mailanalyzer
mailanalyzer copied to clipboard
Published
8 months ago
•
tomolimo
tomolimo
Add followup to the parent ticket when the ticket son was merged as a followup and create a new ticket when a ticket was deleted/purged
Describe the bug
This is about to an improvement and to a bug:
-
When a ticket (son ticket) is merged as a followup to another ticket (parent ticket), this ticket (son ticket) is deleted (not purged yet). So when someone replies to the email that is associated to that deleted ticket, mailanalyzer add the email followup to the deleted ticket, instead to the parent ticket.
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When a deleted ticket is purged, and someone else reply a email associated to that purged ticket, emailanalyzer doesn't create a new ticket, because in database its guid is associated to that deleted ticket. But that followup doesn't appear in any place.
To reproduce
Steps to reproduce the behavior:
Scenario num. 1)
- Send differents 2 emails to email receiver/collector:
- Merge the second ticket (197 in the image) as a followup for the first one (196 in the image):
The second ticket (ID 197) is deleted:
- Reply to the second email, and execute receiver.
- The followup is added to the deleted ticket, instead to the parent ticket:
Scenario num. 2)
-
Purge the deleted Ticket (197 in the image). The ticket ID is deleted from database tables: glpi_tickets and glpi_tickets_tickets, but not from
glpi_plugin_mailanalyzer_message_id -
Send a email reply for the second email previously sent (the email associated for the ticket ID purged), and execute receiver.
-
The followup is nowhere, the messageid is created in the table and associated to the purged ticket id, instead of create a new one:
Expected behavior
For Scenario num. 1)
That the reply for the second email, that is associated for the merged and deleted ticket, is added as a followup for the parent ticket, instead of the deleted ticket.
For Scenario num. 2)
That the reply for the second email, that is associated to the purged ticket, it should create a new ticket. That a purged ticket ID should be purged in the table glpi_plugin_mailanalyzer_message_id.ticket_id as well.
Logs
Nothing in php-errors nor sql-errors
Your GLPI setup (you can find it in Setup > General menu, System tab)
[code] GLPI 9.5.6 (/glpi => C:\inetpub\wwwroot\glpi) Installation mode: TARBALL
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Operating system: Windows NT PC 10.0 build 19043 (Windows 10) AMD64 PHP 7.4.27 cgi-fcgi (Core, PDO, Phar, Reflection, SPL, SimpleXML, bcmath, bz2, calendar, cgi-fcgi, ctype, curl, date, dom, exif, fileinfo, filter, gd, gettext, hash, iconv, imap, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd, openssl, pcre, pdo_mysql, pdo_sqlite, readline, session, soap, sodium, standard, tidy, tokenizer, xdebug, xml, xmlreader, xmlrpc, xmlwriter, zend-test, zip, zlib) Setup: max_execution_time="300" memory_limit="128M" post_max_size="8M" safe_mode="" session.save_handler="files" upload_max_filesize="2M" Software: Microsoft-IIS/10.0 Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/97.0.4692.71 Safari/537.36 Edg/97.0.1072.55 Server Software: mariadb.org binary distribution Server Version: 10.3.32-MariaDB Server SQL Mode: Parameters: [email protected]/glpi_new Host info: 127.0.0.1 via TCP/IP PHP version is at least 7.2.0 - Perfect! Sessions support is available - Perfect! Allocated memory > 64 Mio - Perfect! mysqli extension is installed ctype extension is installed fileinfo extension is installed json extension is installed mbstring extension is installed iconv extension is installed zlib extension is installed curl extension is installed gd extension is installed simplexml extension is installed intl extension is installed ldap extension is installed apcu extension is not present Zend OPcache extension is not present xmlrpc extension is installed exif extension is installed zip extension is installed bz2 extension is installed sodium extension is installed Database version seems correct (10.3.32) - Perfect! Timezones seems not loaded, see https://glpi-install.readthedocs.io/en/latest/timezones.html. The log file has been created successfully. Write access to C:\inetpub\wwwroot\glpi/files/_cache has been validated. Write access to C:\inetpub\wwwroot\glpi/config has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_cron has been validated. Write access to C:\inetpub\wwwroot\glpi/files has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_dumps has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_graphs has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_lock has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_pictures has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_plugins has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_rss has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_sessions has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_tmp has been validated. Write access to C:\inetpub\wwwroot\glpi/files/_uploads has been validated. Write access to C:\inetpub\wwwroot\glpi/marketplace has been validated. Web access to the files directory should not be allowed but this cannot be checked automatically on this instance. Make sure access to error log file (/glpi/files/_log/php-errors.log) is forbidden; otherwise review .htaccess file and web server configuration.
