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#1 2017-09-12 13:07:58

shrek000
Guest
Registered: 2013-10-26
Posts: 50

Planningrecall, does not send e-mail

Hello!

I created a Ticket task. Scheduled a reminder at a specified time, but a notice in the mail not come

1. The message queue is empty
2. "Automatic action - planningrecall" is runs
3. in logs "Automatic action - planningrecall" - at the specified time is present the message "1    Action completed, fully processed"
4. in logs "/var/www/files/_log/mail.log" no record of sending messages at a specified time
5. but notifications creating tickets come successfully



GLPI 9.1.1

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#2 2017-09-12 13:23:56

freewood
Guest
From: Moscow
Registered: 2016-01-30
Posts: 116

Re: Planningrecall, does not send e-mail

Check this notification settings, probably assigned tech not on the list of recipients.
Check screenshot: http://prntscr.com/gk6nyr


Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms

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#3 2017-09-12 13:43:30

shrek000
Guest
Registered: 2013-10-26
Posts: 50

Re: Planningrecall, does not send e-mail

Сonfigured as in the screenshot

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#4 2017-09-13 19:20:49

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,153

Re: Planningrecall, does not send e-mail

Is your ticket task assign to a technician or a technician's group?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#5 2017-09-18 12:19:52

shrek000
Guest
Registered: 2013-10-26
Posts: 50

Re: Planningrecall, does not send e-mail

>Is your ticket task assign to a technician or a technician's group?
Yes, ticket task assign to a technician

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#6 2017-09-18 16:07:40

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,153

Re: Planningrecall, does not send e-mail

What are object and event for your notification of planning recall?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#7 2017-09-22 14:51:11

shrek000
Guest
Registered: 2013-10-26
Posts: 50

Re: Planningrecall, does not send e-mail

Settings are in the screenshot?
https://prnt.sc/gobw4g

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#8 2017-09-29 08:25:26

shrek000
Guest
Registered: 2013-10-26
Posts: 50

Re: Planningrecall, does not send e-mail

have any other ideas?

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#9 2018-01-09 08:50:13

ultraelephant
Guest
Registered: 2017-12-14
Posts: 3

Re: Planningrecall, does not send e-mail

Did you resolve this problem? GLPI 9.2.1 same problem.

BUT notifications send normally if task technician is super admin in root entity.

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#10 2018-01-09 20:15:36

KKAdmin
Guest
From: Germany
Registered: 2010-03-05
Posts: 859

Re: Planningrecall, does not send e-mail

You have to do this for each task on ticket(s) you want a reminder.
1. You have to assign the task to a technician. (group don't work at the moment https://github.com/glpi-project/glpi/issues/2699)
2. Plan the Task
3. Set up the reminder
(4. State have "to Do" but at the moment you get also an reminder if the task status is done https://github.com/glpi-project/glpi/issues/1370)

1 - 4 in Screenshot: https://i.imgur.com/wvGREkz.png


I test it on 9.2.1 it works.
https://i.imgur.com/JSXIGkT.png


More information about this feature https://github.com/glpi-project/glpi/issues/695

Last edited by KKAdmin (2018-01-09 20:46:57)


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.2.3 /Ubuntu 16.04.4 LTS
Apache/2.4.18 (Ubuntu) - PHP 7.0.30-0ubuntu0.16.04.1 - MySQL 5.7.22-0ubuntu0.16.04.1

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#11 2018-06-26 10:08:09

ultraelephant
Guest
Registered: 2017-12-14
Posts: 3

Re: Planningrecall, does not send e-mail

Hello,

I made two test.

First of all I had created three identical tasks with reminder from one user (https://imgur.com/a/iAd2Qxa)
1: https://imgur.com/a/5NYQLZk
2: https://imgur.com/a/ScNE7Ny
3: https://imgur.com/a/QUqRMuP
All tasks have different technician in charge
planningrecall automatic action log shows that all three reminders had processed (https://imgur.com/a/hl22Dv4).
However all three reminders had received only by creator (https://imgur.com/a/y8fWU9b https://imgur.com/a/NNvz4KR).

Then I had created two identical tasks with reminder from two users (https://imgur.com/a/bvVDgbJ)
1: https://imgur.com/a/GLlAkMN
2: https://imgur.com/a/D322NBF
All tasks have creator as technician in charge
planningrecall automatic action log shows that all two reminders had processed (https://imgur.com/a/Ripy6lf).
However only one user has received reminder (https://imgur.com/a/dwppSQ7). Generaly only this user (Kurnosov Aleksey) hhave no problem with reciving reminder, all other users (about 900) not reciving reminders. Between two users from my example only one difference - one of them (Kurnosov Aleksey) is Super Admin in root entity, while another (Sapozhnikov Dmitry) is Super Admin in entity where ticket created.

I'm using GLPI 9.2.3
Notification settings:
https://imgur.com/a/TGkhT4E
https://imgur.com/a/AQly86j

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