GLPI 10.0.0 - Follow up notifications does not get created for observers

SteadEXE commented 2 years ago

Code of Conduct

[X] I agree to follow this project's Code of Conduct

Is there an existing issue for this?

[X] I have searched the existing issues

Version

10.0.0

Bug description

Observers does not get notified when a follow up is created in a ticket.

I have a notification configured:

Type Ticket Event New Follow Up Recipient Observer, Technician, Group of Technician

Relevant log output

No response

Page URL

No response

Steps To reproduce

User A create a ticket User B adds itself in the observer list User C or A replies to a ticket

Your GLPI setup information

Informations sur le système, l'installation et la configuration

GLPI 10.0.0 ( => E:\GLPI)
Installation mode: TARBALL
Current language:fr_FR

Server

 
Operating system: Windows NT SRVGLPI10 10.0 build 17763 (Windows Server 2019) AMD64
PHP 8.1.3 cgi-fcgi (Core, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, bcmath, bz2, calendar, cgi-fcgi, ctype, curl,
    date, dom, exif, fileinfo, filter, gd, hash, iconv, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd, openssl, pcre,
    readline, session, sodium, standard, tokenizer, xml, xmlreader, xmlwriter, zip, zlib)
Setup: max_execution_time="30" memory_limit="256M" post_max_size="2048M" safe_mode="" session.save_handler="files"
    upload_max_filesize="2048M" 
Software: Microsoft-IIS/10.0
    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/101.0.4951.54 Safari/537.36
Server Software: mariadb.org binary distribution
    Server Version: 10.7.3-MariaDB
    Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION
    Parameters: glpi@localhost/glpi
    Host info: localhost via TCP/IP

PHP version (8.1.3) is supported.
Sessions configuration is OK.
Allocated memory is sufficient.
mysqli extension is installed.
Following extensions are installed: dom, fileinfo, json, simplexml.
curl extension is installed.
gd extension is installed.
intl extension is installed.
libxml extension is installed.
zlib extension is installed.
The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.
Database engine version (10.7.3) is supported.
The log file has been created successfully.
Write access to E:\GLPI/files/_cache has been validated.
Write access to E:\GLPI/config has been validated.
Write access to E:\GLPI/files/_cron has been validated.
Write access to E:\GLPI/files has been validated.
Write access to E:\GLPI/files/_dumps has been validated.
Write access to E:\GLPI/files/_graphs has been validated.
Write access to E:\GLPI/files/_lock has been validated.
Write access to E:\GLPI/files/_pictures has been validated.
Write access to E:\GLPI/files/_plugins has been validated.
Write access to E:\GLPI/files/_rss has been validated.
Write access to E:\GLPI/files/_sessions has been validated.
Write access to E:\GLPI/files/_tmp has been validated.
Write access to E:\GLPI/files/_uploads has been validated.
Web access to files directory is protected
exif extension is installed.
ldap extension is installed.
openssl extension is installed.
zip extension is installed.
bz2 extension is installed.
Zend OPcache extension is installed.
Following extensions are installed: ctype, iconv, mbstring, sodium.
Write access to E:\GLPI/marketplace has been validated.
Timezones seems loaded in database.

