DeskPro and Google Enterprise

[OldDude]

We're in the process of evaluating DeskPro for our HelpDesk/Support solution and it is currently the front-runner as the way we want to go.

Our company uses Google Enterprise as the provider for our email and collaborative documentation. I am trying to set up the User email Gateway to reference our existing email account to fetch email from, but I always see "Error connecting to Server..." no matter how I configure the settings.

From the 'demo' box I can easily access the gmail server and the account using other applications, so I expect that the DeskPro configuration is adding something to the info I provide that is causing the problem.

Using the POP3 configuration I am entering the following values:

POP3 Server: pop.gmail.com
POP3 Username: helpdesk@my_domain.com
POP3 Password: password
Port: 995
SSL: Yes

Is this correct?

Have you successfully connected to a Gmail or GoogleApps email account before?

The ability to connect to Gmail by DeskPro is critical in deciding whether we will go ahead with our purchase. I'd appreciate any help someone can give me in setting our Demo system up to do this so that we can continue our testing.

Thanks!

[Chris]

Hi,

Yes; this is certainly possible - we use Google apps ourselves for deskpro.com mail and have DeskPRO read from it.

Your settings seem correct as per https://helpdesk.deskpro.com/kb_article.php?ref=9082-MXIL-2167

What error are you getting? Is there any error in your PHP/Apache logs?

I believe the issue is the configuration of PHP. Gmail needs a secure connection, so PHP needs to be configured with SSL (OpenSSL).

I am going to have a colleague confirm this for you shortly.

[Christopher Nadeau]

It should be working fine with those settings. As Chris says, we use Google Apps ourselves without any issues.

Can you try adding the POP3 account outside of the setup wizard if you are not already. In the Admin Interface form the main menu choose User Gateway > Setup.

If it is still not working then make sure you've enabled POP3 access on the actual account within the Gmail interface, as the KB article describes.

[OldDude]

I've double-checked to ensure that OpenSSL is enabled in my PHP settings (Yes!).

Also went through the User Gateway setup. - Still no joy.

When I click on the Test Connection Button I quickly see the response "There was a problem connecting to the server. Please check the server and port".

Looking at System Logs, no error is being recorded under the Mailserver Logs.

Using a Terminal, I can easily ping pop.gmail.com, so the connection does not appear to be a problem.

Using a browser on the host, I can easily log in to the account using the exact same username and password... so I am confused as to why the deskpro software insists it cannot contact the server.

PS. Yes - I have confirmed that the POP3 access is enabled for the account in Gmail.

[Chris]

Could you please email support@deskpro.com with admin account details for your helpdesk and we will work out what is going on for you.

[OldDude]

Hey Chris... Since the box is located in-house in a test configuration right now, I can't provide a simple method for access.

However, we are tracking an issue that appears to be related and having to do with the system not liking our test systems domain address. ("http daemon APR-sock_address failed").

Will keep you posted.

[OldDude]

OK.... Problem solved! Since it was a test system, we didn't have a properly defined domain name.

Once we changed it to match the 'hard-coded' IP address, the error went away and our connection to the POP3 server works!

Thanks for the prompt responses.

[Chris]

Good news! Glad you got it sorted.