Mail gateway functionality

caimano68 · 2007-11-07 17:10:06

Good morning,
could someone explain to me how works the mail gateway funtionality.
I'm very interesting to this feature but I need help:

- How the mail have to be for inserting directly in helpdesk system?
- this system works with a cron that retrieve the emails from an email account?
- some info about administration mail gateway interface:
- the server is the host that store GLPI site or the external mail server?
- login and password are mail account information?

thanks in advance
Benzi Mariano

MoYo · 2007-11-07 19:39:21

caimano68 wrote:

- How the mail have to be for inserting directly in helpdesk system?
- this system works with a cron that retrieve the emails from an email account?

GLPI do "pseudo cron" jobs when somebody used GLPI.
A task is done automatically each 10 minutes (if you used GLPI) to retrieve mails from defined mailgates.

caimano68 wrote:

- some info about administration mail gateway interface:
- the server is the host that store GLPI site or the external mail server?
- login and password are mail account information?

Server is the mal server and login/pasword are mail account parameters.

caimano68 · 2007-11-08 10:59:36

The email must have a predefined structure? es:

[Author] Name Author
[device]
[tiltle] title of helpdesk
[dexcription]

or any type of mail will parsed?

thanks for reply

JMD · 2007-11-08 12:40:18

Any type of mail : text or html would be parsed.

The ticket would be link to a user against his email adress.

aeof · 2007-11-08 12:57:22

hi ng,

where do I find the configuration of the mail-gateway functionality? I was searched for hours ...
BTW: Is the mail-gateway function available in version 0.6.2 or do I have to update?

best regards

aeof

caimano68 · 2007-11-08 14:48:43

@ aeof
You can find this functionality in new version at this moment in 0.7 rel candidate 2 not for production!
bye

@ GLPi programmers

Is possible ( in the future ) have the possibility to parse an email where some filed requested in normal Helpdesk are inserted in the email body?

For ex.

The title is the subject of mail - as now
the body is description - as now

[USER] is inserted in email body the name of [/USER]
[ATTACH]eventually a file to insert with a screenshot for example [/ATTACH]
[..] [..]
[priority]....[/priority]

thanks in advance and best regards

JMD · 2007-11-08 19:30:21

Why not but what is the real aim of this possibility ?

Open ticket by mail is added to make easier and faster submission by user who are affraid of web form.

The only two things that i find interesting are :

- adding file
- and [serial] to find the comuter or the printer for example.

caimano68 · 2007-11-09 09:26:25

Thanks JMD for reply,
.. yes but for example: we have many users that have not a browser installed on pc and for mail client we use lotus notes.
Now if the system can parse the email with structure is possible to create a form in Lotus Notes ( a partially precompiled email) for inserting helpdesk with more information.
This is only a suggestion.
Thanks for your great job

JMD · 2007-11-09 20:09:30

Ok i understand now your spécific needs.

rstolz · 2007-12-29 06:50:39

Is there any way to allow GLPI to check the mail gateways when the program is idle (no one is using GLPI) other than when someone is logged in?

JMD · 2007-12-29 14:11:00

Yes it is possible.

You just need to use cron job for that.

Please make search on the forum about "cron". You will find some infomation.

tylswans · 2008-01-02 23:55:32

I set up IMAP/POP authentication and that works fine, but I'm having trouble configuring the 'mail gateway' in ver .70, getting a "connection failed" error.

Here is debug:

