently as root, this will change later. I take it that line should be:

    */5 * * * * root /usr/bin/php /var/www/html/osticket/include/api/cron.php ?


    I sincerely appreciate everyone help thus far, thanks in advance!
  • Yeah it should run as the user your webserver runs as.
  • Email retrieval is working. Now on to auto-replies. Thanks! Feel free to close this issue.
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