GLPI_ROOT: C:\inetpub\wwwroot\glpi GLPI_CONFIG_DIR: C:\inetpub\wwwroot\glpi/config GLPI_VAR_DIR: C:\inetpub\wwwroot\glpi/files GLPI_MARKETPLACE_DIR: C:\inetpub\wwwroot\glpi/marketplace GLPI_USE_CSRF_CHECK: 1 GLPI_CSRF_EXPIRES: 7200 GLPI_CSRF_MAX_TOKENS: 100 GLPI_USE_IDOR_CHECK: 1 GLPI_IDOR_EXPIRES: 7200 GLPI_ALLOW_IFRAME_IN_RICH_TEXT: GLPI_TELEMETRY_URI: https://telemetry.glpi-project.org GLPI_INSTALL_MODE: TARBALL GLPI_NETWORK_MAIL: [email protected] GLPI_NETWORK_SERVICES: https://services.glpi-network.com GLPI_MARKETPLACE_PRERELEASES: GLPI_MARKETPLACE_ALLOW_OVERRIDE: 1 GLPI_MARKETPLACE_MANUAL_DOWNLOADS: 1 GLPI_USER_AGENT_EXTRA_COMMENTS: GLPI_AJAX_DASHBOARD: 1 GLPI_CALDAV_IMPORT_STATE: 0 GLPI_DEMO_MODE: 0 GLPI_FORCE_EMPTY_SQL_MODE: 1 GLPI_DOC_DIR: C:\inetpub\wwwroot\glpi/files GLPI_CACHE_DIR: C:\inetpub\wwwroot\glpi/files/_cache GLPI_CRON_DIR: C:\inetpub\wwwroot\glpi/files/_cron GLPI_DUMP_DIR: C:\inetpub\wwwroot\glpi/files/_dumps GLPI_GRAPH_DIR: C:\inetpub\wwwroot\glpi/files/_graphs GLPI_LOCAL_I18N_DIR: C:\inetpub\wwwroot\glpi/files/_locales GLPI_LOCK_DIR: C:\inetpub\wwwroot\glpi/files/_lock GLPI_LOG_DIR: C:\inetpub\wwwroot\glpi/files/_log GLPI_PICTURE_DIR: C:\inetpub\wwwroot\glpi/files/_pictures GLPI_PLUGIN_DOC_DIR: C:\inetpub\wwwroot\glpi/files/_plugins GLPI_RSS_DIR: C:\inetpub\wwwroot\glpi/files/_rss GLPI_SESSION_DIR: C:\inetpub\wwwroot\glpi/files/_sessions GLPI_TMP_DIR: C:\inetpub\wwwroot\glpi/files/_tmp GLPI_UPLOAD_DIR: C:\inetpub\wwwroot\glpi/files/_uploads GLPI_NETWORK_REGISTRATION_API_URL: https://services.glpi-network.com/api/registration/ GLPI_MARKETPLACE_PLUGINS_API_URI: https://services.glpi-network.com/api/glpi-plugins/ GLPI_I18N_DIR: C:\inetpub\wwwroot\glpi/locales GLPI_VERSION: 9.5.6 GLPI_SCHEMA_VERSION: 9.5.6 GLPI_MIN_PHP: 7.2.0 GLPI_YEAR: 2021 GLPI_MOD_DIR: C:\inetpub\wwwroot\glpi/plugins/mod
htmlawed/htmlawed version 1.2.5 in (C:\inetpub\wwwroot\glpi\vendor\htmlawed\htmlawed) phpmailer/phpmailer version 6.1.6 in (C:\inetpub\wwwroot\glpi\vendor\phpmailer\phpmailer\src) simplepie/simplepie version 1.5.6 in (C:\inetpub\wwwroot\glpi\vendor\simplepie\simplepie\library) tecnickcom/tcpdf version 6.3.5 in (C:\inetpub\wwwroot\glpi\vendor\tecnickcom\tcpdf) michelf/php-markdown in (C:\inetpub\wwwroot\glpi\vendor\michelf\php-markdown\Michelf) true/punycode in (C:\inetpub\wwwroot\glpi\vendor\true\punycode\src) iamcal/lib_autolink in (C:\inetpub\wwwroot\glpi\vendor\iamcal\lib_autolink) sabre/dav in (C:\inetpub\wwwroot\glpi\vendor\sabre\dav\lib\DAV) sabre/http in (C:\inetpub\wwwroot\glpi\vendor\sabre\http\lib) sabre/uri in (C:\inetpub\wwwroot\glpi\vendor\sabre\uri\lib) sabre/vobject in (C:\inetpub\wwwroot\glpi\vendor\sabre\vobject\lib) laminas/laminas-cache in (C:\inetpub\wwwroot\glpi\vendor\laminas\laminas-cache\src) laminas/laminas-i18n in (C:\inetpub\wwwroot\glpi\vendor\laminas\laminas-i18n\src) laminas/laminas-serializer in (C:\inetpub\wwwroot\glpi\vendor\laminas\laminas-serializer\src) monolog/monolog in (C:\inetpub\wwwroot\glpi\vendor\monolog\monolog\src\Monolog) sebastian/diff in (C:\inetpub\wwwroot\glpi\vendor\sebastian\diff\src) elvanto/litemoji in (C:\inetpub\wwwroot\glpi\vendor\elvanto\litemoji\src) symfony/console in (C:\inetpub\wwwroot\glpi\vendor\symfony\console) scssphp/scssphp in (C:\inetpub\wwwroot\glpi\vendor\scssphp\scssphp\src) laminas/laminas-mail in (C:\inetpub\wwwroot\glpi\vendor\laminas\laminas-mail\src\Protocol) laminas/laminas-mime in (C:\inetpub\wwwroot\glpi\vendor\laminas\laminas-mime\src) rlanvin/php-rrule in (C:\inetpub\wwwroot\glpi\vendor\rlanvin\php-rrule\src) blueimp/jquery-file-upload in (C:\inetpub\wwwroot\glpi\vendor\blueimp\jquery-file-upload\server\php) ramsey/uuid in (C:\inetpub\wwwroot\glpi\vendor\ramsey\uuid\src) psr/log in (C:\inetpub\wwwroot\glpi\vendor\psr\log\Psr\Log) psr/simple-cache in (C:\inetpub\wwwroot\glpi\vendor\psr\simple-cache\src) mexitek/phpcolors in (C:\inetpub\wwwroot\glpi\vendor\mexitek\phpcolors\src\Mexitek\PHPColors) guzzlehttp/guzzle in (C:\inetpub\wwwroot\glpi\vendor\guzzlehttp\guzzle\src) guzzlehttp/psr7 in (C:\inetpub\wwwroot\glpi\vendor\guzzlehttp\psr7\src) wapmorgan/unified-archive in (C:\inetpub\wwwroot\glpi\vendor\wapmorgan\unified-archive\src) paragonie/sodium_compat in (C:\inetpub\wwwroot\glpi\vendor\paragonie\sodium_compat\src)
Not active
Way of sending emails: SMTP+SSL ([email protected]@smtp.gmail.com)
Name: '[email protected]' Active: Yes Server: '{imap.gmail.com:993/imap/ssl}INBOX' Login: '[email protected]' Password: Yes Name: '[email protected]' Active: Yes Server: '{imap.gmail.com:993/imap/ssl}INBOX' Login: '[email protected]' Password: Yes
accounts Name: Accounts Version: 2.6.0 State: Installed / not activated activity Name: Activities Version: 3.0.0 State: Installed / not activated actualtime Name: ActualTime Version: 1.5.1 State: Enabled fields Name: Additionnal fields Version: 1.12.8 State: Installed / not activated advancedplanning Name: advancedplanning Version: 0.2.0 State: Installed / not activated news Name: Alerts Version: 1.9.0 State: Enabled cleanarchivedemails Name: Archived eMail clean Version: 2.0.0 State: Enabled impacts Name: Asset impacts Version: 2.0.5 State: Not installed barcode Name: Barcode Version: 2.6.1 State: Not installed behaviors Name: Behaviours Version: 2.5.0 State: Enabled positions Name: Cartography