SQL REQUEST : 3 Queries took 0s
N° Queries Time Errors
1 SELECT *
FROM glpi_mailgate
WHERE (ID = 4) 0.000
2 SELECT count(*) AS cpt
FROM glpi_entities
WHERE ( glpi_entities.ID IN (0) ) 0.000
3 SELECT *
FROM glpi_entities
WHERE ( glpi_entities.ID IN (0) )
ORDER BY completename 0.000
POST VARIABLE
KEY => VALUE
searchText => *
value => 0
table => glpi_entities
myname => FK_entities
limit => 50
comments => 1
rand => 428335919
entity_restrict =>
KEY => VALUE
0 => 0
update_item =>
GET VARIABLE
KEY => VALUE
ID => 4
SESSION VARIABLE
KEY => VALUE
glpilist_limit => 50
glpilanguage => en_GB
glpi_plugins =>
KEY => VALUE
0 => cacti
1 => addressing
2 => archires
glpi_currenttime => 2008-01-02 13:52:29
glpitest => testcookie
glpiID => 6
glpiname => tswanson
glpirealname => tswanson
glpifirstname =>
glpitracking_order => 1
glpiauthorisation => 1
glpiextauth => 0
glpisearchcount =>
KEY => VALUE
35 => 1
glpisearchcount2 =>
KEY => VALUE
35 => 0
glpiroot => /glpi
glpicrontimer => 1199310613
glpi_plugin_cacti_profile =>
KEY => VALUE
ID => 4
name => super-admin
interface => cacti
is_default => 0
cacti => r
glpi_plugin_cacti_installed => 1
glpi_plugin_addressing_profile =>
KEY => VALUE
ID => 4
name => super-admin
interface => addressing
is_default => 0
addressing => r
glpi_plugin_addressing_installed => 1
glpi_plugin_archires_profile =>
KEY => VALUE
ID => 4
name => super-admin
interface => archires
is_default => 0
archires => w
glpi_plugin_archires_installed => 1
glpiprofiles =>
KEY => VALUE
4 =>
KEY => VALUE
ID => 4
name => super-admin
interface => central
is_default => 0
computer => w
monitor => w
software => w
networking => w
printer => w
peripheral => w
cartridge => w
consumable => w
phone => w
notes => w
contact_enterprise => w
document => w
contract_infocom => w
knowbase => w
faq => w
reservation_helpdesk => 1
reservation_central => w
reports => r
ocsng => w
view_ocsng => r
sync_ocsng => w
dropdown => w
entity_dropdown => w
device => w
typedoc => w
link => w
config => w
rule_tracking => w
rule_ocs => w
rule_ldap => w
rule_softwarecategories => w
search_config => w
search_config_global => w
check_update => r
profile => w
user => w
group => w
entity => w
transfer => w
logs => r
reminder_public => w
backup => w
create_ticket => 1
delete_ticket => 1
comment_ticket => 1
comment_all_ticket => 1
update_ticket => 1
own_ticket => 1
steal_ticket => 1
assign_ticket => 1
show_all_ticket => 1
show_assign_ticket => 1
show_full_ticket => 1
observe_ticket => 1
update_followups => 1
show_planning => 1
show_all_planning => 1
statistic => 1
password_update => 1
helpdesk_hardware => 3
helpdesk_hardware_type => 8388674
show_group_ticket => 0
show_group_hardware => 0
entities =>
KEY => VALUE
7 =>
KEY => VALUE
ID => 0
name =>
completename =>
recursive => 1
glpiactiveprofile =>
KEY => VALUE
ID => 4
name => super-admin
interface => central
is_default => 0
computer => w
monitor => w
software => w
networking => w
printer => w
peripheral => w
cartridge => w
consumable => w
phone => w
notes => w
contact_enterprise => w
document => w
contract_infocom => w
knowbase => w
faq => w
reservation_helpdesk => 1
reservation_central => w
reports => r
ocsng => w
view_ocsng => r
sync_ocsng => w
dropdown => w
entity_dropdown => w
device => w
typedoc => w
link => w
config => w
rule_tracking => w
rule_ocs => w
rule_ldap => w
rule_softwarecategories => w
search_config => w
search_config_global => w
check_update => r
profile => w
user => w
group => w
entity => w
transfer => w
logs => r
reminder_public => w
backup => w
create_ticket => 1
delete_ticket => 1
comment_ticket => 1
comment_all_ticket => 1
update_ticket => 1
own_ticket => 1
steal_ticket => 1
assign_ticket => 1
show_all_ticket => 1
show_assign_ticket => 1
show_full_ticket => 1
observe_ticket => 1
update_followups => 1
show_planning => 1
show_all_planning => 1
statistic => 1
password_update => 1
helpdesk_hardware => 3
helpdesk_hardware_type => 8388674
show_group_ticket => 0
show_group_hardware => 0
entities =>
KEY => VALUE
7 =>
KEY => VALUE
ID => 0
name =>
completename =>
recursive => 1
glpi_entities_tree =>
KEY => VALUE
0 =>
KEY => VALUE
0 =>
KEY => VALUE
name => Root entity
tree =>
glpiactiveentities =>
KEY => VALUE
0 => 0
glpi_entities_ancestors =>
glpiactive_entity => 0
glpiactive_entity_name => Root entity (Show all)
glpishowallentities => 1
glpigroups =>
glpi_plugin_cacti_entity_installed => 1
glpi_multientitiesmode => 0
glpi_viewcentral => my
glpi_authconfig => 2
glpimassiveactionselected =>
MESSAGE_AFTER_REDIRECT =>

I installed php-mbstring, am i missing something else?

MoYo · 2008-01-03 02:09:40

you have trouble to do what ?

tylswans · 2008-01-03 02:17:52

I get a "connection failed" message when filling out glpi/front/mailgate.form.php?ID=4 and submit by clicking on 'Get mail tickets now'.

tsmr · 2008-01-03 09:38:52

exchange server ?

tylswans · 2008-01-03 21:05:19

I got it - it looks like when any setting is changed the password needs to be updated as well.

