Ticket Creation from Email

Horizon

Hello REI3,

I have really tried to figure this out without posting here. I've gone through all the forum posts I could find and the configuration documentation multiple times.

I have email working 100%. I can see the IMAP messages being retrieved and can view their data in the spooler. SMTP is working perfectly, and works with ticketing if I manually create a ticket.

My problem is that after the incoming IMAP email spools, it goes no where. No ticket is created, and I can't find a log that tells me what's happening with them. I have created multiple users, assigned them to both an organization and a team, and I have created more keywords and contexts. Every setting that I found to use the email for tickets is enabled.

I have some screenshots on a pdf, but it won't allow me to upload them.

I'm not sure what else to modify to get the emails from the spool to a ticket. Any direction you can provide would be immensely appreciated.

Thanks,

Adam

lsw-fabian

Hi Adam,
don't worry, i think we will get your mails :)

Your log inside the admin panel doesn't show any mail or ticket related issues?

Please check your R3 Ticket mail settings (Ticket application/Admin/Mail settings)

In your case it should display "not ready".
In the list below you should find your imap account - please check if this entry is enabled forticket use and the basic settings are done (default team, ticket type and so on),
After that please refresh the status, if you don't have enabled a smtp account it should be message you "SMTP not ready".

Now your mails should be removed from spooler and be visible as tickets.

Horizon

Thanks for the reply Fabian. Your response time is excellent and appreciated.

Unfortunately, everything appears to be green and ready to ingest the emails. I'm on the most recent version of both the REI platform and all applications. IMAP and SMTP are configured. SMTP tests properly and will send an email if a ticket is created manually.

IMAP is working and will pull emails:

Mail status is green. Both IMAP and SMTP have "Used for Tickets" enabled:

If I manually create a ticket, SMTP does send an email:

Apologies for all the screenshots. I've disable and re-enabled the Used for tickets settings on the Imap account many times. It will pull the email from the server and I can view it in the spooler, but a ticket is never created.

Just in case I made a huge mistake during my testing, I'm getting a second REI instance up today to test there. If that works, I know I've done something wrong along the way. If that works I'll reply to the post.

lsw-fabian

ok just to figure out what could happened:

Have you changed anything ticket-related in the builder?
Have you re-created the IMAP accounts after getting all the mails into the spooler?
-> if so it could be possible, that a new mail will be converted into a ticket.

We had never faced that issue before, so it would be really interesting to know whats wrong with your instance.

Horizon

Good News, the secondary installation worked just as easily as it should. Either there was a significant issue with installation or the configuration of the first instance.

I have emails flowing in this new installation and we're cutting our losses and configuring it as the primary. Thanks for the response.