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#1 2005-09-28 15:29:43

Jojo
Member
Registered: 2005-09-19
Posts: 14

Using MS Outlook 2003 to post intervention

Dear All,

I need to know if it is possible to compose a new message(describing the problem)  using  MS Outlook 2003  and send it to helpdesk@company.com and then the GLPI  (0.60)  will automatically add/post it as a new intervention.



Thanks in adv.

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#2 2005-09-28 15:52:48

ddurieux
Plugins Dev
From: Propières, France
Registered: 2005-06-17
Posts: 7,521

Re: Using MS Outlook 2003 to post intervention

It's a good idea if it's possible, I'm using server exchange 2000 at my worker. It can be great if it's possible


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#3 2005-09-28 18:33:34

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

Re: Using MS Outlook 2003 to post intervention

In theory all things are possible.

But it needs to be coded...


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#4 2005-09-28 23:09:40

Zael
Member
Registered: 2005-07-02
Posts: 5

Re: Using MS Outlook 2003 to post intervention

If the SMTP server is IIS5 or 6 one (with exchange 2000 or 2003), it shouldn't be too hard to write an event sink to
    1 - read the email
    2 - connect to the glpi database
    3 - find the user corresponding to the email sender
    4 - get the priority and problem type from the email
    5 - get the problem description from the email
    6 - insert it all into glpi
    7 - archivate or drop the email

If everybody is using Outlook, maybe a form can also be defined to format all needed data. But then i don't see the point in doing that if you can configure the SSO for your windows users so they can access the helpdesk sumit form on the glpi server.

Keep also in mind that you have to handle correctly errors by sending back an email or by returning an error code (depending where you are puting the event sink) if the user is not found, if the database is unreachable, if the data can't be extracted, and if anything goes wrong.

The simpliest language to do that is vbs but i am not sure if you can easily access a mysql database with it. Otherwise VB and C/C++ can do it.

PS: I don't want to code it :-P

PS2: you can also create an email mailboxe in exchange for the helpdesk user and make a standalone program extracting the email via pop3, imap4 or CDO and put it into the database. But then it is quite insecure as you need an user account with a static password. If you change the password, you also have to change it in the cron which run the standalone program....

PS3: sound easier to educate your users ;-)

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#5 2005-09-28 23:44:36

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

Re: Using MS Outlook 2003 to post intervention

I agree with the PS3 wink

I ve already wrote a piece of code that :

- connect to a mail count
- read the mail
- find user, description, priority (i used some tags to do that)
- insert it all  in glpi

But i gave up for the reasons witch you explained


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#6 2006-04-19 20:10:15

jdinkel
Member
Registered: 2006-04-19
Posts: 1

Re: Using MS Outlook 2003 to post intervention

OneOrZero is written in PHP and it already includes email submissions.  Maybe you could have a look at their code to see how it's done?  That is the beauty of OSS after all.

Basically, you set up a mail subdomain that is handled by your helpdesk server and all emails to that subdomain is goes to that server, and somehow it gets passed from Sendmail to the helpdesk application which adds it as a ticket.

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#7 2007-09-12 17:13:42

willem05
Member
Registered: 2007-09-12
Posts: 1

Re: Using MS Outlook 2003 to post intervention

Hi,

Don't most ticket packages contain these mail-import features ? I am looking around on the internet but it seems glpi does not have it. Very strange since this can be very relaxed. If it is there, or someone programmed it, I 'd love to be a tester. There you can see how much I want a mail-importer ;-)

I am subscribed to this message, so please if someone has more info on this subject....

Kind regards,
Willem

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#8 2007-09-12 18:16:45

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

Re: Using MS Outlook 2003 to post intervention

Collect ticket by email is a new feature in the 0.7 version of GLPI.

You could ask for a beta-tester account in the announce area


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#9 2008-03-07 16:02:22

macgor
Member
From: Le Lamentin
Registered: 2007-11-07
Posts: 62

Re: Using MS Outlook 2003 to post intervention

Bonjour,

Je viens de du WIKI qui renvoi sur ce Topic, ou puis je trouver la procédure pour réaliser cela sur ma version 0.7.2 (http://glpi-project.org/wiki/doku.php?id=fr:faqmails)

Est ce l'option : Passerelle mail ?

Merci d'avance


• Xampp
• GLPI version 0.90.4

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#10 2008-03-07 20:23:46

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

Re: Using MS Outlook 2003 to post intervention

Bonsoir,

Vous postez dans un thread en anglais, je ne crois pas que cela soit le plus pertinent.

Par ailleurs vous n'exposez pas votre problème et faites uniquement référence à une page du wiki qui contient plusieurs problématique.

Difficile donc de vous répondre.

Merci de créer un sujet propre à votre question et d'expliquer votre demande.


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