automatic ticket generation by email problems

freelancer · 2009-01-10 15:45:56

Hello,

since some weeks we're testing GLPI and we're very satisfied. I think it's one of the best and with safety the most comprhensive CMDB opensource tools.

But now i've some trouble with the automatic ticket generation by email.

Some information about my configuration:

- I have some different entities with own Mail-Gateways
- I have also configured an external (Linux)-cronjob (owned by www-data) on cron.php (like described in the Wiki).

The results:
- It works fine if someone is active in GLPI
- But it doesn't works if nobody is logged in

What I've done to find the error:
- Setting GLPI in debug-mode
- checked syslog for Linux-cronjob. OK (running every minute)
- checked the crontab command by executing on shell.
Result: - no error messages on shell, php-errors.log and sql-errors.log
- but also no ticket generation
- tailing cron.log with following results

2009-01-10 14:28:49
Launch mailgate
2009-01-10 14:28:49
Collect mails from {192.168.11.101/imap/ssl/novalidate-cert} for  VPOSNet.eu
2009-01-10 14:28:50
Launch dbreplicate

Has anyone an idea what there could be wrong or what i can do to find this error?

The ticket generation by incoming emails is a very important (and critical) feature for us, because most ticktes will be generated on this way.

Thank you for help!

webalex · 2009-01-10 23:55:14

I've got the same problem but I can't find a way to fix it.
Hope that someone can help us

Alex

JMD · 2009-01-11 00:54:27

Hi,

Freelancer : Pllease udpate your GLPI first. 0.71.3 correct some bugs on mailgate. But i don't really think that this is the real problem. If GLPI could collect with it's pseudo cron, your problem certainly in your configuration of your cronjob.

Webalex : http://glpi-project.org/forum/viewtopic.php?id=10279

webalex · 2009-01-11 13:57:31

My configuration :

Apache2
Php5
Glpi 0.71.3
Any browser

I've made the configuration as explained in the wiki.
The cron run well but not the mailgate

If someone is logged in the platform the mailgate run.

The debug information don't say anything that can help me.

Have you any idea of what can is the problem ?

Regards,
Alexandre

JMD · 2009-01-11 14:42:45

I've made the configuration as explained in the wiki.

Which configuration exactly ? On which distribution ? What are the result of the cron.log ?

Please more information you give, more help you could receive...

webalex · 2009-01-11 15:08:20

On unbuntu 8.10

The cron is configured as said in the wiki

The cron.log results:

11-01-2009 14:00
ocsng Nothing to do (0.00s)
11-01-2009 14:05
Launch mailgate
11-01-2009 14:05
Collect mails from {192.168.1.12/pop} for EntitÃ© Racine
11-01-2009 14:05
Ã©chec de connexion
11-01-2009 14:05
mailgate Successfull (0.00s)

JMD · 2009-01-11 15:18:07

Humm,

The cron.log is clear, your cron job is ok but you have connection problem. GLPI cant' connect to the pop account....

freelancer · 2009-01-11 20:16:40

Hello,

I've updated our installation this afternoon on version 0.71.3 (it's only a test environment, so we need no change request....) . Seems that the problem is fixed now.

Thank you!

I didn't updated before, because I didn't find something like a Change-Log where I could see a relationship between mailgate and the changes in the newest version.

BTW, where can I find changelogs on your site?

remi · 2009-01-11 20:40:00

Changelog for each version is available as a link on the annoucement (to the trac)

Ex : https://dev.indepnet.net/glpi/milestone/0.71.3

++

freelancer · 2009-01-11 20:51:44

Cool! Bookmarked!

Thank you!

JMD · 2009-01-12 00:09:27

The changelog is specified for each new version in the announce, the mail on mailling list etc....

I don't understand why you didn't find it.

freelancer · 2009-01-12 09:54:12

That's a good question! I suppose, that I didn't realized that 'changelog' in Announcements was a link....

For whatever reason....

JMD · 2009-01-12 11:57:20

Ok

valdoltra · 2009-02-19 11:21:58

What is the default time on fetching the mail? My problems is as follows. I have successfully configuret mail gateway for sending e-mail follow ups and fetching mail (btw: excellent solution dev team!..). Now cron daemon is running every minute, but when I run it, my mail is still in the mailbox. After few minutes the mail is gone and the ticket is created. I tried looking to /var/www/glpi/files_log/cron.log but the file is empty.

Any suggestions?

Cheers,
V

JMD · 2009-02-19 13:29:14

3 or 6 min i don't remenber exactly.

Your could change it in the file /inc/cron.class,php

Forum GLPI-Project

Announcement

#1 2009-01-10 15:45:56

automatic ticket generation by email problems

#2 2009-01-10 23:55:14

Re: automatic ticket generation by email problems

#3 2009-01-11 00:54:27

Re: automatic ticket generation by email problems

#4 2009-01-11 13:57:31

Re: automatic ticket generation by email problems

#5 2009-01-11 14:42:45

Re: automatic ticket generation by email problems

#6 2009-01-11 15:08:20

Re: automatic ticket generation by email problems

#7 2009-01-11 15:18:07

Re: automatic ticket generation by email problems

#8 2009-01-11 20:16:40

Re: automatic ticket generation by email problems

#9 2009-01-11 20:40:00

Re: automatic ticket generation by email problems

#10 2009-01-11 20:51:44

Re: automatic ticket generation by email problems

#11 2009-01-12 00:09:27

Re: automatic ticket generation by email problems

#12 2009-01-12 09:54:12

Re: automatic ticket generation by email problems

#13 2009-01-12 11:57:20

Re: automatic ticket generation by email problems

#14 2009-02-19 11:21:58

Re: automatic ticket generation by email problems

#15 2009-02-19 13:29:14

Re: automatic ticket generation by email problems

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