Forum GLPI-Project

kstoecklin

Member

Registered: 2023-03-08

Posts: 1

Not receiving followup responses via email [Help]

Hi community,
I am currently using GLPI 10.0.2. I've been using it for several months, when suddenly these last few days I noticed that I cannot see followup responses.

Whenever users send an email to exampleA@example.com , a ticket gets created in our system, and whenever an agent replies to it, the user that opened up the ticket receives a response in their mailbox. (Please note that whenever users receive responses, they get contacted by exampleB@example.com). The problem is that when users reply to that followup email, their response never arrives to the ticket, as if GLPI can't see the incoming emails.

This problem was not happening befor, and we haven't done any radical changes to the settings. This is strange because email settings are correct, I have checked it several times, and all the "@example.com" accounts are working well to send and receive emails outside GLPI, with no problems regarding the data quota either.

Inside GLPI there seem to be no logs related to email reception issues.

Any help or guidance is greatly appreciated. Thanks!

oneill2john

Member

Registered: 2022-05-07

Posts: 58

Re: Not receiving followup responses via email [Help]

You should first update your GLPI to the current version 10.0.6, because several bugs were fixed regarding sending/receiving email followups.

Average_GLPI_Enjoyer

Member

Registered: 2023-05-31

Posts: 1

Re: Not receiving followup responses via email [Help]

Kstoecklin, were you able to solve your follow-up via email issue? I am new to GLPI and am stuck on the same issue and resorted to checking the forums for help. anything that goes to example@domain.com gets created into a ticket and any updates the technicians make to the ticket on glpi are sent to the requester. But when the requester responds to the ticket via using email it does not get updated in glpi.