Email isn't being pulled into FogBugz

The Dispatcho service collects mail from POP3 mailboxes and forwards it on to FogBugz through HTTP to be opened as a new bug (or attached to an existing bug by using the case number in the subject line).  If this service is not working for you, please follow the checklist below to try and find the problem.  Read more about this service and how to set it up manually if you need to.

  1. Dispatcho will log major errors to the syslog.  Check your system log first to see if it has left any pertinent error info.
  2. Double check all dispatcho settings.  Mail checking interval/username/password/etc..  Make sure the interval for checking mail is not set too high.
  3. The following values in your php.ini may have to be increased very high:

    max_execution_time
    max_input_time
    memory_limit
    upload_max_filesize
    post_max_size

    Note that the memory_limit setting easily exceeds 20 MBytes for large cases!

    The following values in your mysqld my.cnf file may have to be increased very high:

    max_allowed_packet

    After updating these settings please restart Apache AND mySQL.
  4. Check to make sure the dispatcho service is running.  Log in as root and type ps -aux | grep dispatcho. You should see more than just the 'grep dispatcho' process that you just executed.  Double check that your dispatchod startup script is executing the dispatcho php file like so 'cd ${PREFIX}/Accessories; nohup php -d max_execution_time=0 ./dispatchod.php'.  If it does not have max_execution_time=0 set, dispatcho may stop running after awhile.
  5. Do you have enough licenses?  Log into FogBugz and click on the Licenses link in the upper right to make sure you have the correct number of licenses.
  6. Are you using Secure POP3?  If so, is your security certificate installed?  Can you use any other POP3 mail client to connect succesfully from the FogBugz machine?  You should not be prompted when you connect to the mail server.  If you are prompted (about whether to trust the certificate or not), the security certificate is not properly installed.
  7. Look in the application.data file in fogbugz/Accessories.  There should be keys numbered dispatcho\1, 2, 3, etc.. for each mailbox you have.  Look at the properties of those keys.  Take notice of the URL value for each key.  Using that URL, start a web browser ON THE FOGBUGZ SERVER and double check that you can reach that fogbugz URL.  This is the URL that dispatcho.asp uses to publish the messages to FogBugz.  It's OK if you get a PHP error here, as long as it actually REACHES that file and does not give you a 404 Not Found error.

To troubleshoot this further,  you can edit the Accessories/dispatchod.php file and enable the logging flag at the top. 

If you have tried all of the above suggestions and Dispatcho is still not function correctly, please email our technical support group to research the problem further.