glpi-project
Collector V10 - Issue in creating requestor if header contains From: first_name.last_name < [email protected]>
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Is there an existing issue for this?
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Version
GLPI 10.0.18 ( => /var/www/html/glpi) Installation mode: TARBALL Current language:fr_FR
Bug description
The user is unknown (GLPI must create them) - The Display Name is identical to the local part of the address (first_name.last_name [email protected]). This redundancy leads to a failure in the user creation routine.
Interpretation issue with the 'From' field = first_name.last_name [email protected] in the GLPI collector, which seems to prevent the creation of a row in the glpi_tickets_users table as the requestor in the email field associated with the ticket.
I created a Google account to simulate user = last_name.first_name and [email protected], and the mail arrives with the header containing From = "last_name.first_name" [email protected].
Hypothesis 1: The display name is the same as the local part of the mailbox - RFC 5322 Standard - if From = "first_name.last_name" [email protected] >> it's OK > requestor field = email; if From = first_name.last_name [email protected] >> it's NOT OK (KO) > the ticket is created but without a requestor.
We do not integrate the requestors from collected emails as users; the emails will be recorded as the requestor (type = 1 in the Ticket users table).
Hypothesis 2: The problematic email uses the iso-8859-1 encoding for the subject, whereas the working email uses standard ASCII. If your GLPI is configured for UTF-8 and encounters an issue when decoding iso-8859-1 specifically on this mail, this could also generate the exception that causes the failure in the requestor attribution step.
Subject Field = =?iso-8859-1?Q?RE:Mise=E0_jour_Rxx?= // RFC 2047 Standard (Encoding Non-ASCII Strings) - Uses iso-8859-1 encoding (Latin-1).
Relevant log output
Page URL
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Steps To reproduce
No response
Your GLPI setup information
GLPI 10.0.18 ( => /var/www/html/glpi) Installation mode: TARBALL Current language:fr_FR
Anything else?
No response
Please write in English (automatic translations are OK).
Having issues reported all in English helps ensure that searching for existing/already reported issues is easier. Also, the community and development team is international so having a common language helps us too.
Veuillez écrire en anglais (les traductions automatiques sont acceptables).
Le fait que les problèmes signalés soient tous en anglais permet de faciliter la recherche de problèmes existants ou déjà signalés. De plus, la communauté et l'équipe de développement étant internationales, le fait d'avoir une langue commune nous aide également.
Please:
- write in english only
- use the latests available release
- try without any plugin.
* use the latests available release * try without any plugin.
Those are still required
I don't have a plugin that intervenes in the cron mailgate or, more broadly, in the mail collection process. Mails are imported with the requester (email address) for all tickets except in this specific case. My request is aimed at getting an analysis of the process to find out if this issue is reproducible in the Teclib development environment, as Teclib informed me that support is only available via GitHub. This is a production version and we will probably be moving to GLPI 11, but in the meantime, I need to know because this is a production version that collects emails every day.
Thank you in advance for your feedback.
Many issues have been fixed since GLPI 10.0.18. We ask you to test on GLPI 10.0.22, at least. We do not currently have enough time to check all reported issues on Github, so we focus on issues related to latest published versions (10.0.22 and 11.0.4).
I don't have a plugin that intervenes in the cron mailgate or, more broadly, in the mail collection process.
That's not the point... Any plugin can cause an silent issue which could interfere with collect process.
Test on a preprod/dev environment with latest stable release and no plugins if you reproduce.