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#1 2007-11-07 17:10:06

caimano68
Member
From: Italy
Registered: 2006-06-28
Posts: 130

Mail gateway functionality

Good morning,
could someone explain to me how works the mail gateway funtionality.
I'm very interesting to this feature but I need help:

- How the mail have to be for inserting directly in helpdesk system?
- this system works with a cron that retrieve the emails from an email account?
- some info about administration mail gateway interface: 
  - the server is the host that store GLPI site or the external mail server?
  - login and password are mail account information?

thanks in advance
Benzi Mariano


Glpi 0.84.8 - production  and testing - OCS 2.1.2  - Mysql 5 - Apache 2 - php5 - Ubuntu server LTS 14.04 LTS
Plugins:    behaviour, position, generic object, sim management, web services, projects _______________________________________________

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#2 2007-11-07 19:39:21

MoYo
GLPI - Lead
From: Poitiers
Registered: 2004-09-13
Posts: 14,513
Website

Re: Mail gateway functionality

caimano68 wrote:

- How the mail have to be for inserting directly in helpdesk system?
- this system works with a cron that retrieve the emails from an email account?

GLPI do "pseudo cron" jobs when somebody used GLPI.
A task is done automatically each 10 minutes (if you used GLPI) to retrieve mails from defined mailgates.

caimano68 wrote:

- some info about administration mail gateway interface: 
  - the server is the host that store GLPI site or the external mail server?
  - login and password are mail account information?

Server is the mal server and login/pasword are mail account parameters.


MoYo - Julien Dombre - Association INDEPNET
Contribute to GLPI :    Support     Contribute     References     Freshmeat

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#3 2007-11-08 10:59:36

caimano68
Member
From: Italy
Registered: 2006-06-28
Posts: 130

Re: Mail gateway functionality

The email must have a predefined structure? es:

[Author] Name Author
[device]
[tiltle] title of helpdesk
[dexcription]

or any type of mail will parsed?

thanks for reply


Glpi 0.84.8 - production  and testing - OCS 2.1.2  - Mysql 5 - Apache 2 - php5 - Ubuntu server LTS 14.04 LTS
Plugins:    behaviour, position, generic object, sim management, web services, projects _______________________________________________

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#4 2007-11-08 12:40:18

JMD
GLPI - Lead
Registered: 2004-09-13
Posts: 9,180
Website

Re: Mail gateway functionality

Any type of mail : text or html would be parsed.

The ticket would be link to a user against his email adress.


JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

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#5 2007-11-08 12:57:22

aeof
Member
From: Hamburg
Registered: 2007-11-08
Posts: 7

Re: Mail gateway functionality

hi ng,

where do I find the configuration of the mail-gateway functionality? I was searched for hours ...
BTW: Is the mail-gateway function available in version 0.6.2 or do I have to update?

best regards

aeof

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#6 2007-11-08 14:48:43

caimano68
Member
From: Italy
Registered: 2006-06-28
Posts: 130

Re: Mail gateway functionality

@ aeof
You can find this functionality in new version at this moment in 0.7 rel candidate 2 not for production!
bye

@ GLPi programmers

Is possible ( in the future ) have the possibility to parse an email where some filed requested in normal Helpdesk are inserted in the email body?

For ex.

The title is the subject of mail - as now
the body is description - as now

[USER] is inserted in email body the name of [/USER]
[ATTACH]eventually a file to insert with a screenshot for example [/ATTACH]
[..]  [..]
[priority]....[/priority]

thanks in advance and best regards


Glpi 0.84.8 - production  and testing - OCS 2.1.2  - Mysql 5 - Apache 2 - php5 - Ubuntu server LTS 14.04 LTS
Plugins:    behaviour, position, generic object, sim management, web services, projects _______________________________________________

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#7 2007-11-08 19:30:21

JMD
GLPI - Lead
Registered: 2004-09-13
Posts: 9,180
Website

Re: Mail gateway functionality

Why not but what is the real aim  of this possibility ?

Open ticket by mail is added to make easier and faster  submission by user who are affraid of web form.

The only two things that i find interesting are :

- adding file
- and [serial] to find the comuter or the printer for example.


JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

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#8 2007-11-09 09:26:25

caimano68
Member
From: Italy
Registered: 2006-06-28
Posts: 130

Re: Mail gateway functionality

Thanks JMD for reply,
.. yes but for example: we have many users that have not a browser installed on pc and for mail client we use lotus notes.
Now if the system can parse the email with structure is possible to create a form  in Lotus Notes ( a partially precompiled email) for inserting helpdesk with more information.
This is only a suggestion.
Thanks for your great job


Glpi 0.84.8 - production  and testing - OCS 2.1.2  - Mysql 5 - Apache 2 - php5 - Ubuntu server LTS 14.04 LTS
Plugins:    behaviour, position, generic object, sim management, web services, projects _______________________________________________

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#9 2007-11-09 20:09:30

JMD
GLPI - Lead
Registered: 2004-09-13
Posts: 9,180
Website

Re: Mail gateway functionality

Ok i understand now your spécific needs.


JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

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#10 2007-12-29 06:50:39

rstolz
Member
Registered: 2007-12-10
Posts: 16

Re: Mail gateway functionality

Is there any way to allow GLPI to check the mail gateways when the program is idle (no one is using GLPI) other than when someone is logged in?

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#11 2007-12-29 14:11:00

JMD
GLPI - Lead
Registered: 2004-09-13
Posts: 9,180
Website

Re: Mail gateway functionality

Yes it is possible.

You just need to use cron job for that.

Please make search on the forum about "cron". You will find some infomation.


JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

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#12 2008-01-02 23:55:32

tylswans
Member
Registered: 2007-11-19
Posts: 35

Re: Mail gateway functionality

I set up IMAP/POP authentication and that works fine, but I'm having trouble configuring the 'mail gateway' in ver .70, getting a "connection failed" error.

Here is debug:

SQL REQUEST : 3 Queries took 0s
N°     Queries    Time    Errors
1    SELECT *
FROM glpi_mailgate
WHERE (ID = 4)    0.000    
2    SELECT count(*) AS cpt
FROM glpi_entities
WHERE ( glpi_entities.ID IN (0) )     0.000    
3    SELECT *
FROM glpi_entities
WHERE ( glpi_entities.ID IN (0) )
ORDER BY completename     0.000    
POST VARIABLE
KEY    =>    VALUE
searchText    =>    *
value    =>    0
table    =>    glpi_entities
myname    =>    FK_entities
limit    =>    50
comments    =>    1
rand    =>    428335919
entity_restrict    =>   
KEY    =>    VALUE
0    =>    0
update_item    =>   
GET VARIABLE
KEY    =>    VALUE
ID    =>    4
SESSION VARIABLE
KEY    =>    VALUE
glpilist_limit    =>    50
glpilanguage    =>    en_GB
glpi_plugins    =>   
KEY    =>    VALUE
0    =>    cacti
1    =>    addressing
2    =>    archires
glpi_currenttime    =>    2008-01-02 13:52:29
glpitest    =>    testcookie
glpiID    =>    6
glpiname    =>    tswanson
glpirealname    =>    tswanson
glpifirstname    =>   
glpitracking_order    =>    1
glpiauthorisation    =>    1
glpiextauth    =>    0
glpisearchcount    =>   
KEY    =>    VALUE
35    =>    1
glpisearchcount2    =>   
KEY    =>    VALUE
35    =>    0
glpiroot    =>    /glpi
glpicrontimer    =>    1199310613
glpi_plugin_cacti_profile    =>   
KEY    =>    VALUE
ID    =>    4
name    =>    super-admin
interface    =>    cacti
is_default    =>    0
cacti    =>    r
glpi_plugin_cacti_installed    =>    1
glpi_plugin_addressing_profile    =>   
KEY    =>    VALUE
ID    =>    4
name    =>    super-admin
interface    =>    addressing
is_default    =>    0
addressing    =>    r
glpi_plugin_addressing_installed    =>    1
glpi_plugin_archires_profile    =>   
KEY    =>    VALUE
ID    =>    4
name    =>    super-admin
interface    =>    archires
is_default    =>    0
archires    =>    w
glpi_plugin_archires_installed    =>    1
glpiprofiles    =>   
KEY    =>    VALUE
4    =>   
KEY    =>    VALUE
ID    =>    4
name    =>    super-admin
interface    =>    central
is_default    =>    0
computer    =>    w
monitor    =>    w
software    =>    w
networking    =>    w
printer    =>    w
peripheral    =>    w
cartridge    =>    w
consumable    =>    w
phone    =>    w
notes    =>    w
contact_enterprise    =>    w
document    =>    w
contract_infocom    =>    w
knowbase    =>    w
faq    =>    w
reservation_helpdesk    =>    1
reservation_central    =>    w
reports    =>    r
ocsng    =>    w
view_ocsng    =>    r
sync_ocsng    =>    w
dropdown    =>    w
entity_dropdown    =>    w
device    =>    w
typedoc    =>    w
link    =>    w
config    =>    w
rule_tracking    =>    w
rule_ocs    =>    w
rule_ldap    =>    w
rule_softwarecategories    =>    w
search_config    =>    w
search_config_global    =>    w
check_update    =>    r
profile    =>    w
user    =>    w
group    =>    w
entity    =>    w
transfer    =>    w
logs    =>    r
reminder_public    =>    w
backup    =>    w
create_ticket    =>    1
delete_ticket    =>    1
comment_ticket    =>    1
comment_all_ticket    =>    1
update_ticket    =>    1
own_ticket    =>    1
steal_ticket    =>    1
assign_ticket    =>    1
show_all_ticket    =>    1
show_assign_ticket    =>    1
show_full_ticket    =>    1
observe_ticket    =>    1
update_followups    =>    1
show_planning    =>    1
show_all_planning    =>    1
statistic    =>    1
password_update    =>    1
helpdesk_hardware    =>    3
helpdesk_hardware_type    =>    8388674
show_group_ticket    =>    0
show_group_hardware    =>    0
entities    =>   
KEY    =>    VALUE
7    =>   
KEY    =>    VALUE
ID    =>    0
name    =>   
completename    =>   
recursive    =>    1
glpiactiveprofile    =>   
KEY    =>    VALUE
ID    =>    4
name    =>    super-admin
interface    =>    central
is_default    =>    0
computer    =>    w
monitor    =>    w
software    =>    w
networking    =>    w
printer    =>    w
peripheral    =>    w
cartridge    =>    w
consumable    =>    w
phone    =>    w
notes    =>    w
contact_enterprise    =>    w
document    =>    w
contract_infocom    =>    w
knowbase    =>    w
faq    =>    w
reservation_helpdesk    =>    1
reservation_central    =>    w
reports    =>    r
ocsng    =>    w
view_ocsng    =>    r
sync_ocsng    =>    w
dropdown    =>    w
entity_dropdown    =>    w
device    =>    w
typedoc    =>    w
link    =>    w
config    =>    w
rule_tracking    =>    w
rule_ocs    =>    w
rule_ldap    =>    w
rule_softwarecategories    =>    w
search_config    =>    w
search_config_global    =>    w
check_update    =>    r
profile    =>    w
user    =>    w
group    =>    w
entity    =>    w
transfer    =>    w
logs    =>    r
reminder_public    =>    w
backup    =>    w
create_ticket    =>    1
delete_ticket    =>    1
comment_ticket    =>    1
comment_all_ticket    =>    1
update_ticket    =>    1
own_ticket    =>    1
steal_ticket    =>    1
assign_ticket    =>    1
show_all_ticket    =>    1
show_assign_ticket    =>    1
show_full_ticket    =>    1
observe_ticket    =>    1
update_followups    =>    1
show_planning    =>    1
show_all_planning    =>    1
statistic    =>    1
password_update    =>    1
helpdesk_hardware    =>    3
helpdesk_hardware_type    =>    8388674
show_group_ticket    =>    0
show_group_hardware    =>    0
entities    =>   
KEY    =>    VALUE
7    =>   
KEY    =>    VALUE
ID    =>    0
name    =>   
completename    =>   
recursive    =>    1
glpi_entities_tree    =>   
KEY    =>    VALUE
0    =>   
KEY    =>    VALUE
0    =>   
KEY    =>    VALUE
name    =>    Root entity
tree    =>   
glpiactiveentities    =>   
KEY    =>    VALUE
0    =>    0
glpi_entities_ancestors    =>   
glpiactive_entity    =>    0
glpiactive_entity_name    =>    Root entity (Show all)
glpishowallentities    =>    1
glpigroups    =>   
glpi_plugin_cacti_entity_installed    =>    1
glpi_multientitiesmode    =>    0
glpi_viewcentral    =>    my
glpi_authconfig    =>    2
glpimassiveactionselected    =>   
MESSAGE_AFTER_REDIRECT    =>   


I installed php-mbstring, am i missing something else?

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#13 2008-01-03 02:09:40

MoYo
GLPI - Lead
From: Poitiers
Registered: 2004-09-13
Posts: 14,513
Website

Re: Mail gateway functionality

you have trouble to do what ?


MoYo - Julien Dombre - Association INDEPNET
Contribute to GLPI :    Support     Contribute     References     Freshmeat

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#14 2008-01-03 02:17:52

tylswans
Member
Registered: 2007-11-19
Posts: 35

Re: Mail gateway functionality

I get a "connection failed" message when filling out glpi/front/mailgate.form.php?ID=4 and submit by clicking on 'Get mail tickets now'.

