Imap Email Downloads / Ticket Creation

[TSS_Steve]

Hi all, 

 

Trying to get the IMAP Emails to Ticket creation working. 

 

All the departments are setup as IMAP for the email collection and ticket creation. 

I can see Blesta logging into the mail server fine with no issues, but it doesn't seem to be collecting the emails and creating the tickets at all. The automation cron is running fine with no errors. 

 

Cheers

 

 

[serge]

Steve told me by PM, this was solved by him,  issue was from a typo at blesta field

[serge]

are you running your own mail server?

 

is the mail server on an other server?

 

 

I personally found mail server need ssl certificate, if not there is issue with working with blesta

 

and also check that apropriate ports are opened at firewall

 

 

also some control panel have option to disable all email sending from the server, so check if this option is not ticked.

 

 

Also blesta cron can look like working but could not work, check cron log at besta, & check the "download" ticket cron task do have an end date after running, if it's empty it's can explain your issue

 

also at blesta log, check the email tab, and click on task line to really see detail

[TSS_Steve]

Thanks for the reply.

 

Running a mail server on another server. All ports are fine with the firewall, as on the mail server I can see blesta logging into the mailbox but the mail is not being collected or the ticket being created. SSL is enabled and all correct settings are in there for the it to work. 

 

The download tickets in the logs seems to complete with no errors and theres a complete date 

[serge]

you could use online tool to check ssl certificate on your mail server hostname (the domain you used in your mx record), because it's look like issue I had

 

https://www.sslshopper.com/ssl-checker.html

[TSS_Steve]

SSL is all good, Always use that site to check to make sure cert's are ok MX records are fine also. Emails arrive in the mail box fine. Blesta logs into the mail box but doesnt seem as if blesta is creating the ticket etc. 

[serge]

at blesta admin panel, have you check at setting, company, automation, if import ticket task is ticked?

[TSS_Steve]

Download tickets is ticked/enabled in automation

[serge]

ok, so I have no other idea, sorry

[TSS_Steve]

No worries, Thanks for your help 

[serge]

what ports are you using to connect with your mail server, I remember some port are only used by very old protocol being no more supported by true standard but for about 15 years microsoft software are still using outdated port/protocol and most mail server or php library do not support such very outdated standard.

 

Ay any of my blesta support department, here is my parameters:

 

email handeling: imap

security: TLS

box name: INBOX

port: 143

[TSS_Steve]

Using the standard IMAP port. 993 and SSL. 

 

See below code from the mail server logs as its logging in ok. 

Aug 14 14:06:57 box dovecot: imap-login: Login: user=<support@domain.com>, method=PLAIN, rip=::1, lip=::1, mpid=18947, TLS, session=<98lrIEUd8gAAAAAAAAAAAAAAAAAAAAAB>
Aug 14 14:06:57 box dovecot: imap(support@domain.com): Disconnected: Logged out in=158 out=704
Aug 14 14:10:02 box dovecot: imap-login: Login: user=<support@domain.com>, method=PLAIN, rip=0.0.0.0, lip=0.0.0.0, mpid=19054, TLS, session=<mMRyK0UdCADA/kyk>
Aug 14 14:10:02 box dovecot: imap(support@domain.com): Disconnected: Logged out in=97 out=568

[serge]

look like your mail server is rejecting connection.

 

I think your mail server is wanting TLS and not SSL, because your mail server opened an TLS session.

 

and TLS is very better than SSL according to standard, as some SSL protocal are poodle vulnerable

[TSS_Steve]

Those logs are fine, they are just saying login was successful and so was log out, I can use a desktop client and get the same in the logs etc. This doesn't seem to be settings or mail server issue. All these settings previously worked on my old billing system. 

[serge]

maybe have a look here: http://www.blesta.com/forums/index.php?/topic/4168-support-department-imap-not-working/

[TSS_Steve]

Already checked the DB theres no entries in the tables for support_manager poll_ticket with end dates of null. 

[serge]

for your mail server hostname (domain at mx record), have you set:

 

- Reversese DNS record (PTR): ask to your webhosting provider

- SPF record

- DKIM record

 

Because at the end you need it for not be taged as spamer, and at your blesta server the firewall or spam software (like spam assasin, etc...), can have rules that check these and maybe reject when it's do not match or is missing.

 

Also for each of above 3 records, after DNS propagation time, use online tool to check there are fine

[TSS_Steve]

Hi,

 

The emails get delivered into the inbox so email deliverability to the inbox is fine. They sit there unread. Blesta doesn't seem convert these emails into tickets.

[serge]

if you check back above parameters I had when you edit a given blesta support department

 

for box name I used "INBOX", and this is the most common place where you receive incomming email at your mail server for the given email account, but supposing in your case you renamed INBOX at your email account. or if your mail server use an other convention?

 

 

box name: INBOX

 

 

 

also check your blesta server IP, is white listed at you mail server firewall , and also the reverse.

and flush all previous IP ban or block at firewall at both servers

[Michael]

Marked as solved as I was informed the same thing.