Followup Notifications for tickets created by unknown requestor

pyueshd · 2011-06-18 22:24:13

Hi

I am using GLPI 0.80.0. I have a problem where a ticket created by a requestor who is currently not a user on the system. The ticket gets created, but not notification goes out to the requestor, even though the "Requestor" is a member of the notification groups for "New Tickets" and "Add Followup".

I have checked and double checked the setup.

Is there anyone that can help with this.

Regards
Pyuesh

remi · 2011-06-19 10:51:29

Fixed
https://forge.indepnet.net/issues/2847

pyueshd · 2011-07-01 16:02:54

Hi Remi

I have upgraded to GLPI version 0.80.1. Looks like the notifications to a unknown requestor is not working again. Do i have to copy the file listed in the patch from your previous reply.

I've read to through the changed log for the new version, and it says that it is all included, but i dont see any emails going out to the requestor.

Please assist.

remi · 2011-07-01 16:32:15

Can you post a screenshot of your ticket, in debug mode, with debug tab open ?

pyueshd · 2011-07-01 16:39:43

Hi Remi

How do i enable debugging ??

remi · 2011-07-01 16:46:28

http://www.glpi-project.org/wiki/doku.p … nfig:debug

pyueshd · 2011-07-01 17:05:11

Hi Remi

Below is the debug:

