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#1 2019-04-15 22:12:10

djmolletones
Member
Registered: 2019-04-05
Posts: 18

glpi new ticket by email

Hi

I configured a Receiver with gmail account.

When, the automatic task runs, the ticket is created in DB successfully , but  when the ticket is created in GLPI database... the field "date" in table glpi_tickets stores date-time not equal to original email date-time or date-time set on GLPI-BD system . But when, the ticket is created using the standart data entry, it stores the ticket with the current time of the GPLI server.
Example:
********************************************************************
EA Intelix Prueba GLPI
17:34 (hace 23 minutos)   --->(time email)





URL : http://localhost/index.php?redirect=ticket_51&noAUTO=1
Incident: Description

Title :email date-time vs GLPI Ticket Opening date VII
Requester : Anderson Cova
Opening Date :2019-04-15 21:25     --->(ticket  date time )

Close date :
Request Source :E-Mail

*******************************************************************************

May you suggest any idea or workaround?

Best regards

Last edited by djmolletones (2019-04-16 00:03:29)

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#2 2019-04-16 09:39:22

grajek
Member
Registered: 2015-03-16
Posts: 72

Re: glpi new ticket by email

Hello!
Under Setup->Receivers there is a setting named "Use mail date, instead of collect one". When set to "yes" then date of the ticket will be from e-mail send date. When it is set to "no", then the date will be the date of import.


GLPI 9.5.1 CentOS

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#3 2019-04-16 15:45:19

djmolletones
Member
Registered: 2019-04-05
Posts: 18

Re: glpi new ticket by email

Hi

The values set
1.- "Use mail date, instead of collect one" Yes

I changed the value ("Use mail date, instead of collect one") to "No", I restart Apache Server, i sent another email to GLPI, but the issue still happens.

In my case, the difference between mail date and Ticket Opening date is 4 hours more...

Emal date: 2019-04-16 09:28
Ticket Opening Date: 2019-04-16 13:29

Any other idea?

Best regards


GLPI 9.4.1.1

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#4 2019-04-16 15:59:30

LaDenrée
HELPER
Registered: 2012-11-19
Posts: 6,142

Re: glpi new ticket by email

did you set timezones ?
-on your server ?
- on GLPI : setup>authentication>setup >GLPI server time zone


Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

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#5 2019-04-16 16:41:15

djmolletones
Member
Registered: 2019-04-05
Posts: 18

Re: glpi new ticket by email

Hello,

I set up the timezone: GMT -4 Hours, then  restarted Apache Server,  sent another email to GLPI, but the issue still happens.



Any other idea?


Note: When i create a ticket using standart interface, it works ok, i mean the Opening Date, corresponds to my local date-time...

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#6 2019-04-17 14:05:41

djmolletones
Member
Registered: 2019-04-05
Posts: 18

Re: glpi new ticket by email

Hello

I solved the issue making a change into file php.ini

date.timezone = xxxxx

https://www.php.net/manual/es/timezones.php


Thanks to everyone...

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