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#1 2017-05-30 14:53:14

cnlvn30
Member
Registered: 2017-05-30
Posts: 4

Issue with receiver

Hi all,

We have an issue with mail receiver which was working fine previously. Tickets are not being created and the option "Get tickets by email" return an error like this:

Unable to add. The user already exists.
Number of messages: available=1, retrieved=1, refused=0, errors=0, blacklisted=0


The error "Unable to add. The user already exists." appears for each message, which remains in the mailbox. Any clue about why it's happening ?

Thank you in advance and regards

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#2 2017-06-01 18:50:57

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Issue with receiver

You have this message if you want to add a new user and this user still exists in GLPI.
Have you some errors in GLPI logs?


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#3 2017-06-08 16:19:15

cnlvn30
Member
Registered: 2017-05-30
Posts: 4

Re: Issue with receiver

Hi,
We can't see errors in glpi logs option, log level is 5 (complete)


Regards

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#4 2017-06-12 10:14:50

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Issue with receiver

Logs are in glpi/file/_logs/


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#5 2017-06-16 01:32:00

cnlvn30
Member
Registered: 2017-05-30
Posts: 4

Re: Issue with receiver

Thank you.

The cron log shows the following:

Interno #1: Ejecutar mailgate
2017-06-16 01:28:40 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:40 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:40 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:40 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:41 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:42 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:42 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:42 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:42 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.
2017-06-16 01:28:42 [120@KGLPI01]
No se puede añadir. Este usuario ya existe.

(Unable to add. The user already exists. in spanish). There are no updates in the other log files.

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#6 2017-06-19 13:07:40

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Issue with receiver

Your users were imported from a LDAP?
What is the version of your GLPI?
Do you use plugins?


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#7 2017-06-21 09:15:13

cnlvn30
Member
Registered: 2017-05-30
Posts: 4

Re: Issue with receiver

Yes, the users were imported from LDAP.
GLPI versión is 0.90.3, and we are using the Mail Analyzer 1.2.3 plugin.

We tried to disable this plugin, but we had the same behavior

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