Troubleshooting email piping

Having problems getting email piping in HESK to work?

Here are some guidelines for common email piping problems:

1. I don't know how to setup piping.

   This is something that needs to be done on the server-side. Contact your hosting company to help you setup email piping. Some control panels offer an easy way of doing it, for example:
   Email piping in CPanel.
    

2. I get a returned message saying Local delivery failed

   This error means the pipe wasn't able to forward message to the script. It is a server-side configuration issue, check:

   • Confirm that your piping is setup correctly. Double-check the path to hesk_mail.php file in your piping setup.

   • Make sure file hesk_pipe.php is executable (CHMOD to 755 (rwxr-xr-x).

   • Open file hesk_pipe.php in a plain text editor and verify that the very first line matches path to PHP on your server, for example:
     #!/usr/bin/php -q

     You need to get correct path to PHP from your hosting company!
      

3. I get a returned email saying PHP Warning: require(../../hesk_settings.inc.php): failed to open stream: No such file or directory

   On some servers '../../' paths are not resolved correctly. Try this:

   • backup your existing HESK files
      
   • open file inc/mail/hesk_pipe.php in Notepad
      
   • locate code define('HESK_PATH','../../');
      
   • change ../../ to full server/root path to your HESK folder, for example:
     define('HESK_PATH','/home/username/public_html/hesk/');
      
   • save changes, upload the modified hesk_pipe.php file and test.

   
    

4. I get a returned email saying PHP Warning: PHP Startup: Unable to load dynamic library

   This is a PHP configuration issue not related to HESK. Ask your host to verify that all PHP libraries enabled in the php.ini file exist and are correctly loaded when PHP starts.
    

5. Nothing happens - no returned email and no ticket is created.

   • Make sure file hesk_pipe.php is executable (CHMOD to 755 (rwxr-xr-x).

   • Make sure email piping is enabled in your HESK settings.

   • Try enabling debug mode in your HESK settings and see if you at least get a returned mail then.
      

6. A bunch of tickets are created when I send an email.

   If you are using HESK version 2.3 your piping email address must not be the same as the No reply email address set in your HESK settings!
    

7. Try POP3 fetching or IMAP fetching instead.