Closed Loopers29 closed 5 months ago
cedric-anne
commented
5 months ago The subject of the mail is the same, is it possible to configure GLPI to resolve this, or is it a bug?
You have to set the Allow anonymous followups (receiver) option to Yes, this option is located in the Setup > General > Assistance page.
github-actions[bot]
commented
5 months ago This issue has been closed as we only track bugs here.
You can get community support on forums or you can consider taking a subscription to get professional support. You can also contact GLPI editor team directly.
Loopers29
commented
5 months ago Hi @cedric-anne
I know you don't deal with support issues here, but I think it's a bug because this option is already checked.
Thanks for your time.
Loopers29
commented
5 months ago Hello, I tried again and the problem persists even if I remove the words "RE" or "TR" from the subject field.
Loopers29
commented
5 months ago Hello @cedric-anne, Did you have time to take a look about it ?
cedric-anne
commented
5 months ago Could you provide the response email into .eml format, so we could be able to investigate?
There are tests that validates that this feature works as expected, but maybe you are facing an edge case that is not correctly supported.
Loopers29
commented
5 months ago There are certain confidential data in the .eml file that I can't share publicly with everyone. Would you have a solution so that I can transmit it to you?
cconard96
commented
5 months ago You can try to redact the specific sensitive information that is in the file.
Loopers29
commented
5 months ago Here is the zipped folder containing the two .eml files of the mails I received : mail-loop.zip
cedric-anne
commented
5 months ago My bad, I thought you were talking about an answer to a notification sent to GLPI that was creating a new ticket instead of adding a followup to the ticket that was the source of the notification.
The GLPI mail collector is not handling your case. GLPI will only create a followup if the email contains the initial ticket ID in its References header, otherwise, it will create a new ticket.
Maybe some plugins permits to do this.
github-actions[bot]
commented
5 months ago This issue has been closed as we only track bugs here.
You can get community support on forums or you can consider taking a subscription to get professional support. You can also contact GLPI editor team directly.
Code of Conduct
Is there an existing issue for this?
Version
10.0.12
Bug description
I use GLPI for external customer tickets. They are not entered in the GLPI users database. When they send a mail, sometimes they reply on the first mail loop --> This creates a new ticket rather than adding a follow-up to an existing one. The subject of the mail is the same, is it possible to configure GLPI to resolve this, or is it a bug?
Relevant log output
Page URL
No response
Steps To reproduce
1 - Send an e-mail to the mailbox where the collector is connected 2 - Create a ticket via the collector 3 - Resend mail on the same mail loop 4 - This creates a new ticket rather than adding a follow-up on the first ticket created
Your GLPI setup information
Informations sur le système, l'installation et la configuration
Server
Operating system: Linux vps-8452fc2b 5.10.0-26-cloud-amd64 #1 SMP Debian 5.10.197-1 (2023-09-29) x86_64 PHP 8.2.14 apache2handler (Core, FFI, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, bz2, calendar, ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd, openssl, pcre, pdo_mysql, posix, random, readline, session, shmop, sockets, sodium, standard, sysvmsg, sysvsem, sysvshm, tokenizer, xml, xmlreader, xmlwriter, xsl, zip, zlib) Setup: max_execution_time="30" memory_limit="1024M" post_max_size="24M" safe_mode="" session.save_handler="files" upload_max_filesize="100M" disable_functions="" Software: Apache/2.4.56 (Debian) (Apache/2.4.56 (Debian) Server at support.xxxxxxx.fr Port 443 ) Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/122.0.0.0 Safari/537.36 Server Software: Debian 11 Server Version: 10.5.23-MariaDB-0+deb11u1 Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION Parameters: glpiuserdb@localhost/glpi Host info: Localhost via UNIX socket PHP version (8.2.14) is supported. Sessions configuration is OK. Allocated memory is sufficient. mysqli extension is installed. Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter. curl extension is installed. gd extension is installed. intl extension is installed. zlib extension is installed. The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present. Database engine version (10.5.23) is supported. No files from previous GLPI version detected. The log file has been created successfully. Write access to /var/www/html/glpi/files/_cache has been validated. Write access to /var/www/html/glpi/files/_cron has been validated. Write access to /var/www/html/glpi/files has been validated. Write access to /var/www/html/glpi/files/_dumps has been validated. Write access to /var/www/html/glpi/files/_graphs has been validated. Write access to /var/www/html/glpi/files/_lock has been validated. Write access to /var/www/html/glpi/files/_pictures has been validated. Write access to /var/www/html/glpi/files/_plugins has been validated. Write access to /var/www/html/glpi/files/_rss has been validated. Write access to /var/www/html/glpi/files/_sessions has been validated. Write access to /var/www/html/glpi/files/_tmp has been validated. Write access to /var/www/html/glpi/files/_uploads has been validated. Web server root directory configuration seems safe. Sessions configuration is secured. OS and PHP are relying on 64 bits integers. exif extension is installed. ldap extension is installed. openssl extension is installed. Following extensions are installed: bz2, Phar, zip. Zend OPcache extension is installed. Following extensions are installed: ctype, iconv, mbstring, sodium. Write access to /var/www/html/glpi/marketplace has been validated. Timezones seems loaded in database.GLPI constants
Libraries
SQL replicas
Notifications
Plugins list
formcreator Name: Form Creator Version: 2.13.7 State: Not installed Install Method: Marketplace glpiinventory Name: GLPI Inventory Version: 1.3.4 State: Enabled Install Method: Marketplace oauthimap Name: Oauth IMAP Version: 1.4.3 State: Enabled Install Method: Marketplace phpsaml Name: PHP SAML Version: 1.3.0 State: Enabled Install Method: ManualAnything else?
No response