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#1 paolo 24-09-2021 12:52:15


I want to use the feature wherein a support ticket will be automatically created when an email is sent to a designated email address.

I followed the instructions in the Documentation and still no success.

When I manually try to get info on the inbox (Tickets by Email > Manage IMAP accounts > email icon), it shows the loading icon, then it disappears after a while.

I checked the Maian IMAP logs and found this => Action/Info: Fatal error, could not connect to mailbox

I tried to access my IMAP inbox via my own PHP script and it worked. So the problem is not with my IMAP inbox but maybe a bug in the helpdesk?

I'm using version 4.3 of the software (paid under a different account).

Hope someone can help.


#2 msworld 24-09-2021 15:42:05

Hi Paolo,

It was definitely working ok, but let me run some checks and get back to you.

#3 msworld 24-09-2021 16:26:00

Hi Paolo,

Ok, there was an issue with SSL when clicking to read the folders. This has been fixed. To update, download Maian Support again and replace:


However, there are no issues connecting to the actual mailbox, so your settings must be wrong. Please check and try again.

#4 paolo 28-09-2021 15:57:30

Hi David,

Thanks for responding.

I downloaded the latest zip for version 4.3. I was able to find admin/control/system/_ajax.php but not admin/content/js/ops.js. Where can I find this file?

#5 msworld 28-09-2021 16:02:51

The JS wasn't quite right, sorry. Should be:


#6 paolo 28-09-2021 16:44:52

Hmmm I'm not seeing a content folder in the admin folder?

#7 msworld 28-09-2021 16:53:30

Sorry, I'm looking at the new version. The current version is:


#8 paolo 29-09-2021 16:13:37

I updated the 2 files then tried again. But still nothing, or rather I got this jquery error:

jquery.ibox.js:220 Uncaught TypeError: Cannot read properties of null (reading 'offsetHeight')
    at Object.reposition (jquery.ibox.js:220)
    at Object.html (jquery.ibox.js:125)
    at XMLHttpRequest._pub.http.onreadystatechange (jquery.ibox.js:811)

#9 msworld 30-09-2021 02:38:10

Not sure about the js error, sorry. The imap should work if the connection params are correct, so not much more I can advise.

If you are connecting over ssl, make sure the ports are correct. If gmail, make sure you don't use an account password.

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