running iTop in Version 3.1.1-1-12561 with Mail to ticket automation Version: 3.5.2.
Everything is working fine so far. But if I open a ticket, create public log (mail will be send), I cannot update this log via Mail anymore. Errorcode below.
I tried many things now, but I don't know anymore.
Subject which is sended from iTop: $this->title$ [$this->ref$]
If I want to update a ticket, following will be logged:
Dispatching new message: uidl=tickets@DOMAIN.de_235 index=0
Processing new message: tickets@DOMAIN.de_235
Combodo Email Synchro: MailInboxesEmailProcessor: Failed to create a ticket for the incoming email 0 (235)
No corresponding iTop ticket to update (mode=update only)
Marking the message (and replica): uidl=tickets@DOMAIN.de_235 index=0 as in error.
Maybe someone can help. Thank you in Advance!
BP
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Updated the version to 3.7.2, but still no success. We used iTop Version iTop 3.0.1-9191 before. Maybe its php update.. Currently running on Version 8.1.2-1ubuntu. I think it was version 7 before, but iTop forced me to update to 8. But I cannot roll back, because ubuntu version was updated too.
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If you're still on iTop 3.0.1 - I highly recommend upgrading to the latest version.
As for the error - can you share your mailbox configuration in iTop? Seems to be set to "update only"; but I'd also like to see the "title pattern"? Does that still match the "ref" of your Ticket?
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Hello together,
iTop running on V3.1.1-1-12561 with PHP8.1.
The "update only" settings was for debug purpose only, because system was faster creating a new ticket than showing me the error..
See attachments for settings.
Our incident name looks little bit different from default:
Name is (for example): R-1718195911526 and ID 474(picture 3) <- was working fine so far. Could this be a problem?
Hello together,
running iTop in Version 3.1.1-1-12561 with Mail to ticket automation Version: 3.5.2.
Everything is working fine so far. But if I open a ticket, create public log (mail will be send), I cannot update this log via Mail anymore. Errorcode below.
I tried many things now, but I don't know anymore.
Subject which is sended from iTop: $this->title$ [$this->ref$]
If I want to update a ticket, following will be logged:
Dispatching new message: uidl=tickets@DOMAIN.de_235 index=0
Processing new message: tickets@DOMAIN.de_235
Combodo Email Synchro: MailInboxesEmailProcessor: Failed to create a ticket for the incoming email 0 (235)
No corresponding iTop ticket to update (mode=update only)
Marking the message (and replica): uidl=tickets@DOMAIN.de_235 index=0 as in error.
Maybe someone can help. Thank you in Advance!
BP
Hi,
You should upgrade this extension to version 3.7.2, that might help.
It was it working before. But before what, an upgrade of iTop (which version was it), an upgrade of PHP, a change in the mailbox configuration ?
Last edit: Vincent @ Combodo 2024-06-13
Thank you for the fast reply.
Updated the version to 3.7.2, but still no success. We used iTop Version iTop 3.0.1-9191 before. Maybe its php update.. Currently running on Version 8.1.2-1ubuntu. I think it was version 7 before, but iTop forced me to update to 8. But I cannot roll back, because ubuntu version was updated too.
If you're still on iTop 3.0.1 - I highly recommend upgrading to the latest version.
As for the error - can you share your mailbox configuration in iTop? Seems to be set to "update only"; but I'd also like to see the "title pattern"? Does that still match the "ref" of your Ticket?
Hello together,
iTop running on V3.1.1-1-12561 with PHP8.1.
The "update only" settings was for debug purpose only, because system was faster creating a new ticket than showing me the error..
See attachments for settings.
Our incident name looks little bit different from default:
Name is (for example): R-1718195911526 and ID 474(picture 3) <- was working fine so far. Could this be a problem?
Last edit: BPWRL 2024-06-17
You don't seem to have a title pattern defined in your settings.
So iTop can't match the ticket based on the title pattern, as you have none defined.
Thank you so much! That was the point....
I don't know why it was working before, but now after looking into the documentation it was clear.