Forum GLPI-Project

aav

Member

Registered: 2021-07-13

Posts: 4

Unable to affect the email to an entity

Hi there,

GLPI 10, last update

I have an email receivers that get email from it@domain.com. There are some rules to assing new email to some object. It works good.
An outside user send an email and glpi put it according conditions.

If techsupport give a comment to ticket, the outside user receives it update by email. It works too.

But if ouside user reply on ticket, this updates doesn't link to ticket.
In  my receivers i see an error "Unable to affect the email to an entity", take a look
so no ticket updates, no error messages to support or outside user.

maybe there is some settings that i didn't do?

Last edited by aav (2022-06-17 14:02:58)

aav

Member

Registered: 2021-07-13

Posts: 4

Re: Unable to affect the email to an entity

aav

Member

Registered: 2021-07-13

Posts: 4

Re: Unable to affect the email to an entity

Up?
Hey, support. Have you any suggestions or idea?

Damian88

Member

Registered: 2023-02-23

Posts: 2

Re: Unable to affect the email to an entity

Hello,

I have the same problem.
Everything was fine, but two from some 2 days this function stop working.
The notification follow up work only from GLPI-to- Requester (email), if user reply on email this notification do not attach to entity.

Error "Unable to affect the email to an entity"

Last thing I configured was Buissnes Ticket Rules SLA to TTO, if ticket is new, and do not have technican, asign 4h to reply. + Calendar from mon-fri 08:00:17:00
How to check what is wrong? Or what operation are compare with this error?

Thanks for all reply Im in test stage with GLPI I want to use this solution in future in company where I work.

Damian88

Member

Registered: 2023-02-23

Posts: 2

Re: Unable to affect the email to an entity

OK I have some update in my case. I have LDAP (some 150 users now)+ GLPI and 1 entity. Now if user from my AD create ticket, the problem do not exist. 

But if user I don't have in AD create ticket he take only notification the ticekt is create and after this any information he sending trought email are finishet with error entity.

Someone know how to check this?