Mentioning someone in a followup/answer sometimes does not add mentioned person as watcher/observer about glpi HOT 13 OPEN

Perhaps #13427 is somehow related?

from glpi.

Hi,

Does the ticket contains a pasted image? If there is, is this image correctly attached to the ticket as a document, or is its src attribute contains the base64 source of the image?

from glpi.

Thanks @cedric-anne for prompt reply.
In the latest ticket where it occurred - original ticket does not have image embedded as base64 (atleast I cannot find one when checking HTML in Firefox). It does however have an embedded image, as the ticket was created via e-mail and e-mail had signature which contains an image. E-mail is in html format and signature picture is classical <img src="https://.....> (might this be a injection vulnerability on it's own?).

However - I also checked notification logs. When a person was mentioned in the followup, e-mail notification was sent to the mentioned person according to the notification queue.

from glpi.

If the mention was made in a followup, does this followup contains an image? Could you check if it was stored as base64?

Also, do you have anything in GLPI logs that can be related to this issue?

from glpi.

Followup did not have an image in it.

When checking logs, I do notice things which might be related:

1. in mail-error: when followup was added, there was an attempt to send e-mail notification to ticket creator via e-mail, but this failed, as SMTP connection failed at that time. Later, e-mail was delivered successfully. Underlying cause is rate limiter at SMTP.
2. in access-errors.log: we can confirm that the person who was mentioned, is unable to access the ticket.
3. php-errors.log: There is a cryptic error message around the time when the person was mentioned:
   glpiphplog.CRITICAL: *** PHP Error (1): ob_get_clean(): Cannot use output buffering in output buffering display handlers in /var/www/vendor/twig/twig/src/Template.php at line 388

from glpi.

What is the full trace of the critical error?

from glpi.

@cedric-anne - there's no full trace, just that line.

from glpi.

If there is only this line, then it is impossible to investigate on this critical error. The message is too generic and does not give any hint about where the issue could be located.

from glpi.

@cedric-anne - are there any other hints in addition to base64 image embedding for which to keep an eye out? So that the next time it happens, we'd know what to look for?

from glpi.

No, I have no other clue.

from glpi.

@cedric-anne I had a random thought - although I am not familiar with inner logic of GLPI, but perhaps the misbehaviour is coming from mail delivery problems? For example some e-mail get through while others don't for whatever reason.

Perhaps the possible remedy here can be to change the logic a bit so that the process would be:

1. Add people to ticket (whathers/followers)
2. Once people have been added to the ticket, only then start sending/queueing e-mail notifications/other notifications if there are any

This way the impact would a bit more minimal, as people would be atleast be able to see and add followups to the ticket. Currently they get the notification, but are unable to see the ticket nor followup on it as they have not actually been added to the ticket.

from glpi.

There has been no activity on this issue for some time and therefore it is considered stale and will be closed automatically in 10 days.

If this issue is related to a bug, please try to reproduce on latest release. If the problem persist, feel free to add a comment to revive this issue.
If it is related to a new feature, please open a topic to discuss with community about this enhancement on suggestion website.

You may also consider taking a subscription to get professionnal support or contact GLPI editor team directly.

from glpi.

Problem is still there

from glpi.