1    SELECT *
FROM `glpi_tickets`
WHERE `id` = '2011000010'    0.001     
2    SELECT `glpi_groups_tickets`.*
FROM `glpi_groups_tickets`
WHERE `tickets_id` = '2011000010'    0.001     
3    SELECT `glpi_tickets_users`.*
FROM `glpi_tickets_users`
WHERE `tickets_id` = '2011000010'    0.001     
4    SELECT *
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
5    SHOW COLUMNS
FROM `glpi_entities`    0.001     
6    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
7    SELECT COUNT(DISTINCT `glpi_users`.`id` ) AS cpt
FROM `glpi_users`
LEFT JOIN `glpi_profiles_users` ON (`glpi_users`.`id` = `glpi_profiles_users`.`users_id`)
WHERE `glpi_users`.`id` > '1' AND ( `glpi_profiles_users`.`entities_id` = '10' OR (`glpi_profiles_users`.`is_recursive`='1' AND `glpi_profiles_users`.`entities_id` IN ('0')) ) AND `glpi_users`.`is_deleted` = '0' AND `glpi_users`.`is_active` = '1' AND `glpi_users`.`id` NOT IN (21)     0.001     
8    SELECT *
FROM `glpi_users`
WHERE `id` = '21'    0.001     
9    SELECT *
FROM `glpi_usertitles`
WHERE `id` = '1'    0.001     
10    SELECT *
FROM `glpi_usercategories`
WHERE `id` = '2'    0.000     
11    SHOW COLUMNS
FROM `glpi_entities`    0.001     
12    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
13    SELECT DISTINCT `glpi_users`.*
FROM `glpi_users`
LEFT JOIN `glpi_profiles_users` ON (`glpi_users`.`id` = `glpi_profiles_users`.`users_id`)
WHERE `glpi_users`.`id` > '1' AND ( `glpi_profiles_users`.`entities_id` = '10' OR (`glpi_profiles_users`.`is_recursive`='1' AND `glpi_profiles_users`.`entities_id` IN ('0')) ) AND `glpi_users`.`is_deleted` = '0' AND `glpi_users`.`is_active` = '1' AND `glpi_users`.`id` NOT IN (21)
ORDER BY `glpi_users`.`firstname`, `glpi_users`.`realname`, `glpi_users`.`name`     0.002     
14    SELECT *
FROM `glpi_users`
WHERE `id` = '21'    0.001     
15    SELECT *
FROM `glpi_ticketcategories`
WHERE `id` = '5'    0.001     
16    SHOW COLUMNS
FROM `glpi_ticketcategories`    0.001     
17    SHOW COLUMNS
FROM `glpi_ticketcategories`    0.001     
18    SHOW COLUMNS
FROM `glpi_entities`    0.001     
19    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
20    SELECT COUNT(*) AS cpt
FROM `glpi_ticketcategories`
WHERE ( `glpi_ticketcategories`.`entities_id` = '10' OR (`glpi_ticketcategories`.`is_recursive`='1' AND `glpi_ticketcategories`.`entities_id` IN ('0')) )     0.001     
21    SHOW COLUMNS
FROM `glpi_ticketcategories`    0.001     
22    SHOW COLUMNS
FROM `glpi_entities`    0.001     
23    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
24    SELECT *
FROM `glpi_ticketcategories`
WHERE 1 AND `glpi_ticketcategories`.`id` NOT IN ('5') AND ( `glpi_ticketcategories`.`entities_id` = '10' OR (`glpi_ticketcategories`.`is_recursive`='1' AND `glpi_ticketcategories`.`entities_id` IN ('0')) )
ORDER BY `entities_id`, `completename`     0.001     
25    SELECT *
FROM `glpi_ticketcategories`
WHERE `id` = '5'    0.000     
26    SELECT *
FROM `glpi_ticketcategories`
WHERE `id` = '5'    0.000     
27    SELECT *
FROM `glpi_ticketcategories`
WHERE `id` = '5'    0.000     
28    SHOW COLUMNS
FROM `glpi_computers`    0.002     
29    SELECT *
FROM `glpi_computers`
WHERE `users_id` = '21' AND `is_deleted` = '0' AND `is_template` = '0' AND ( `glpi_computers`.`entities_id` = '10' )     0.001     
30    SHOW COLUMNS
FROM `glpi_phones`    0.002     
31    SELECT *
FROM `glpi_phones`
WHERE `users_id` = '21' AND `is_deleted` = '0' AND `is_template` = '0' AND ( `glpi_phones`.`entities_id` = '10' )     0.000     
32    SHOW COLUMNS
FROM `glpi_softwares`    0.001     
33    SHOW COLUMNS
FROM `glpi_entities`    0.001     
34    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
35    SELECT *
FROM `glpi_softwares`
WHERE `users_id` = '21' AND `is_deleted` = '0' AND `is_template` = '0' AND `is_helpdesk_visible` = '1' AND ( `glpi_softwares`.`entities_id` = '10' OR (`glpi_softwares`.`is_recursive`='1' AND `glpi_softwares`.`entities_id` IN ('0')) )     0.001     
36    SELECT *
FROM `glpi_requesttypes`
WHERE `id` = '2'    0.000     
37    SHOW COLUMNS
FROM `glpi_requesttypes`    0.001     
38    SELECT COUNT(*) AS cpt
FROM `glpi_requesttypes`    0.000     
39    SHOW COLUMNS
FROM `glpi_requesttypes`    0.001     
40    SELECT *
FROM `glpi_requesttypes`
WHERE 1 AND `glpi_requesttypes`.`id` NOT IN ('2')
ORDER BY name     0.000     
41    SELECT *
FROM `glpi_requesttypes`
WHERE `id` = '2'    0.000     
42    SELECT *
FROM `glpi_requesttypes`
WHERE `id` = '2'    0.000     
43    SELECT *
FROM `glpi_users`
WHERE `id` = '21'    0.000     
44    SELECT *
FROM `glpi_usertitles`
WHERE `id` = '1'    0.000     
45    SELECT *
FROM `glpi_usercategories`
WHERE `id` = '2'    0.000     
46    SELECT *
FROM `glpi_users`
WHERE `id` = '21'    0.000     
47    SHOW COLUMNS
FROM `glpi_suppliers`    0.001     
48    SHOW COLUMNS
FROM `glpi_suppliers`    0.001     
49    SHOW COLUMNS
FROM `glpi_entities`    0.001     
50    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
51    SELECT COUNT(*) AS cpt
FROM `glpi_suppliers`
WHERE ( `glpi_suppliers`.`entities_id` = '10' OR (`glpi_suppliers`.`is_recursive`='1' AND `glpi_suppliers`.`entities_id` IN ('0')) )     0.000     
52    SHOW COLUMNS
FROM `glpi_suppliers`    0.001     
53    SHOW COLUMNS
FROM `glpi_entities`    0.001     
54    SELECT `ancestors_cache`, `entities_id`
FROM `glpi_entities`
WHERE `id` = '10'    0.000     
55    SELECT *
FROM `glpi_suppliers`
WHERE 1 AND `is_deleted` = '0' AND `glpi_suppliers`.`id` NOT IN ('0') AND ( `glpi_suppliers`.`entities_id` = '10' OR (`glpi_suppliers`.`is_recursive`='1' AND `glpi_suppliers`.`entities_id` IN ('0')) )
ORDER BY `entities_id`, name     0.001     
56    SELECT *
FROM `glpi_suppliers`
WHERE `id` = '0'    0.000     
57    SELECT COUNT(*) AS cpt
FROM `glpi_documents_items`,`glpi_documents`
WHERE `glpi_documents_items`.`documents_id` = `glpi_documents`.`id` AND `glpi_documents_items`.`items_id` = '2011000010' AND `glpi_documents_items`.`itemtype` = 'Ticket'     0.001     
58    SELECT *
FROM `glpi_tickets_tickets`
WHERE `tickets_id_1` = '2011000010' OR `tickets_id_2` = '2011000010'    0.001     
AUTOLOAD

