Forum GLPI-Project

yann.dreneau

Member

Registered: 2017-03-24

Posts: 21

Rouvrir un ticket par mail

Bonjour,

Je voudrais faire fonctionner la réouverture de ticket par mail, mais lorsque que je répond à un mail Clos, au lieu de rouvrir le ticket, Glpi créé un nouveau ticket et link le ticket clos.

 
GLPI 9.1.6 ( => /var/www/glpi)

Server
 
Operating system: Linux glpi 3.19.0-25-generic #26~14.04.1-Ubuntu SMP Fri Jul 24 21:16:20 UTC 2015 x86_64
PHP 5.5.9-1ubuntu4.22 apache2handler (Core, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, bcmath, bz2,
	calendar, ctype, curl, date, dba, dom, ereg, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, json, ldap, libxml,
	mbstring, mhash, mysql, mysqli, openssl, pcre, pdo_mysql, posix, readline, session, shmop, soap, sockets, standard, sysvmsg,
	sysvsem, sysvshm, tokenizer, wddx, xml, xmlreader, xmlwriter, zip, zlib)
Setup: max_execution_time="30" memory_limit="512M" post_max_size="8M" safe_mode="" session.save_handler="files"
	upload_max_filesize="2M" 
Software: Apache/2.4.7 (Ubuntu) (Apache/2.4.7 (Ubuntu) Server at glpi.lab.home Port 80)
	Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/69.0.3497.100 Safari/537.36
Server Software: (Ubuntu)
	Server Version: 5.5.58-0ubuntu0.14.04.1
	Server SQL Mode: 
	Parameters: glpi@localhost/glpi
	Host info: Localhost via UNIX socket
	
OK/var/www/glpi/config : OK
OK/var/www/glpi/files : OK
OK/var/www/glpi/files/_dumps : OK
OK/var/www/glpi/files/_sessions : OK
OK/var/www/glpi/files/_cron : OK
OK/var/www/glpi/files/_graphs : OK
OK/var/www/glpi/files/_lock : OK
OK/var/www/glpi/files/_plugins : OK
OK/var/www/glpi/files/_tmp : OK
OK/var/www/glpi/files/_rss : OK
OK/var/www/glpi/files/_uploads : OK
OK/var/www/glpi/files/_pictures : OK
OK/var/www/glpi/files/_log : OK
Web access to the files directory, should not be allowed
Check the .htaccess file and the web server configuration.

Libraries
 
htmLawed version 1.1.21 in (/var/www/glpi/lib/htmlawed)
phpCas version 1.3.5 in (/var/www/glpi/vendor/jasig/phpcas/source)
PHPMailer version 5.2.23 in (/var/www/glpi/vendor/phpmailer/phpmailer)
Zend Framework in (/var/www/glpi/vendor/zendframework/zend-loader/src)
zetacomponents/graph in (/var/www/glpi/vendor/zetacomponents/graph/src)
SimplePie version 1.5 in (/var/www/glpi/vendor/simplepie/simplepie/library)
TCPDF version 6.2.12 in (/var/www/glpi/vendor/tecnickcom/tcpdf)
michelf/php-markdown in (/var/www/glpi/vendor/michelf/php-markdown/Michelf)
true/punycode in (/var/www/glpi/vendor/true/punycode/src)
iacaml/autolink in (/var/www/glpi/vendor/iamcal/lib_autolink)
sabre/vobject in (/var/www/glpi/vendor/sabre/vobject/lib)

SQL replicas
 
Not active

Notifications
 
Way of sending emails: SMTP+TLS (support@eurialys.fr@smtp.online.net)

Mails receivers
 
Name: 'support@eurialys.fr' Active: Yes
	Server: '{imap.online.net:993/imap/ssl/debug}' Login: 'support@eurialys.fr' Password: Yes
Name: 'maintenance@eurialys.fr' Active: Yes
	Server: '{imap.online.net:993/imap/ssl/debug}' Login: 'maintenance@eurialys.fr' Password: Yes
Name: 'infogerance@eurialys.fr' Active: Yes
	Server: '{imap.online.net:993/imap/ssl/debug}' Login: 'infogerance@eurialys.fr' Password: Yes

Plugins list
 
	behaviors            Name: Comportements                  Version: 1.3        State: Enabled
	credit               Name: Crédits                        Version: 1.0.1      State: Enabled
	escalade             Name: Escalades                      Version: 0.90-1.3   State: Enabled
	renamer              Name: Renamer                        Version: 0.90-1.0   State: Enabled

Bien cordialement,
Yann DRENEAU

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Rouvrir un ticket par mail

C'est le comportement natif du coeur de GLPI qu'il n'est pas possible de modifier sans faire un fork

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Rouvrir un ticket par mail

En complément si vous utilisez le statut resolu ça laisse le temps au demandeur de rouvrir le ticket.
Utilisez la clôture automatique après 1,2..8 semaines

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Trouver la panne avant de réparer...
GLPI10.0.16 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.3 reports 1.16.0 formcreator 2.13.9, datainjection 2.13.5 fields 1.21.9