How to use Ticketmail

danh · 2012-03-08 18:36:44

I have installed and enabled ticketmail, but I just cannot figure out how to use it.
If I am not mistaken, it allows an enduser to submit a ticket by emailing.

There has to be some type of setup for this. What email address do I send my tickets to?

This is currently installed on a test environment.

Thanks,
Dan

 
GLPI  0.80.7 (/glpi => /var/www/glpi)


Server

 
Operating Systems : Linux glpi 3.0.0-12-generic #20-Ubuntu SMP Fri Oct 7 14:50:42 UTC 2011 i686
PHP 5.3.6-13ubuntu3.1 (Core, PDO, Phar, Reflection, SPL, SimpleXML, apache2handler, bcmath, bz2, calendar, ctype, date, dba,
    dom, ereg, exif, fileinfo, filter, ftp, gettext, hash, iconv, json, libxml, mbstring, mhash, mysql, mysqli, openssl, pcre,
    pdo_mysql, posix, session, shmop, soap, sockets, standard, sysvmsg, sysvsem, sysvshm, tokenizer, wddx, xml, xmlreader,
    xmlwriter, zip, zlib)
Setup: memory_limit="128M" max_execution_time="30" safe_mode="" session.save_handler="files" post_max_size="8M"
    upload_max_filesize="2M" 
Software: Apache/2.2.20 (Ubuntu) (Apache/2.2.20 (Ubuntu) Server at 10.63.48.233 Port 8080)
    Mozilla/5.0 (Windows NT 5.1; rv:10.0.2) Gecko/20100101 Firefox/10.0.2
MySQL: 5.1.58-1ubuntu1 (root@localhost/glpi)

../config : OK
../files : OK
../files/_dumps : OK
../files/_sessions : OK
../files/_cron : OK
../files/_cache/ : OK
../files/_graphs : OK
../files/_log : OK


Mysql replicate

 
Active : No


Notifications / Mail Receiver

 
Way of sending emails: SMTP (backup@10.63.48.8)
Mail Receiver


OCS Inventory NG

 
Host for the OCSNG database : 'localhost', Connection to the OCSNG database failed, Use the OCSNG software dictionary : 0


Plugins list

 
    ticketmail       Name:Envoi de mail (ticket)         Version :2.1        Status :Enabled
    genericobject    Name:Objects management             Version :2.0.2      Status :Enabled
    reports          Name:Reports                        Version :1.5.0      Status :Enabled

remi · 2012-03-08 18:41:42

According to above config, you haven't configure any Mail Receiver

The address to use is the one of the used mail account.

danh · 2012-03-08 18:49:13

Correct, if that is under the Receivers tab. I have a msg: "Your PHP parser was compiled without the IMAP functions"
I am not sure what this means.

remi · 2012-03-08 18:49:54

That you need to install the php-imap extension.

danh · 2012-03-08 18:53:24

sorry to be daft, but that is a part of PHP, not an extension of GLPI correct?

danh · 2012-03-08 19:20:22

ok, I did answer my last question. The plugin is installed.

I am assuming I add a mailbox user just for my glpi install; such as helpdesk@domain.com
After that, what are the steps?

If there is any documentation on, this, I'd be happy to read and follow that. I have not found any.

Thanks,
Dan

dagar · 2012-03-09 18:16:42

I have not found good English documentation, it is spread around on the wiki and in this forum. There is the French version of the documentation pdf which I am paying my daughter, who is taking French, to translate.
The documentation project is at https://forge.indepnet.net/projects/glpidoc

Yes, you would create a mailbox, say helpdesk@domain.com and then in glpi go to setup->receivers and put in the pop/imap server name and mailbox userid and password, make sure it is marked as active and update. You can click on "Get email tickets now" button down at the bottom and have it grab any to test it out.

I am now playing with the notifications as I would like to really get the email replies to work right and have not gotten that figured out yet.
Derek

danh · 2012-03-10 17:18:29

Thanks. I do believe I have this working now.

shuttlesworth · 2012-04-05 10:45:00

Hi Danh,
Could you please share with me your solution?
I install the same thing, and have no idea what to do next.
I also have mail receiver setup, but the mails doesn't seem to be assigned into tickets at all.
Thank you

danh · 2012-04-05 16:06:11

I had to install the php-imap extension.
I had to install ssmtp for notifications to work properly.
I also had to setup a cron task manually as the GLPI task doesn't work for me for some reason.

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#1 2012-03-08 18:36:44

How to use Ticketmail

#2 2012-03-08 18:41:42

Re: How to use Ticketmail

#3 2012-03-08 18:49:13

Re: How to use Ticketmail

#4 2012-03-08 18:49:54

Re: How to use Ticketmail

#5 2012-03-08 18:53:24

Re: How to use Ticketmail

#6 2012-03-08 19:20:22

Re: How to use Ticketmail

#7 2012-03-09 18:16:42

Re: How to use Ticketmail

#8 2012-03-10 17:18:29

Re: How to use Ticketmail

#9 2012-04-05 10:45:00

Re: How to use Ticketmail

#10 2012-04-05 16:06:11

Re: How to use Ticketmail

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