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silurus

Member

Registered: 2024-07-24

Posts: 7

Duplicate tickets

Good morning:)
In glpi we have configured several inboxes (receivers)(A,B,C). Unfortunately, there was a problem that I can't deal with. Iit happens that the requester sends an email with a ticket to the receiver(A,B and C) by which GLPI adds 3 tickets. We tried to use "Rules for assigning a ticket created through a mails receiver" But I have the impression that GLPI in criteria does not process the full message header “To” (<a>;<b>;<c>) only separately <a> then <b> and finally <c>.

Do you have any idea how to approach this?

Thank you in advance:)

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Duplicate tickets

Is there a legitimate reason your users are doing this? If you send an email to "<a>;<b>;<c>" each of those inboxes is going to get a copy of the email and therefore have 3 different tickets created. There is nothing on the GLPI side as far as I know for preventing this except only having a single receiver. If you have control over the email server, maybe you could add a rule to block emails going to multiple of these receiver addresses and return an automatic response or restricting certain groups of users to specific receiver email addresses. This probably isn't the place to get help with email server rules though.

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silurus

Member

Registered: 2024-07-24

Posts: 7

Re: Duplicate tickets

A few recipients are dictated by business considerations. The irrationality of the submitters' actions is beyond our sphere of influence, but we have to deal with them.
I see one simple solution at GLPI (allowing to use few receivers).
"Rules for assigning a ticket created through a mails receiver" should handle whole mail header "to" (<a>;<b>;<c>) not separately <a> then <b> and finally <c>.
I tested Rules several times and always had this conclusion.
Rules contain "To email header" and "Received email header" with criteria "contains" do not process the entire header To: "a" <a@a.com>,"b" <b@b.com> ...  but: Delivered-To: a@a.com (or similiar).

Did I make a mistake and the rules should work as I expect?
Do Uou know which glpi file is responsible for reprocessing mail headers (sometimes analysis of the source code allows to fully understand the mechanism of the process)?