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New Member
Posts: 8
Registered: ‎11-17-2016

UCRM don't create tickets when submited by email

Hello,

 

We have latest stable release and suddenly stopped creating tickets from email, i checked all mail conections, SMTP and IMAP and all good.

 

Can you please help?

 

Thanks in advance

 

Ubiquiti Employee
Posts: 3,511
Registered: ‎12-10-2015
Kudos: 1248
Solutions: 271

Re: UCRM don't create tickets when submited by email

Hi, we will check it out.
Meanwhile, please check the docs, maybe you find are doing / testing something wrong: yourdomain/help/ticketing
New Member
Posts: 8
Registered: ‎11-17-2016

Re: UCRM don't create tickets when submited by email

Hi,

 

I've created a new account and tested and worked again for a while. Then stopped again registering the tickets originated by mail. I checked everything. Is there any way to make more debugs on this?

 

Best regards

New Member
Posts: 8
Registered: ‎11-17-2016

Re: UCRM don't create tickets when submited by email

Hi,

 

Just to record, I had to make a new email account and address. So, somehow he put that addres on a "black list?" not sure about that. The truth is that he ignores all mail sent to a XXXX@XXX.XX. 

 

Thanks again

Ubiquiti Employee
Posts: 3,511
Registered: ‎12-10-2015
Kudos: 1248
Solutions: 271

Re: UCRM don't create tickets when submited by email

I don't understand. When you created a new email account, did you set it up in the IMAP Ticketing Settings?

Please, check the whole Ticketing guide. Usually, this is the problem while testing the IMAP import:
* Email is not imported, if it is sent from UCRM support or organization email address.
New Member
Posts: 8
Registered: ‎11-17-2016

Re: UCRM don't create tickets when submited by email

Hi

 

I tested already, i am sending from outside Gsuite organization. I am sending a an email to the imap account (i have 2 now) and if i keep making some tests they stop being received by UCRM. I am not sure if it is a delay from UCRM or not, but I check the 2 accounts and the emails are there.

 

Thanks again.

New Member
Posts: 8
Registered: ‎11-17-2016

Re: UCRM don't create tickets when submited by email

[ Edited ]

As I told, yes, cause first mails we can receive, then UCRM stop reading new mails and i don't know why.

 

ucrm_imap.png
ucrm_imap2.png
New Member
Posts: 8
Registered: ‎11-17-2016

Re: UCRM don't create tickets when submited by email

Another strange thing is that ticket # are being incremented without any created ticket visible to us. Like you can see on image attached

ucrm_imap3.png
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