The plugin seems not to work with GLPI 9.1

[Dave89]

Hello everyone,

I've just installed the plugin with GLPI 9.1 but it seems not to work when i send an email, the ticket is created so far everything is fine but when i, then, reply to all on that same email, i've got another ticket created on GLPI instead of adding a followup as it should be... so is there any setup or i just need to install and activate the plugin?

[tomolimo]

Hello, Could you send me back your GLPi configuration? It's there: Could you copy/paste here all the text between the [code] and [/code] tags than you, Tomolimo

[Dave89]

Hello,

Sorry for the late reply.

GLPI 9.1 ( => /var/www/html/glpi)

Server

Operating system: Linux glpi.dev.tmb.cd 3.10.0-123.el7.x86_64 #1 SMP Mon Jun 30 12:09:22 UTC 2014 x86_64 PHP 5.4.16 apache2handler (Core, PDO, Phar, Reflection, SPL, SimpleXML, apache2handler, bz2, calendar, ctype, curl, date, ereg, exif, fileinfo, filter, ftp, gd, gettext, gmp, hash, iconv, imap, json, ldap, libxml, mbstring, mhash, mysql, mysqli, openssl, pcre, pdo_mysql, pdo_sqlite, session, shmop, sockets, sqlite3, standard, tokenizer, xml, zip, zlib) Setup: max_execution_time="30" memory_limit="128M" post_max_size="8M" safe_mode="" session.save_handler="files" upload_max_filesize="2M" Software: Apache/2.4.6 (CentOS) PHP/5.4.16 () Mozilla/5.0 (Windows NT 6.1; rv:50.0) Gecko/20100101 Firefox/50.0 Server Software: MySQL Community Server (GPL) Server Version: 5.7.15-log Server SQL Mode: Parameters: glpidev@10.x.x.x/glpidev Host info: 10.x.x.x via TCP/IP

OK/var/www/html/glpi/config : OK OK/var/www/html/glpi/files : OK OK/var/www/html/glpi/files/_dumps : OK OK/var/www/html/glpi/files/_sessions : OK OK/var/www/html/glpi/files/_cron : OK OK/var/www/html/glpi/files/_graphs : OK OK/var/www/html/glpi/files/_lock : OK OK/var/www/html/glpi/files/_plugins : OK OK/var/www/html/glpi/files/_tmp : OK OK/var/www/html/glpi/files/_rss : OK OK/var/www/html/glpi/files/_uploads : OK OK/var/www/html/glpi/files/_pictures : OK OK/var/www/html/glpi/files/_log : OK Web access to the files directory, should not be allowed Check the .htaccess file and the web server configuration. OKSELinux mode is Disabled

Libraries

htmLawed version 1.1.21 in (/var/www/html/glpi/lib/htmlawed) phpCas version 1.3.4 in (/var/www/html/glpi/vendor/jasig/phpcas/source) PHPMailer version 5.2.16 in (/var/www/html/glpi/vendor/phpmailer/phpmailer) Zend Framework in (/var/www/html/glpi/vendor/zendframework/zend-loader/src) zetacomponents/graph in (/var/www/html/glpi/vendor/zetacomponents/graph/src) SimplePie version 1.4.1 in (/var/www/html/glpi/vendor/simplepie/simplepie/library) TCPDF version 6.2.12 in (/var/www/html/glpi/vendor/tecnickcom/tcpdf) ircmaxell/password-compat in (/var/www/html/glpi/vendor/ircmaxell/password-compat/lib) ramsey/array_column in (/var/www/html/glpi/vendor/ramsey/array_column/src) michelf/php-markdown in (/var/www/html/glpi/vendor/michelf/php-markdown/Michelf) true/punycode in (/var/www/html/glpi/vendor/true/punycode/src) iacaml/autolink in (/var/www/html/glpi/vendor/iamcal/lib_autolink) sabre/vobject in (/var/www/html/glpi/vendor/sabre/vobject/lib) guzzlehttp/guzzle in (/var/www/html/glpi/vendor/guzzlehttp/guzzle/src)

LDAP directories

Server: '10.x.x.x', Port: '389', BaseDN: 'ou=people,dc=dev,dc=xxx,dc=cd', Connection filter: none, RootDN: 'uid=glpi,ou=LDAP,dc=dev,dc=xxx,dc=cd', Use TLS: none

SQL replicas

Not active

Notifications

Way of sending emails: SMTP (alerts-glpi@xxx.cd@10.32.0.229)

