[SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

rcastillo · 2022-06-17 01:26:47

Hello There,

A customer opened a ticket, but did not get the first/initiative email "New Ticket....xxx" in return.

Also customer [Self-Service] is not automatically added to *requester* field which it needs to be.
<requester> is always empty field which should not be the case.

Thank you

Last edited by rcastillo (2022-08-12 23:17:02)

cconard96 · 2022-06-17 18:27:08

The bug regarding the missing requester was fixed in GLPI 10.0.1.

rcastillo · 2022-06-17 20:10:22

.. so how do I upgrade this to 10.0.1 correctly?

Is there anything that will affect me with the upgrade since I have installed v10.0.0 freshly --> now going into v10.0.1.

I just hope it doesn't break.

cconard96 · 2022-06-17 20:19:35

I would suggest waiting for 10.0.2 which should hopefully be released within the next week or two.
There is a bug introduced with 10.0.1 where some GLPI setups may cause the adding of users to tickets to not work at all.

The update process is fairly straight-forward. In general, you download the new release archive, copy some of the files from the existing GLPI like files and config folders to the new GLPI. Then, when you go to your GLPI in the browser, it will ask you to start the update of the database.
https://glpi-install.readthedocs.io/en/ … pdate.html

Until then, you may choose to manually apply the fix for the missing requester issue.
The fix can be found here:
https://github.com/glpi-project/glpi/pull/11328

If you know how to use the "patch" tool in Linux you can add ".patch" to the end of the URL to get the patch file.
Otherwise, the Files Changed tab shows what was changed. Only 2 lines were added/changed for this fix, so it is very easy to apply manually.

rcastillo · 2022-06-20 21:29:35

>> Waiting for 10.0.2

rmehlmann · 2022-07-08 10:21:36

Hello,
I updated to 10.0.2. Unfortunately, this BUG is now present. If a user creates a new ticket, then this is not entered as a requestor. How can I fix this?
Thanks in advance for the reply.
Greetings Robert

cconard96 wrote:

I would suggest waiting for 10.0.2 which should hopefully be released within the next week or two.
There is a bug introduced with 10.0.1 where some GLPI setups may cause the adding of users to tickets to not work at all.

rcastillo · 2022-07-19 23:54:50

@cconard96 ~ So as another customer reports that 10.0.2 did not have that bug-fix yet.

When do we expect this will be fixed?

cconard96 · 2022-07-20 15:11:33

If you experience an issue with the requester not being filled on GLPI 10.0.2, and the user has the preference to be added as the requester set to Yes, please open a bug report on the GitHub page. The issue was already fixed for 10.0.2 so if it is still occurring, it could be a different cause.
https://github.com/glpi-project/glpi/is … report.yml

rcastillo · 2022-07-21 00:32:29

@cconard96 ~ is there a "video" for how-to perform the upgrade?

I prefer to step by step instructions on this - again I don't want to break this critical application for us.

rcastillo · 2022-07-27 18:31:23

Hello There - how do I perform the update from 10.0.0 to 10.0.2 ?

There should be easy to follow instructions about this. I can't find clear instructions or video [english] how to do this.

Last edited by rcastillo (2022-07-27 20:23:55)

rcastillo · 2022-07-29 00:10:54

[above] ?

Last edited by rcastillo (2022-07-29 00:11:43)

Kaya84 · 2022-07-29 10:33:40

There is no video.
Simply unpack the zip OVER the actual installation. (DO A BACKUP BEFORE!!)
When u login, it will start the update procedure automatically

rcastillo · 2022-08-12 21:44:03

What do you mean just unpack the zip over the installation? Any instructions from the Web is much appreciated and needed.

Thank you

rcastillo · 2022-08-12 23:15:11

This is now complete - I have made a backup of 'glpi' folder to my .bak folder

1. my installed location
- cmd: cd /var/www/html/

[root@glpi-mvhelp ~]# cd /var/www/html
[root@glpi-mvhelp html]#
[root@glpi-mvhelp html]# ll
total 145784
drwxr-xr-x 22 apache apache 4096 Jun 28 05:05 glpi
drwxr-xr-x 3 root root 27 Aug 12 13:15 glpi_10.0.0_bak
-rw-r--r-- 1 root root 88789620 Apr 20 02:59 glpi-10.0.0.tgz
drwxr-xr-x 2 root root 6 Aug 12 13:10 glpi_10.0.2_bak
-rw-r--r-- 1 root root 60482619 Jul 27 09:50 glpi-10.0.2.tgz

2. cmd = tar -xvf glpi-10.0.2.tgz
- it extracted and ran perfectly, but had to change the owner of the folder 'glpi' and files since it was placed on another user [weird].

3. cmd = chown -R apache:apache glpi
4. cmd = chmod -R 755 glpi
5. Go back to GLPI [GUI]
6. You will see a screen showing the steps/layers of the update - PASS or FAIL areas to look into, if needed.
7. Click [Upgrade] at below if all PASSES
8. Takes you into a GLPI Setup Update summary/blue screen and its done.

- complete

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#1 2022-06-17 01:26:47

[SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#2 2022-06-17 18:27:08

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#3 2022-06-17 20:10:22

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#4 2022-06-17 20:19:35

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#5 2022-06-20 21:29:35

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#6 2022-07-08 10:21:36

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#7 2022-07-19 23:54:50

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#8 2022-07-20 15:11:33

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#9 2022-07-21 00:32:29

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#10 2022-07-27 18:31:23

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#11 2022-07-29 00:10:54

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#12 2022-07-29 10:33:40

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#13 2022-08-12 21:44:03

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

#14 2022-08-12 23:15:11

Re: [SOLVED] GLPI 10.0.0 - Customer didn't receive "New Ticket.." email

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