Create ticket from helpdesk email

stevem · 2017-10-14 13:49:33

Hi,

I am a new GLPI user and I want to implement it in my organization. I want emails send to helpdesk@domain.com to be created as a ticket in the GLPI automatically.

Please help with a step by step guide on how to go about it.

I'm using version 9.1.6.

LucaC · 2017-10-14 19:35:10

Hi, not a step by step guide, but some suggests.
1) Your server should be an IMAP or POP3 (with or whitout SSL).
2) You need to configure a mail receiver . Inside the mail receiver you must configure the server type, the address and (of course) username and password to access the mailbox. In case of IMAP, you can also specify an IMAP folder to retrieve mail from.

After that, you have to check that the mail receiver task (within the "automatic actions" configuration) is enabled, then check how frequentrly the mailbox should be checked and finally how many mail retrieve for each check (I suggest using a small value, to protect yourself from spam).

HTH

stevem · 2017-10-16 13:01:26

Hi, I have done the configuration but the system is creating tickets from old emails instead of the latest mail. The tickets are not creating automatically even after setting up mailgate receiver, i have to do it manually by clicking on execute button

LaDenrée · 2017-10-16 13:44:44

Hi,
as LucaC explained :
did you set automatic task ?
GLPI MODE or CLI MODE ?

case of CLI MODE : did you set crontab(linux) or scheduled task (windows) ?

stevem · 2017-10-24 13:14:22

Thanks all, it worked after setting crontab.
However, the emails are deleted from the inbox after the ticket is created. I'm using gmail platform.

Where am I going wrong?

sturl4ny · 2017-10-24 14:05:12

It's glpi mechanis i think.

I'm using rule that filters e-mails that i want ticket from and copy them to other directory in mailbox. Then in mail configuration in glpi i target that directory.

Last edited by sturl4ny (2017-10-24 14:05:57)

machadomall · 2017-10-24 14:05:14

Hello,
I do not know if it's a problem, since I use the GLPI it's always been like this, it downloads the email creates the ticket and removes it from the inbox. Even with the POP as well as IMAP setting.

At.

LaDenrée · 2017-10-24 14:08:26

nothing wrong : using pop will delete email after reading.
if you want to keep a copy from original mail then create a redirection rule on your gmail server to another email account.

machadomall · 2017-10-24 14:33:45

Hello,
This is a good choice, I had not thought of that.
But if the account is IMAP, should you keep the emails in the correct inbox?

Grateful.

fricketo · 2017-10-25 08:17:39

GLPI has to delete the mails from the inbox, because if it don't delete them, glpi would create a ticket again and again for the same mail....its not a bug, its a feature

stevem · 2017-10-25 11:15:51

I get the idea. I have a solution which is working just fine; create a filter in gmail that will receive all the emails without skipping the inbox. Set connection string for GLPI receiver to create tickets from the filter instead of inbox e.g Connection string {imap.gmail.com/imap/ssl}GLPI Test.
This way my communications in the inbox will not be deleted.

machadomall · 2017-10-25 12:34:03

fricketo wrote:

GLPI has to delete the mails from the inbox, because if it don't delete them, glpi would create a ticket again and again for the same mail....its not a bug, its a feature

I concodor with you, the email does not have to be in the Inbox. Even because the ticket has already been opened, I no longer need the email in the Inbox.

Hugs.

stevem · 2017-10-27 13:09:05

How can I stop creation of new tickets from email replies made to an email which has already created another ticket?

yllen · 2017-10-31 17:15:55

You can't if mail collector is active.
But you can define an empty email address for notification from GLPI (in your entity's configuration)

juanka99 · 2020-03-15 14:48:03

fricketo wrote:

GLPI has to delete the mails from the inbox, because if it don't delete them, glpi would create a ticket again and again for the same mail....its not a bug, its a feature

Hi!

My problem is tha GLPI doesn't delete the mails from the inbox and the tickets are generate repeted until I delete the mail manually.

¿Anyone knows what could be the problem?

Thanks a lot!

juanzu · 2021-04-10 16:05:14

stevem wrote:

Hi, I have done the configuration but the system is creating tickets from old emails instead of the latest mail. The tickets are not creating automatically even after setting up mailgate receiver, i have to do it manually by clicking on execute button

Hello, the same thing is happening to me: old mail arrives. How can you solve it? Could you explain that to me? Please.

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#1 2017-10-14 13:49:33

Create ticket from helpdesk email

#2 2017-10-14 19:35:10

Re: Create ticket from helpdesk email

#3 2017-10-16 13:01:26

Re: Create ticket from helpdesk email

#4 2017-10-16 13:44:44

Re: Create ticket from helpdesk email

#5 2017-10-24 13:14:22

Re: Create ticket from helpdesk email

#6 2017-10-24 14:05:12

Re: Create ticket from helpdesk email

#7 2017-10-24 14:05:14

Re: Create ticket from helpdesk email

#8 2017-10-24 14:08:26

Re: Create ticket from helpdesk email

#9 2017-10-24 14:33:45

Re: Create ticket from helpdesk email

#10 2017-10-25 08:17:39

Re: Create ticket from helpdesk email

#11 2017-10-25 11:15:51

Re: Create ticket from helpdesk email

#12 2017-10-25 12:34:03

Re: Create ticket from helpdesk email

#13 2017-10-27 13:09:05

Re: Create ticket from helpdesk email

#14 2017-10-31 17:15:55

Re: Create ticket from helpdesk email

#15 2020-03-15 14:48:03

Re: Create ticket from helpdesk email

#16 2021-04-10 16:05:14

Re: Create ticket from helpdesk email

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