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#15 2008-01-03 09:38:52

tsmr
GLPI-DEV
From: Rennes
Registered: 2005-08-26
Posts: 11,632
Website

Re: Mail gateway functionality

exchange server ?


Xavier Caillaud
Blog GLPI Infotel

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#16 2008-01-03 21:05:19

tylswans
Member
Registered: 2007-11-19
Posts: 35

Re: Mail gateway functionality

I got it - it looks like when any setting is changed the password needs to be updated as well.

Thanks!

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#17 2008-01-08 10:45:55

yvesdm
Member
Registered: 2007-06-27
Posts: 132

Re: Mail gateway functionality

tsmr wrote:

exchange server ?

Hi, I'm trying to configure this with an exchange 5.5 server, but it doesn't really run.
Can you point me in the right direction? (or a little howto if possible)

Kind regards
Yves

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#18 2008-01-08 10:58:42

tsmr
GLPI-DEV
From: Rennes
Registered: 2005-08-26
Posts: 11,632
Website

Re: Mail gateway functionality


Xavier Caillaud
Blog GLPI Infotel

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#19 2008-01-08 11:13:48

yvesdm
Member
Registered: 2007-06-27
Posts: 132

Re: Mail gateway functionality

Tried that already, but always get connection failed.Strange.

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#20 2008-01-08 11:16:39

tsmr
GLPI-DEV
From: Rennes
Registered: 2005-08-26
Posts: 11,632
Website

Re: Mail gateway functionality

are you sure of the exchange aliase of the account ?


Xavier Caillaud
Blog GLPI Infotel

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#21 2008-01-08 11:29:08

yvesdm
Member
Registered: 2007-06-27
Posts: 132

Re: Mail gateway functionality

tsmr wrote:

are you sure of the exchange aliase of the account ?

Yes, I  double checked.
I don't understand. I tried the account configured on a regular pc. It works.
Can someone please confirm this works with exchange 5.5?
As settings I have the following in glpi MailGateways:

name: helpdeskmail
entity: root entity
server: 10.243.10.7 (our exchange server's ip address)
Resulting Connection parameter is set to: {10.243.10.7}
login: loginname
passw: passwd

I always get connection failed when i hit "Get mail tickets now"
Am i missing something here?

Many tnx
Yves

Last edited by yvesdm (2008-01-08 12:06:05)

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#22 2008-01-08 12:06:42

tsmr
GLPI-DEV
From: Rennes
Registered: 2005-08-26
Posts: 11,632
Website

Re: Mail gateway functionality

a screen of your gateway config plz


Xavier Caillaud
Blog GLPI Infotel

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#23 2008-01-08 12:24:49

yvesdm
Member
Registered: 2007-06-27
Posts: 132

Re: Mail gateway functionality

tsmr wrote:

a screen of your gateway config plz

Ok, you find a screenshot here.
http://81.82.202.177/downloads/mg1.jpg
Do you need more info?

tnx4 your time.
Yves

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#24 2008-01-08 12:26:52

tsmr
GLPI-DEV
From: Rennes
Registered: 2005-08-26
Posts: 11,632
Website

Re: Mail gateway functionality

hum..

the glpi server haves the right to connect to the mail server ?
try to search in server logs or in glpi logs (/files/logs) and user debug mode and logging into files in glpi


Xavier Caillaud
Blog GLPI Infotel

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#25 2008-01-08 12:32:57

yvesdm
Member
Registered: 2007-06-27
Posts: 132

Re: Mail gateway functionality

tsmr wrote:

hum..

the glpi server haves the right to connect to the mail server ?
try to search in server logs or in glpi logs (/files/logs) and user debug mode and logging into files in glpi

Yes, rights should be no problem normally.
Glpi server is debian 4 and is even into the NT domain through samba.
Log files show me this:

S1HBA0001INV:/var/www/glpi/files/_log# cat php-errors.log
08-01-2008 11:37
<errorentry>
        <errornum>2</errornum>
        <errortype>Warning</errortype>
        <errormsg>imap_open() [<a href='function.imap-open'>function.imap-open</a>]: Couldn't open stream {10.243.10.7}</errormsg>
        <scriptname>/var/www/glpi/lib/mail/receivemail.class.php</scriptname>
        <scriptlinenum>91</scriptlinenum>
</errorentry>

S1HBA0001INV:/var/www/glpi/files/_log#

Kind regards

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