Version: 5.0.0 State: Not installed cmdb Name: CMDB Version: 2.2.1 State: Not installed consumables Name: Consumable request Version: 1.6.0 State: Not installed dashboard Name: Dashboard Version: 1.0.2 State: Not installed datainjection Name: Data injection Version: 2.9.0 State: Not installed databases Name: Databases Version: 2.3.2 State: Not installed archimap Name: Diagrams Version: 3.1.0 State: Not installed environment Name: Environment Version: 2.4.2 State: Not installed escalade Name: Escalation Version: 2.7.1 State: Enabled father Name: Father&Sons Version: 1.2.0 State: Installed / not activated formcreator Name: Form Creator Version: 2.12.3 State: Not installed fusioninventory Name: FusionInventory Version: 9.5+3.0 State: Not installed mod Name: GLPI Modifications Version: 2.0.2 State: Enabled resources Name: Human Resources Version: 2.7.0 State: Not installed geninventorynumber Name: Inventory number generation Version: 2.5.0 State: Not installed addressing Name: IP Adressing Version: 2.9.0 State: Not installed uninstall Name: Item's Lifecycle (uninstall) Version: 2.7.1 State: Not installed mailanalyzer Name: Mail Analyzer Version: 2.0.2 State: Enabled mreporting Name: Más informes Version: 1.7.3 State: Not installed satisfaction Name: More satisfaction Version: 1.5.2 State: Enabled moreticket Name: More ticket Version: 1.6.1 State: Enabled mydashboard Name: My Dashboard Version: 1.8.2 State: Not installed genericobject Name: Objects management Version: 2.11.0 State: Not installed ocsinventoryng Name: OCS Inventory NG Version: 1.7.3 State: Not installed officeonline Name: Office Online Version: 2.0.2 State: Enabled order Name: Orders management Version: 2.7.3 State: Not installed pdf Name: Print to pdf Version: 2.0.0 State: Not installed protocolsmanager Name: Protocols manager Version: 1.4.2 State: Not installed reports Name: Reportes Version: 1.14.1 State: Not installed screenshot Name: Screenshot Version: 1.1.6 State: Not installed taskdrop Name: TaskDrop Version: 1.2.0 State: Not installed tasklists Name: Tasks list Version: 1.6.2 State: Not installed ticketcleaner Name: Ticket Cleaner Version: 3.0.0 State: Enabled timelineticket Name: Timeline of tickets Version: 9.5+1.1 State: Installed / not activated useditemsexport Name: Used items export Version: 2.4.0 State: Not installed webapplications Name: Web applications Version: 3.0.0 State: Not installed yagp Name: yagp Version: 1.2.0 State: Enabled
[/code]
Additional context
Also, I guess for scenario num. 1), a reply or followup to a email for a deleted ticket, should generate a new ticket, instead of adding it the followup to the deleted one.
