Mail collector: create tickets instead of adding them as follow-ups about glpi HOT 11 CLOSED

The subject of the mail is the same, is it possible to configure GLPI to resolve this, or is it a bug?

You have to set the Allow anonymous followups (receiver) option to Yes, this option is located in the Setup > General > Assistance page.

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Hi @cedric-anne
I know you don't deal with support issues here, but I think it's a bug because this option is already checked.

Thanks for your time.

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Hello,
I tried again and the problem persists even if I remove the words "RE" or "TR" from the subject field.

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Hello @cedric-anne,
Did you have time to take a look about it ?

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Could you provide the response email into .eml format, so we could be able to investigate?

There are tests that validates that this feature works as expected, but maybe you are facing an edge case that is not correctly supported.

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There are certain confidential data in the .eml file that I can't share publicly with everyone. Would you have a solution so that I can transmit it to you?

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You can try to redact the specific sensitive information that is in the file.

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Here is the zipped folder containing the two .eml files of the mails I received :
mail-loop.zip

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My bad, I thought you were talking about an answer to a notification sent to GLPI that was creating a new ticket instead of adding a followup to the ticket that was the source of the notification.

The GLPI mail collector is not handling your case. GLPI will only create a followup if the email contains the initial ticket ID in its References header, otherwise, it will create a new ticket.

Maybe some plugins permits to do this.

from glpi.

This issue has been closed as we only track bugs here.

You can get community support on forums or you can consider taking a subscription to get professional support.
You can also contact GLPI editor team directly.

from glpi.