Cron Email to Ticket Parsing not working

enclavelabs

All other functions appear to be working correctly, however I'm struggling with the IMAP ticket creation. Since O365 IMAP doesn't work, I decided to test with a gmail account with IMAP enabled. SMTP works fine and the IMAP test is successful, however the "cron_ticket_email_parser.php" task reports the error shown below. I've confirmed email to ticket parsing is enabled in IT Flow settings as well as the cron task showing in my files under /var/spool/cron/crontabs/root as shown below. I've verified the cron key is correct in the GUI as well so really not sure what the issue is here.

Bigbug

Is this turned on by you?

enclavelabs

Yes, this is enabled in the IT Flow GUI as well

E-werd

According to that second screenshot, it looks like PHP can't find mailparse. This is in the installation instructions.

See docs here, under the "Install PHP" heading: https://docs.itflow.org/installation_apt

Relevant apt package in Ubuntu is php-mailparse, but it depends on what distribution of Linux you're using.

Bigbug

E-werd @enclavelabs also according to the second screenshot it looks like the the cron key is invalid
because it executes this:

// Check Cron Key
if ($argv[1] !== $config_cron_key) {
    exit("Cron Key invalid  -- Quitting..");
}

exits and writes "Cron Key invalid -- Quitting.."

I'm just thinking… maybe I'm wrong @johnny @wrongecho ?

🤔

enclavelabs

I can confirm I have all suggested packages for php as seen in the screenshot below.

johnny

Go ahead and update to the latest version version of ITFflow we no longer require mailparse and are using Webklex PHP-IMAP Library instead. Please note we haven't updated the documentation for this yet

enclavelabs

Okay so just to be sure- I'm supposed to simply click update app in the Maintenance tab to ensure ITflow is up to date? I've done the following:
Updated to the new version,
Tested IMAP again on my gmail account to confirm it's working
Ensured IMAP is enabled in gmail
Confirmed the sender address is added as a contact associated with a client in ITflow

From what I understand as long as I've created a client with a contact in ITflow, and ensure to fill-in the email tab, it should generate tickets from those sender to the IMAP inbox, correct?

enclavelabs

Here is a photo to show I've updated to current version. It also looks like Webklex/php-imap supports oauth now as well so does this mean IMAP should now work with microsoft365 accounts as well?

enclavelabs

I've confirmed by database and app are up-to-date, but IMAP still doesn't seem to be working as tickets are not being created from emails.

jack

My interpretation is that Webklex PHP-IMAP has been implemented into ITFlow but that OAuth2 support (that Webklex PHP-IMAP facilitates) has not yet been added to ITFlow.

EDIT: My other interpretation, based on the code, is that the "Test IMAP Connection" function in Admin > Mail does not use Webklex PHP-IMAP. Could this create a situation where the "Test IMAP Connection" function works correctly, but cron_ticket_email_parser.php does not?

Also: Webklex PHP-IMAP failures do not appear to log to Admin > Audit Logs like mailparse did.

wrongecho

jack

I think you're hitting the nail on the head here.

I assume the Settings > IMAP test hasn't been updated to the new lib, and we won't have implemented OAuth yet as it was just a straight swap for now.

@enclavelabs I would recommend navigating to your ITFlow Web directory and manually running php cron_mail_queue.php {Cron key} and seeing what error you actually get.

Hopefully @johnny can advise further, otherwise I'll try to find time this weekend to check.

enclavelabs

Agreed. Any information would be much appreciated as I love the tool, but I really just need to get the inbound ticket generation functionality working and I'm golden!

enclavelabs

@bingles2379 Right, I tried checking that, but the cron key is the exact same for all other php tasks. I know I have them scribbled out in the screenshot on my initial post, however I can confirm they are exactly the same.

To your point though, I've thought the same thing. I notice that the script uses, "$config_cron_key" without ever defining it within the file so I'm not sure if that creates some kind of conflict. I would assume not as it's reference when running the command but just not an expert here.

enclavelabs

Thank you so much for the insight @wrongecho When navigating to my web directory and running the command you referenced I get the following:

PHP Warning: PHP Startup: Unable to load dynamic library 'mailparse.so' (tried: /usr/lib/php/20230831/mailparse.so (/usr/lib/php/20230831/mailparse.so: undefined symbol: mbfl_name2no_encoding), /usr/lib/php/20230831/mailparse.so.so (/usr/lib/php/20230831/mailparse.so.so: cannot open shared object file: No such file or directory)) in Unknown on line 0

I'm not quite sure what "mailparse.so" is or "mailparse.so.so", but also- wouldn't the cron task for ticket generation be "php /var/www/*********/cron_ticket_email_parser.php"?

wrongecho

Thanks for sharing.

.so files are PHP extensions.

Interestingly it seems that the PHP mailparse extension is a dependency on the new library.

Please try:

sudo apt install php-mailparse

sudo phpenmod mailparse

sudo service apache2 restart

enclavelabs

I tried running those commands. It reports that php-mailparse is already the newest version.

Continued running the remaining commands you listed and still reporting the same error as in my last response.

johnny

We just pushed out a possible fix go ahead and update see this post here

Note you may have to delete the lock file so the script can run again

https://forum.itflow.org/d/939-imap-issues-figured-it-out-had-to-adjust-a-line

enclavelabs

Updated and still getting the following error when running the ticket parser:

Isaac

enclavelabs Are these hints of any help for you? https://stackoverflow.com/a/21142078/2107115