Creating incident from email ITOP

[Nohz]

Hi,

1. I have created domain and mail adress
   

2.Updated the configuration file
'itop-simple-email-synchro' => array (
'protocol' => 'IMAP',
'mail_server' => 'localhost.localdomain',
'port' => 143,
'login' => 'test@localhost.localdomain',
'pwd' => '*',
'mailbox' => 'monet@demo.com',
'pop3_auth_option' => 'USER',
'imap_options' => array (
0 => 'imap',
),

1. Created Standard Mail Inbox: test@localhost.localdomain
   

2. Sent notifications from itop contact to test@localhost.localdomain
   

3. Verify Mailbox Content
   

Only received mails by the test@localhost.localdomain are displayed
when i send other from the test@localhost.localdomain to itop contact, they don't appear.

-So i can not create any incident or request from an email.

-Also related ticket is empty for those ones, why ?

-How i can fix this problem, and create my tickets from email adress.

Thank you in advance for your help.

[hajar ouafidi]

i have the even problem , any help pleaseeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee

[Nohz]

[hajar ouafidi]

can you poste your configuration SMTP ? if i will send test , tell the configuration step by step thnx

[hajar ouafidi]

heeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeelp , i have the even problem please any helppppppppppppppppppppppppppp

[Denis]

Since you are using IMAP to connect to the mailbox, be aware that IMAP has a notion of "Mailboxes" (which is equivalent to folders). You may have to specify in which "folder" iTop has to search for the incoming emails (see https://www.itophub.io/wiki/page?id=extensions%3Aticket-from-email#mailbox_configuration). Try "INBOX" as the "Mailbox" to scan and see if tab "Mailbox content" in iTop displays what you expect to see in the mailbox.

[hajar ouafidi]

Well, I fixed the problem,
I want to know how I can create the tickets from the mail.
here is the configuration of the conf file and the configuration of the mailbox
configuration file :
'combodo-email-synchro' => array (
'notify_errors_to' => '',
'notify_errors_from' => '',
'debug' => true,
'periodicity' => 30,
'body_parts_order' => 'text/html,text/plain',
'pop3_auth_option' => 'USER',
'imap_options' => array (
0 => 'imap',
),
'maximum_email_size' => '10M',
'big_files_dir' => '',
'exclude_attachment_types' => array (
0 => 'application/exe',
'default_values' =>
array (
'service_id' => 'Computers and peripherals',
'servicesubcategory_id' => 'Troubleshooting',
'team_id' => 'helpdesk',
),
),
'introductory-patterns' => array (
0 => '/^le .+ a écrit :$/i',
1 => '/^on .+ wrote:$/i',
2 => '|^[0-9]{4}/[0-9]{1,2}/[0-9]{1,2} .+:$|',
),
'multiline-delimiter-patterns' => array (
0 => '/\RFrom: .+\RSent: .+\R/m',
1 => '/\R_+\R/m',
2 => '/\RDe : .+\R\R?Envoyé : /m',
3 => '/\RDe : .+\RDate d\'envoi : .+\R/m',
4 => '/\R-----Message d\'origine-----\R/m',
),
'use_message_id_as_uid' => false,
'images_minimum_size' => '100x20',
'images_maximum_size' => '',
),
'itop-standard-email-synchro' => array (
'protocol' => 'IMAP',
'mail_server' => '127.0.0.1',
'port' => 143,
'login' => 'hajar@atakamatech.local',
'pwd' => '1234',
'mailbox' => '',
'pop3_auth_option' => 'USER',
'imap_options' => array (
0 => 'imap',
),
'inline_image_max_width' => '500',
'ticket_log' => array (
'UserRequest' => 'public_log',
'Incident' => 'public_log',
),
),
'templates-base' => array (
'view_extra_data' => 'relations',
),
);

[Denis]

In the configuration of the MailInbox object (screenshot COnfiguration.PNG): since the target class is UserRequest, the "default values" should be written:

request_type: service_request
org_id: Demo
urgency: 1

[Nicholas Thompson]

Where can I find the full documentation for this? I've looked and can't find the specific syntax for this information.

[Pierre Goiffon]

Hello, the extension page has some documentation :
https://www.itophub.io/wiki/page?id=extensions%3Aticket-from-email#specifying_default_values

[hajar ouafidi]

I corrected what you just told me.
how can i fix 'related ticket' tickets ?
How should I write the mail?

[hajar ouafidi]

Hello ,
I configured the mailbox
I changed after the value of mail synchronization to true
I changed the value of the cron to 30
when I changed these values, the tickets are created by mail
but after a few minutes, tickets are no longer created?
any helP ?

[Miguel Briceño]

Hello, I´m having the same problem, the mails are there, but there is no creation of tickets. You said here that you solve this by changing "mail synchronization to true", but I can´t find where to do it, is it in the configuration file, cron.php or the email inbox configuration.

I've appreciate your help.

[Rorcha07]

Hi Hajar,

cron.php will run during 'cron_max_execution_time' (by default 600s). You can see this in the iTop's configuration file. You need to launch cron.php every 600s. You should use the Windows Task Scheduler. Look the /webservices/cron.cmd file.

[hajar ouafidi]

thanks for the answer, yes I changed the value to 30 seconds,
when I run cron.cmd closes after 2 seconds
for the schetasks.exe I activated it
help me please

[hajar ouafidi]

thnx youuu , problem fixeeeed . thnx you for your support , how i can create a incident from mail ?? what i can write in ticket defaults values?
request_type: incident ????
any help please

[Pierre Goiffon]

Please see my answer to Nicholas above (https://sourceforge.net/p/itop/discussion/922360/thread/94f56156/#50ae/6ccb/97bb)

[Edward]

Hello,
I have a mail problem. I am in Create or Update Ticket mode but it does not work in update mode. I have 2 mail with the same Object but it creates 2 different tickets?
I using itop 2.6.3
Pls help me!
@pgoiffon
@Denis

[Guillaume Lajarige]

Hello Edward,

If you look at the last screenshot, check the "title pattern". This is the pattern that must be present in the email "subject" for the system to recognize it and update the corresponding ticket. As you can see in your first screenshots, the emails do not have that reference.

Guillaume

[Edward]

Hi @glajarige.
Can you give me an example of that place? Because I am not familiar with the English language so I do not fully understand what you mean.

[Guillaume Lajarige]

Email subject :
- "Test import email" => NOT OK
- "R-000001 Test import email" => OK

Is that better ? :)
Guillaume

[Edward]

Thanks @glajarige,
But it dont work.

[Edward]

Hi @glajarige,

I tried deleting the "Title Parten" and adding it again, but when I tried to send the mail, it still didn't get updated?
Error extension reasonable?

[Guillaume Lajarige]

It will not work if your emails don't have the ticket reference in the subject. Check the configuration here.

[Peanutstick]

Hello, I need help.
I have the E-mails but I need to create tickets with them.
I don't understand why it's didn't work.
Thanks.