Mails receivers

Name: 'helpdeskdev@xxx.cd' Active: No Server: '{10.x.x.x/imap/ssl/novalidate-cert/notls}' Login: 'helpdeskdev@xxx.cd' Password: Yes

Plugins list

appliances           Name: Applicatifs                    Version: 2.2        State: Enabled
archires             Name: Architectures réseau           Version: 2.3        State: Not activated
barcode              Name: Barcode                        Version: 0.90+1.0   State: Not activated
databases            Name: Bases de données               Version: 1.8.1      State: Not activated
positions            Name: Cartographie                   Version: 4.2.1      State: Not activated
certificates         Name: Certificats                    Version: 2.1.1      State: Not activated
behaviors            Name: Comportements                  Version: 1.1        State: Not activated
accounts             Name: Comptes                        Version: 2.1.1      State: Not activated
domains              Name: Domaines                       Version: 1.7.0      State: Not activated
environment          Name: Environnement                  Version: 1.9.0      State: Not activated
escalation           Name: Escalation ticket              Version: 0.90+1.0   State: Not activated
formcreator          Name: Formulaires                    Version: 0.90-1.3.4 State: Enabled
fusioninventory      Name: FusionInventory                Version: 0.90+1.4   State: Not activated
geninventorynumber   Name: Génération de numéros d'invent Version: 0.85+1.0   State: Not activated
genericobject        Name: Gestion d'objets               Version: 2.4.0      State: Enabled
order                Name: Gestion des commandes          Version: 1.9.5      State: Enabled
mailanalyzer         Name: Mail Analyzer                  Version: 1.2.4      State: Enabled
mreporting           Name: Plus de rapports               Version: 0.90+1.2   State: Not installed
dashboard            Name: Tableau de bord                Version: 0.7.7      State: Enabled
ticketcleaner        Name: Ticket Cleaner                 Version: 2.0.4      State: Enabled

[tomolimo]

Hello, Could post back the content of the table glpi_plugin_mailanalyzer_message_id? Thank you, Regards, Tomolimo

[Dave89]

Hello,

There it is:

MySQL [glpidev]> select * from glpi_plugin_mailanalyzer_message_id; +----+-------------------------------------------------------+------------+ | id | message_id | ticket_id | +----+-------------------------------------------------------+------------+ | 1 | 15445445.6260376.1479983702271.JavaMail.root@tmb.cd | 2016021105 | | 2 | 14605589.6261161.1479983761556.JavaMail.root@tmb.cd | 2016021106 | | 3 | 16805458.6295349.1479987804218.JavaMail.root@tmb.cd | 2016021107 | | 4 | 27791555.6297495.1479988208620.JavaMail.root@tmb.cd | 2016021108 | | 5 | 22390254.6304934.1479989499786.JavaMail.root@tmb.cd | 2016021109 | | 6 | 19825016.6306405.1479989685708.JavaMail.root@tmb.cd | 2016021110 | | 7 | 29397204.6309187.1479990062465.JavaMail.root@tmb.cd | 2016021111 | | 8 | 1875069.6309528.1479990109547.JavaMail.root@tmb.cd | 2016021112 | | 9 | 16885796.6311791.1479990358286.JavaMail.root@tmb.cd | 2016021113 | | 10 | 17867621.6311941.1479990406758.JavaMail.root@tmb.cd | 2016021114 | | 11 | 19106161.6312514.1479990518359.JavaMail.root@tmb.cd | 2016021115 | +----+-------------------------------------------------------+------------+ 11 rows in set (0.00 sec)

[tomolimo]

Hello Sorry for my late answer. Could you check if there is any errors in logs? Thank you

[tomolimo]

Hello Could tell me which email client you are using? And also if possible could you zip the emails you sent first and replyto to me?

The plugin is using internal email client generated ids to search for existing tickets. Could it be possible that your email client send new ids when 'reply to all' is used? Or could it happen that the subject of the email has been changed? In this case the email client will generate new ids which indicate that the conversation is not the same than previous. When "Re:" or "FW:" are added to email subject, the email client will not change the ids, so that in this case mailanalyzer will be able to merge the new emails into one ticket (adding followups).

regards, Tomolimo

[Dave89]

Hi Tomolimo,

The only thing i can tell you is that, i'm using: Zimbra Webmail Client with Zimbra Mail Server... unfortunately i can not forward the email since i'm currently having a limited access to my mail account since i'm currently away from my testing platform

regards, Dave

[tomolimo]

I'll wait for your return to your testing platform :)

[tomolimo]

No news! please feel free to re-open