pyueshd · 2011-07-02 21:32:55

Hi Remi

Are you still able to assist me with this query? Was the debug info enough to tel you what wrong's with the config ??

Regards
Pyuesh

remi · 2011-07-03 07:05:55

No, I ask you for a screenshot, with ticket form + debug tab open (which contains notification evaluation)

pyueshd · 2011-07-03 11:02:33

Hi Remi

Is this the information you are looking for ?? I was unable to get the complete screenshot, so i have split it in two. Does this help. From a ticket from glpi version 0.80.0, the notification debug window is different i.e. the requestor actually get the ticket.

PunBB bbcode glpi1error
PunBB bbcode glpi2error

remi · 2011-07-03 13:12:37

Please check than "requester" is in the target list of a notification.
Please add a GLPI user (with an email address) as "requester" (to have both a normal user and an unknown user)
Post new screenshoot (0.80.1) where only 1 of 2 requester appears

pyueshd · 2011-07-03 13:35:29

Hi Remi

I have checked the new ticket notifications and 'requestor' & 'watcher' are part of the list. I created a "B2E Office Users" group, added myself into the group as i am a registered user, and added that group to the notification list, and i got the notification of the new ticket, but nothing went out to the user who logged the ticket, who is not a registered user on the system.

Should i roll back to 0.80.0 and roll back the database rather ??

PunBB bbcode glpi_newticket_notify
PunBB bbcode glpi_new_ticket_gmail

pyueshd · 2011-07-03 13:51:53

Hi Remi

The following is when a registered requestor sends through a ticket:

From the debug notification window, you can see that an email goes out to the requestor.

PunBB bbcode pwc_ticket
PunBB bbcode pwc_ticket_debug

remi · 2011-07-03 14:40:32

Whait is the result of

SELECT *  FROM `glpi_tickets_users` WHERE `glpi_tickets_users`.`tickets_id` = 2011000014

pyueshd · 2011-07-03 14:58:21

Hi Remi

Below is the result:

mysql> SELECT *  FROM `glpi_tickets_users` WHERE `glpi_tickets_users`.`tickets_id` = 2011000014;
+-----+------------+----------+------+------------------+-------------------+
| id  | tickets_id | users_id | type | use_notification | alternative_email |
+-----+------------+----------+------+------------------+-------------------+
| 122 | 2011000014 |       21 |    1 |                1 | NULL              | 
+-----+------------+----------+------+------------------+-------------------+
1 row in set (0.00 sec)

mysql>

remi · 2011-07-03 15:01:17

I don't understand... according to your previous screenshot, should have pyuesh@gmail.com...

