osTicket Ticket Fetching Error
In osTicket when a customer raise a ticket through email to service desk, that email was converted into ticket. This conversion is not possible, when agent is not logged into the portal. This error was resolved by adding the cron job.
Create a shell file with the following line and save the file in /var/www/clients/client1/web3/private/YOUR_FILENAME.sh
YOUR_FILENAME.sh:
/usr/bin/php /var/www/clients/client1/web3/web/ims/api/cron.php >>/var/www/clients/client1/web3/private/cron.log 2>>/var/www/clients/client1/web3/private/cron_error.log #XXX.XXX.osticket
Uncheck the Fetch-cron in Incoming Email column in Admin panel –> Email –> Click the Email Address –> Settings.