tomolimo
commented
2 years ago Hello @blippercop,
The plugin doesn't delete any ticket... And it will not import a new email when the message-id is alerady existing in the table. But it will not delete the message-id when a ticket is deleted, that's can be the root cause of the issue: I'm going to provide you with a new version of the plugin that will delete the message-id when a ticket is deleted (=purged).
Thank you, Regards, Tomolimo
GLPI 9.5.7 Plugin 2.0.2
We had a mail that seem to be gone even while in ACCEPTED folder. Investigation showed that when the plugin is disabled it imports it fine. Further investigation revealed that the "message-id" of the mail was already existing in the "imported mails" list in the database. So it was a message id collision?? However the ticked id (from the table with the imported mails) that was associated with the mail was dated for 2019 and when I tried to open the ticket it said "ticket does not exists".
So either:
However that should not be the case if the ticket does not exists anymore or is closed for a that long time. The person did definitely did not reply or something from the original message. The person was not even working in 2019.
Other question: How is the behaviour if the ticket is closed for a long time? I don't know.
Suggestion: Better validation that the new message is definitely imported or alternatively a config settings for how log the plugin merges tickets (ex. only last 30 days + database is cleaned up).