pyueshd · 2011-07-03 15:08:07

Hi Remi

You are right, the alternative _email should be pyuesh@gmail.com but it is set to NULL. A previous test from unknown requester which the notificationtargetticket.class.php fix, the result in the database is as below:

mysql> SELECT * FROM `glpi_tickets_users` where tickets_id='44';
+----+------------+----------+------+------------------+-------------------+
| id | tickets_id | users_id | type | use_notification | alternative_email |
+----+------------+----------+------+------------------+-------------------+
| 81 | 44 | 0 | 1 | 1 | pyuesh@gmail.com |
+----+------------+----------+------+------------------+-------------------+
1 row in set (0.00 sec)

mysql>

pyueshd · 2011-07-03 15:52:42

Hi Remi

I got it working. I may have previously created a test user for pyuesh@gmail.com, but deleted it. It was not showing in the web interface, but when i checked the table glpi_users for user_id=21, it was set to pyuesh@gmail.com. Now it is all working again. Thanks again for your help. Below is another select from the database for a newer ticket:

mysql> SELECT * FROM `glpi_tickets_users` WHERE `glpi_tickets_users`.`tickets_id` = 2011000017;
+-----+------------+----------+------+------------------+-------------------+
| id | tickets_id | users_id | type | use_notification | alternative_email |
+-----+------------+----------+------+------------------+-------------------+
| 125 | 2011000017 | 0 | 1 | 1 | pyuesh@gmail.com |
+-----+------------+----------+------+------------------+-------------------+
1 row in set (0.00 sec)

mysql>

remi · 2011-07-03 16:07:01

> I got it working.
Great !

> I may have previously created a test user for pyuesh@gmail.com, but deleted it.
Of course...

> Now it is all working again. Thanks again for your help.
So, I close this.

Forum GLPI-Project

Announcement

#1 2011-06-18 22:24:13

Followup Notifications for tickets created by unknown requestor

#2 2011-06-19 10:51:29

Re: Followup Notifications for tickets created by unknown requestor

#3 2011-07-01 16:02:54

Re: Followup Notifications for tickets created by unknown requestor

#4 2011-07-01 16:32:15

Re: Followup Notifications for tickets created by unknown requestor

#5 2011-07-01 16:39:43

Re: Followup Notifications for tickets created by unknown requestor

#6 2011-07-01 16:46:28

Re: Followup Notifications for tickets created by unknown requestor

#7 2011-07-01 17:05:11

Re: Followup Notifications for tickets created by unknown requestor

#8 2011-07-02 21:32:55

Re: Followup Notifications for tickets created by unknown requestor

#9 2011-07-03 07:05:55

Re: Followup Notifications for tickets created by unknown requestor

#10 2011-07-03 11:02:33

Re: Followup Notifications for tickets created by unknown requestor

#11 2011-07-03 13:12:37

Re: Followup Notifications for tickets created by unknown requestor

#12 2011-07-03 13:35:29

Re: Followup Notifications for tickets created by unknown requestor

#13 2011-07-03 13:51:53

Re: Followup Notifications for tickets created by unknown requestor

#14 2011-07-03 14:40:32

Re: Followup Notifications for tickets created by unknown requestor

#15 2011-07-03 14:58:21

Re: Followup Notifications for tickets created by unknown requestor

#16 2011-07-03 15:01:17

Re: Followup Notifications for tickets created by unknown requestor

#17 2011-07-03 15:08:07

Re: Followup Notifications for tickets created by unknown requestor

#18 2011-07-03 15:52:42

Re: Followup Notifications for tickets created by unknown requestor

#19 2011-07-03 16:07:01

Re: Followup Notifications for tickets created by unknown requestor

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