E-mail notification

[Marat Isyanov]

Hello,

I need to create notification on e-mail like:

When user creates request, he receive an e-mail. Is it possible to create this notification with e-mail directly related to ticket? So, if user just answer on e-mail, that ticket log to be updated?

[dlp]

Take a look at this extension :
https://wiki.openitop.org/doku.php?id=extensions:ticket-from-email_2_6_5

So you can create ticket or updating them with emails.

With a correct ticket number in the subjet of the mail (like R-XXXX), an existing ticket can be updated.

[Marat Isyanov]

well,

I've configured this extension. I can see inbox with test e-mails. But now I have other problem. What code or hyperlink I have to use in "Subject" bar in Notification-> Action->action when ticket created (tested trigger and action all is fine), so that every time new ticket will be created, In e-mail sent by trigger there will be current ticket number like R-XXXX. If I put $this->hyperlink()$ -- I receive: "http://localhost/combodo/pages/UI.php?operation=details&class=UserRequest&id=26" title="User Request::26">R-000026</html

and sure, If I make reply on this e-mail my ticket will not update log.

[dlp]

Use "[$this->ref$]" in the subject it will return the ticket number in the format [R-XXXXXXXX]

[Marat Isyanov]

Thanks,

But something I'm doing wrong as it is not updating existing ticket. Can you please see the pictures with config, and find what's wrong?

[dlp]

In the mailbox content on the interface, can you see the mails?

[Marat Isyanov]

Yes, this is our exchange sever, and I can see e-mails in 'Mailbox content'.

[dlp]

Is your Cron is enabled?

[Marat Isyanov]

I guess it should be, I've used this command
schtasks.exe /create /sc minute /mo 1 /tn "iTop CRON" /tr "\"/var/www/itop/webservices/cron.cmd\""

How can i check that?

[dlp]

can you send the content of cron.cmd?

[Marat Isyanov]

Sure. Thanks for helping me.

[Marat Isyanov]

I've also noticed the path is wrong. Let me make some corrections.

[Marat Isyanov]

Trying to change path in cmd file, i cannot find file php-cli.ini is it related to iTop Combodo? guess this is php.ini file.
I am using xampp

Now cannot find cron.params file

[dlp]

no it is not related to combodo. Maybe you can juste try to execute manually the cron php with necessary params (login, password ...)
On linux, I have have configured a cron like this:

*/1 * * * * root /usr/bin/php /var/www/itop/webservices/cron.php --param_file=/root/cron.params >>/var/log/itop-cron.log 2>&1

the param file look like that :

# Authentication
auth_user = [LOGIN]
auth_pwd = [PASSWORD]

# My web service
size_min = 20 # Megabytes
time_limit = 40 # Minutes

[Marat Isyanov]

Good! But which user name and pass I have to enter? iTop admin, windows authentication or what?

[dlp]

I use the itop admin.

[Marat Isyanov]

Good one. Deepest thanks. Worked fine.

[Marat Isyanov]

What if I change parameters from Update existing ticket to Create or Update tickets?

Will it create a new ticket if I post e-mail to address I've put in Incoming mailbox Properties?

[dlp]

Yes! And will update it if a ticket number is matching :)

[Marat Isyanov]

God bless you for help. But if I make changes like on picture in attachments, IT IS updating tickets with r-xxx in subject, but if i put any other subject NON new tickets creating :(

In mailbox content i see very big error code, which I'll also put here.

any advice?

[dlp]

The title patern is used to update a ticket, not for new tickets.
For new ticket the ticket title will be simply the mail subject.

The problem with the mail box is that the sender of the mail is not recognize in iTOP.
If you want to create a new Contact if the address is not recognize, you have to specify default values: (the organization is necessary)

org_id:[ID] 

[Marat Isyanov]

I have user with e-mail example@sip.az, but I am one of iTop admins. Strange, but if I create a new user and make him portal user, appoint same e-mail example@sip.az - new ticket has been created.

Thanks again, that will satisfy me. May be any comments? will be much appreciated

[dlp]

That is currious, be sure that your admin is in an origanization if you want him to create tickets for himself.
I am also admin of my iTOP, and I can create tickets by email.