Forum GLPI-Project

Afol

Member

Registered: 2021-12-23

Posts: 77

problem with replies to external mail tickets

I am having a problem in the configuration of the glpi.
If a person with an e-mail outside the company opens a ticket via e-mail, it is opened normally.
When I answer, he receives an answer correctly.
The problem is when the user replies to the ticket, the reply is not added and the mail ends up in the mail folder created specifically for these failed cases.

What can it be?
The problem only occurs with responses from external users. For the interior there are no problems.

Julien.Garrido

Member

Registered: 2019-12-23

Posts: 97

Re: problem with replies to external mail tickets

Hi,

Did you check, in Setup/General/assistance :
Allow anonymous followups (receiver) = Yes
and
Allow anonymous ticket creation (helpdesk.receiver) = Yes
?

Last edited by Julien.Garrido (2022-01-13 02:35:50)

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: problem with replies to external mail tickets

Hi,

Did you check, in Setup/General/assistance :
Allow anonymous followups (receiver) = Yes
and
Allow anonymous ticket creation (helpdesk.receiver) = Yes
?

it was not active "Allow anonymous followups (receiver)". Thank you!!

zekaleka

Member

Registered: 2023-09-14

Posts: 28

Re: problem with replies to external mail tickets

Sorry for resurrecting old ticket, but I'm facing same issue, only in my case all entities anonymous ticket creation/followups are allowed (Value:Yes)
Tried to look at logs, nothing about wrong/refused/etc. mails.
In mail receiver (Inbox) I see that followups from external emails are received, readed, but not moved to ACCEPTED folder. Followups not added to ticket.
Checked files/_log /var/log dir's, nothing about wrong mails.
Any recommendations would be appreciated.
GLPI version 10.0.10