GLPI constants

 
GLPI_ROOT: E:\GLPI
GLPI_CONFIG_DIR: E:\GLPI/config
GLPI_VAR_DIR: E:\GLPI/files
GLPI_MARKETPLACE_DIR: E:\GLPI/marketplace
GLPI_USE_CSRF_CHECK: 1
GLPI_CSRF_EXPIRES: 7200
GLPI_CSRF_MAX_TOKENS: 100
GLPI_USE_IDOR_CHECK: 1
GLPI_IDOR_EXPIRES: 7200
GLPI_ALLOW_IFRAME_IN_RICH_TEXT: 
GLPI_TELEMETRY_URI: https://telemetry.glpi-project.org
GLPI_INSTALL_MODE: TARBALL
GLPI_NETWORK_MAIL: glpi@teclib.com
GLPI_NETWORK_SERVICES: https://services.glpi-network.com
GLPI_MARKETPLACE_ALLOW_OVERRIDE: 1
GLPI_MARKETPLACE_MANUAL_DOWNLOADS: 1
GLPI_USER_AGENT_EXTRA_COMMENTS: 
GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: 1
GLPI_AJAX_DASHBOARD: 1
GLPI_CALDAV_IMPORT_STATE: 0
GLPI_DEMO_MODE: 0
GLPI_CENTRAL_WARNINGS: 1
GLPI_DOC_DIR: E:\GLPI/files
GLPI_CACHE_DIR: E:\GLPI/files/_cache
GLPI_CRON_DIR: E:\GLPI/files/_cron
GLPI_DUMP_DIR: E:\GLPI/files/_dumps
GLPI_GRAPH_DIR: E:\GLPI/files/_graphs
GLPI_LOCAL_I18N_DIR: E:\GLPI/files/_locales
GLPI_LOCK_DIR: E:\GLPI/files/_lock
GLPI_LOG_DIR: E:\GLPI/files/_log
GLPI_PICTURE_DIR: E:\GLPI/files/_pictures
GLPI_PLUGIN_DOC_DIR: E:\GLPI/files/_plugins
GLPI_RSS_DIR: E:\GLPI/files/_rss
GLPI_SESSION_DIR: E:\GLPI/files/_sessions
GLPI_TMP_DIR: E:\GLPI/files/_tmp
GLPI_UPLOAD_DIR: E:\GLPI/files/_uploads
GLPI_INVENTORY_DIR: E:\GLPI/files/_inventories
GLPI_NETWORK_REGISTRATION_API_URL: https://services.glpi-network.com/api/registration/
GLPI_MARKETPLACE_PLUGINS_API_URI: https://services.glpi-network.com/api/glpi-plugins/
GLPI_I18N_DIR: E:\GLPI/locales
GLPI_VERSION: 10.0.0
GLPI_SCHEMA_VERSION: 10.0.0@9eb698d8fd49f9256d7bd63a6d747587e0effaff
GLPI_MARKETPLACE_PRERELEASES: 
GLPI_MIN_PHP: 7.4.0
GLPI_MAX_PHP: 8.2.0
GLPI_YEAR: 2022

Libraries

 
htmlawed/htmlawed version 1.2.6 in (E:\GLPI\vendor\htmlawed\htmlawed)
phpmailer/phpmailer version 6.6.0 in (E:\GLPI\vendor\phpmailer\phpmailer\src)
simplepie/simplepie version 1.5.8 in (E:\GLPI\vendor\simplepie\simplepie\library)
mpdf/mpdf in (E:\GLPI\vendor\mpdf\mpdf\src)
michelf/php-markdown in (E:\GLPI\vendor\michelf\php-markdown\Michelf)
true/punycode in (E:\GLPI\vendor\true\punycode\src)
iamcal/lib_autolink in (E:\GLPI\vendor\iamcal\lib_autolink)
sabre/dav in (E:\GLPI\vendor\sabre\dav\lib\DAV)
sabre/http in (E:\GLPI\vendor\sabre\http\lib)
sabre/uri in (E:\GLPI\vendor\sabre\uri\lib)
sabre/vobject in (E:\GLPI\vendor\sabre\vobject\lib)
laminas/laminas-i18n in (E:\GLPI\vendor\laminas\laminas-i18n\src)
laminas/laminas-servicemanager in (E:\GLPI\vendor\laminas\laminas-servicemanager\src)
monolog/monolog in (E:\GLPI\vendor\monolog\monolog\src\Monolog)
sebastian/diff in (E:\GLPI\vendor\sebastian\diff\src)
donatj/phpuseragentparser in (E:\GLPI\vendor\donatj\phpuseragentparser\src\UserAgent)
elvanto/litemoji in (E:\GLPI\vendor\elvanto\litemoji\src)
symfony/console in (E:\GLPI\vendor\symfony\console)
scssphp/scssphp in (E:\GLPI\vendor\scssphp\scssphp\src)
laminas/laminas-mail in (E:\GLPI\vendor\laminas\laminas-mail\src\Protocol)
laminas/laminas-mime in (E:\GLPI\vendor\laminas\laminas-mime\src)
rlanvin/php-rrule in (E:\GLPI\vendor\rlanvin\php-rrule\src)
blueimp/jquery-file-upload in (E:\GLPI\vendor\blueimp\jquery-file-upload\server\php)
ramsey/uuid in (E:\GLPI\vendor\ramsey\uuid\src)
psr/log in (E:\GLPI\vendor\psr\log\Psr\Log)
psr/simple-cache in (E:\GLPI\vendor\psr\simple-cache\src)
psr/cache in (E:\GLPI\vendor\psr\cache\src)
league/csv in (E:\GLPI\vendor\league\csv\src)
mexitek/phpcolors in (E:\GLPI\vendor\mexitek\phpcolors\src\Mexitek\PHPColors)
guzzlehttp/guzzle in (E:\GLPI\vendor\guzzlehttp\guzzle\src)
guzzlehttp/psr7 in (E:\GLPI\vendor\guzzlehttp\psr7\src)
glpi-project/inventory_format in (E:\GLPI\vendor\glpi-project\inventory_format\lib\php)
wapmorgan/unified-archive in (E:\GLPI\vendor\wapmorgan\unified-archive\src)
paragonie/sodium_compat in (E:\GLPI\vendor\paragonie\sodium_compat\src)
symfony/cache in (E:\GLPI\vendor\symfony\cache)
html2text/html2text in (E:\GLPI\vendor\html2text\html2text\src)
symfony/dom-crawler in (E:\GLPI\vendor\symfony\dom-crawler)
twig/twig in (E:\GLPI\vendor\twig\twig\src)
twig/string-extra in (E:\GLPI\vendor\twig\string-extra)
symfony/polyfill-ctype not found
symfony/polyfill-iconv not found
symfony/polyfill-mbstring not found
symfony/polyfill-php80 not found
symfony/polyfill-php81 not found

LDAP directories

 
Server: 'ldap://srvadsel01', Port: '389', BaseDN: 'DC=spurgin,DC=local', Connection filter: none, RootDN:
        'CN=spurginsvc,OU=Compte Service,OU=Z_GENERIQUE,DC=spurgin,DC=local', Use TLS: none

SQL replicas

 
Not active

Notifications

 
Way of sending emails: SMTP (anonymous@192.168.28.237)

Plugins list

 
    glpiinventory        Name: GLPI Inventory                 Version: 1.0.0      State: Enabled

Anything else?

No response

Yfavre73 commented 2 years ago

Same Issues, sometimes the notification doesn't work for requester and observer and sometimes it's work well. Notifications work always right for technician and administrator.

GLPI 10.0.0 ( => /var/www/glpi) Installation mode: TARBALL Current language:fr_FR

eltonsjbv1 commented 2 years ago

Same problem here. The notifications of follow up or create new ticket not work for observer. What i see, is that perfil - Self Service not receive e-mails notifications of tickets.

cconard96 commented 2 years ago

Can you check which recipients you have configured for the "Add Followup" notification under Setup > Notifications > Notifications?

SManuchehr commented 2 years ago

Same problem here. The notifications of follow up or create new ticket not work for observer. What i see, is that perfil - Self Service not receive e-mails notifications of tickets. When Test sending Administrator is okay. do not receive notification by requester and other

SManuchehr commented 2 years ago

Can you check which recipients you have configured for the "Add Followup" notification under Setup > Notifications > Notifications?

cedric-anne commented 2 years ago

@SteadEXE @eltonsjbv1 @Yfavre73 @SManuchehr

Can you try to reproduce using the latest 10.0 nightly build ?

Yfavre73 commented 2 years ago

It's working for me now but I don't know why...I played around with notifications and templates and now I have no issues.

cedric-anne commented 2 years ago

We cannot reproduce on our side, so I consider the problem is fixed now.

SteadEXE commented 2 years ago

Maybe this issue is related to this bug https://github.com/glpi-project/glpi/issues/11882

glpi-project / glpi