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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
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Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
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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.
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Can you post a screenshot of your ticket, in debug mode, with debug tab open ?
Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
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Hi Remi
How do i enable debugging ??
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Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
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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
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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
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No, I ask you for a screenshot, with ticket form + debug tab open (which contains notification evaluation)
Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/
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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.
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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
Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/
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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 ??
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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.
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Whait is the result of
SELECT * FROM `glpi_tickets_users` WHERE `glpi_tickets_users`.`tickets_id` = 2011000014
Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
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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>
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I don't understand... according to your previous screenshot, should have pyuesh@gmail.com...
Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/
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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>
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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>
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> 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.
Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/
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