In the ever-ongoing list of osTicket bugs and quirks, there are a few IMAP/Gmail-related ones I continuously run into. If you are having issues connecting osTicket to a Gmail account for sending/receiving emails over IMAP and SMTP, ensure you have done all of the following steps:
- Log into the Gmail account from a browser to make sure you have the correct credentials. While you’re logged in, make sure IMAP is enabled from the Settings.
- In osTicket, you will have to jump through a number of hoops to get it to correctly re-try an IMAP connection that was previously working:
- Go to Admin Panel -> Email
- Disable SMTP entirely at the bottom by checking the radio box. You will enable it again later when IMAP is working.
- Change the Mail Fetch setting from IMAP to POP (yes, I know this sounds counter-productive but bear with me)
- Change the port from 993 to 995
- Erase “INBOX” from the Folder name box
- Enter the user and password for the GMail account.
- Try to Save Changes at the bottom.
osTicket should be able to log in correctly via POP, which will then clear out whatever issue is causing it to fail with the IMAP connection. Now you can change the settings back to IMAP and watch as osTicket magically succeeds in connecting despite previously failing with the exact same settings:
- Change the setting back to IMAP
- Enter INBOX for the folder name
- Change the port back to 993
- Re-enter your Gmail credentials just to be thourough.
- Try to Save Changes at the bottom
- Re-enable SMTP and Save Changes again.