Closed jcervantes-sipecom closed 7 months ago
Hi, Sorry about the delay. Paid clients have priority :)
This is how it works the Tag to search feature:
When creating a ticket by mail it looks for an email in the body of the message among the specified tags. If an email is found, it looks for an email that is linked to a user. If it finds a user with that email it links it as the ticket requester.
In order to create tickets by mail you must configure a recipient (Configuration > Recipients).
Once configured, depending on the tag we have added in Tag to search we will have to write an email in the following way sending it to the email configured as recipient. In the case of using the same tag of the capture: tag to search: ##email##
Email body:
Hi @OscarBeiro, yes I know customers have priority don't worry.
About what you did explain, well as I said in the open case I tested in multiples way including putting the email surrounded with the tag "solicitante" in the body of the email:
Of course, the email is linked with a valid user with respective authorizations:
Of course, I have set Mail Collectors/Recipients/Receivers.
And I have set the tag in the TAG SEARCH:
But the ticket is not created by the user in the tag, instead with the user that send the email:
In your answer @OscarBeiro, you have an underscore at the end: ##email##exemplo@gmail.com##email##_ Is it intended?
Hi.
For that tag to be detected correctly you have to indicate it this way in the configuration:
If it still fails, please check the logs for any errors.
Hi @xacobofg thanks for your reply, but I already tested with ##solicitante##
in the tag and arround the email in the body message, and the issue still persist, I tested again today:
But the ticket is still opening as I am the requester instead the email in the tag:
In the php-error.log and sql-error.log don't have any error.
I tested with no plugins except YAGP as well, but the result is the same, the ticket is created with the email sender no with the email in the tags.
The only thing I can think of is that when the plugin adds the requester it re-runs the GLPI mail rules. Is it possible that you have some rule that overwrites the requester?
hI @xacobofg sorry for the delay, I've been testing a lot but nothing, with an empty environment the TAG does not replace the requester. These are the evidence:
But as you can see in the last picture, the requester is the same in that the FROM header.
I'm using the last plugin version:
Please test the 2.2.1 new release and report back. Thanks
Hi, @OscarBeiro sorry but still no working, tested with YAGP 2.2.1, the result is that the from header is taken as requester instead the email in the tag:
Is it maybe a wrong tag configuration? :
Is it maybe that I'm sending the tag wrong in the email? I'm putting the email enclosed in the tag at the beginning of the body email, because the body email has more text and images:
Hello, We have detected and resolved the issue for the next version 2.2.2.
When the label is placed in the body of the email, glpi detects it and adds a link to the email itself.
Later on the ticket it is displayed as follows:
The link is not generated correctly and causes the requester assignment to fail as well.
With the same configuration and Yagp version 2.2.2, I recommend using spaces between labels and mail
Regards.
Hi, yes it works with 2.2.2 version:
But I found that is necessary from Outlook to remove link "mailto:"
When the email is sent with this link mailto, the plugin doesn't work:
I'm testing the Tag to search, and I tested it in multiples way but not working at all. I'm set the tag in this way:
And also:
I send emails in different forms, surrounding the email with the tag in the body, subject, and TO, but nothing, all the tickets are created as I'm creating them:
My system information:
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GLPI constants
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