Thanks!

yvesdm · 2008-01-08 10:45:55

tsmr wrote:

exchange server ?

Hi, I'm trying to configure this with an exchange 5.5 server, but it doesn't really run.
Can you point me in the right direction? (or a little howto if possible)

Kind regards
Yves

tsmr · 2008-01-08 10:58:42

http://glpi-project.org/forum/viewtopic.php?id=8372

yvesdm · 2008-01-08 11:13:48

tsmr wrote:

http://glpi-project.org/forum/viewtopic.php?id=8372

Tried that already, but always get connection failed.Strange.

tsmr · 2008-01-08 11:16:39

are you sure of the exchange aliase of the account ?

yvesdm · 2008-01-08 11:29:08

tsmr wrote:

are you sure of the exchange aliase of the account ?

Yes, I double checked.
I don't understand. I tried the account configured on a regular pc. It works.
Can someone please confirm this works with exchange 5.5?
As settings I have the following in glpi MailGateways:

name: helpdeskmail
entity: root entity
server: 10.243.10.7 (our exchange server's ip address)
Resulting Connection parameter is set to: {10.243.10.7}
login: loginname
passw: passwd

I always get connection failed when i hit "Get mail tickets now"
Am i missing something here?

Many tnx
Yves

Last edited by yvesdm (2008-01-08 12:06:05)

tsmr · 2008-01-08 12:06:42

a screen of your gateway config plz

yvesdm · 2008-01-08 12:24:49

tsmr wrote:

a screen of your gateway config plz

Ok, you find a screenshot here.
http://81.82.202.177/downloads/mg1.jpg
Do you need more info?

tnx4 your time.
Yves

tsmr · 2008-01-08 12:26:52

hum..

the glpi server haves the right to connect to the mail server ?
try to search in server logs or in glpi logs (/files/logs) and user debug mode and logging into files in glpi

yvesdm · 2008-01-08 12:32:57

tsmr wrote:

hum..
the glpi server haves the right to connect to the mail server ?
try to search in server logs or in glpi logs (/files/logs) and user debug mode and logging into files in glpi

Yes, rights should be no problem normally.
Glpi server is debian 4 and is even into the NT domain through samba.
Log files show me this:

S1HBA0001INV:/var/www/glpi/files/_log# cat php-errors.log
08-01-2008 11:37
<errorentry>
<errornum>2</errornum>
<errortype>Warning</errortype>
<errormsg>imap_open() [<a href='function.imap-open'>function.imap-open</a>]: Couldn't open stream {10.243.10.7}</errormsg>
<scriptname>/var/www/glpi/lib/mail/receivemail.class.php</scriptname>
<scriptlinenum>91</scriptlinenum>
</errorentry>

S1HBA0001INV:/var/www/glpi/files/_log#

Kind regards

Forum GLPI-Project

Announcement

#1 2007-11-07 17:10:06

Mail gateway functionality

#2 2007-11-07 19:39:21

Re: Mail gateway functionality

#3 2007-11-08 10:59:36

Re: Mail gateway functionality

#4 2007-11-08 12:40:18

Re: Mail gateway functionality

#5 2007-11-08 12:57:22

Re: Mail gateway functionality

#6 2007-11-08 14:48:43

Re: Mail gateway functionality

#7 2007-11-08 19:30:21

Re: Mail gateway functionality

#8 2007-11-09 09:26:25

Re: Mail gateway functionality

#9 2007-11-09 20:09:30

Re: Mail gateway functionality

#10 2007-12-29 06:50:39

Re: Mail gateway functionality

#11 2007-12-29 14:11:00

Re: Mail gateway functionality

#12 2008-01-02 23:55:32

Re: Mail gateway functionality

#13 2008-01-03 02:09:40

Re: Mail gateway functionality

#14 2008-01-03 02:17:52

Re: Mail gateway functionality

#15 2008-01-03 09:38:52

Re: Mail gateway functionality

#16 2008-01-03 21:05:19

Re: Mail gateway functionality

#17 2008-01-08 10:45:55

Re: Mail gateway functionality

#18 2008-01-08 10:58:42

Re: Mail gateway functionality

#19 2008-01-08 11:13:48

Re: Mail gateway functionality

#20 2008-01-08 11:16:39

Re: Mail gateway functionality

#21 2008-01-08 11:29:08

Re: Mail gateway functionality

#22 2008-01-08 12:06:42

Re: Mail gateway functionality

#23 2008-01-08 12:24:49

Re: Mail gateway functionality

#24 2008-01-08 12:26:52

Re: Mail gateway functionality

#25 2008-01-08 12:32:57

Re: Mail gateway functionality

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