Forum GLPI-Project

freewood

Member

From: Moscow

Registered: 2016-01-30

Posts: 116

Anonymous tickets assigned to wrong entity

Ok, im stucked. I don't know what's was changed, but all anonymous emails - emails which doesn't linked to any user in glpi - create tickets in wrong entity.

Every client organisation have their entity under the root:
Root ->
Root -> Client_ORG_1
Root -> Client_ORG_2
etc.
All my users (except techinicians) have a single profile "Client" linked with their entity.

In "Rules for assigning a ticket created through a mails receiver" i have a two rules (placed in the same order):
==Rule 1==
Criteria -> User featuring the profile - is - Client
Actions -> Entity based on user's profile - Assign - Yes

==Rule 2==
Criteria -> Subject email header - regular expression matches - /.*/
Actions -> Entity - Assign - Root

If I disable "Rule 1", then all tickets from all emails, even from glpi users, will be created in "Root" entity. It's ok, that's works fine.
If I enable "Rule 1", than tickets from glpi users created in user profile entity, but all anonymous tickets created in... "Root -> Client_ORG_2", not in a "Root" entity.

Which additional information can I provide? I'm totally stucked and don't know where to look to solve this problem.

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Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,273

Re: Anonymous tickets assigned to wrong entity

Have you define a default profile? is this default profile Client?

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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)

freewood

Member

From: Moscow

Registered: 2016-01-30

Posts: 116

Re: Anonymous tickets assigned to wrong entity

Hello Yllen, thank you for reply.

Yes, profile "Client" is marked as default (checkbox in profile settings).

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Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms

freewood

Member

From: Moscow

Registered: 2016-01-30

Posts: 116

Re: Anonymous tickets assigned to wrong entity

Sorry for bump. Any ideas?

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Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms

freewood

Member

From: Moscow

Registered: 2016-01-30

Posts: 116

Re: Anonymous tickets assigned to wrong entity

Ok. Finally i've found the reason for this.
"SELECT gpu.* from glpi_profiles_users gpu WHERE gpu.users_id=0"
return this
id, users_id, profiles_id, entities_id, is_recursive, is_dynamic
539    0    8    20    0    0

I don't know why, but one day the profile with id 539 was assigned not to the real user, but to user with id 0 (zero). Entitie with id 20 is the "Client_ORG_2".
Just delete this record and all becomes fine.

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Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms