Thursday, December 27, 2012

GLPI -- Awesome IT Ticketing (if you speak french)

Despite Chrome's admittedly fantastic automatic translations for other languages, software written in other language is still tough to grasp.

Let me restart -- GLPI is an open-source ticketing tool created for IT Ticketing. And it's not bad. There's tons of customizations you can make, and (of course) - the code is published and available, so you can break down how pages are displayed and how data is processed.

Some issues I've seen:

1. Time-stamps on the platform OS is correct, but php/apache's time is wrong.

GLPI used to have an interface where you could update the time and time-zone of php's embedded time-keeping mechanism. I haven't been able to find it. To fix this issue, I searched and found a post by Nokia390  here:
Open the php.ini configuration file
   vi /etc/php5/php.ini
Update the following line. Note: You can find all supported syntax for time-zones here.
   date.timezone = Europe/Lisbon
Restart the apache service to reload the php.ini file
   service httpd restart

2. GLPI receivers just will NOT pull email from email inbox

Our Exchange version: 2010
There are some pre-reqs for our Exchange version - 2010.
* You need to start either the IMAP4 or POP3 service on Exchange. These are the only supported way to pull email from an inbox.
* Verify the user inbox you're utilizing allows email to be pulled with your chosen protocol -- we made sure IMAP4 was enabled (the default on our system)

Reading through the GLPI wiki, you'd think setting up an email scrape would be really easy. And it was... once I found my way around the completely undocumented problem I hit.

Here are our example values:
Name (email address): help@(ourdomain).com
Server: (IP of our email server)
Connection Options: IMAP // (BLANK) // TLS // NO-VALIDATE-CERT
Login: help
password: (password for our help user).

I played for hours with different configurations, looked over the (very, very thin) logs, set up different receive connectors with different options, recreated the user account, etc. In short, I drove myself crazy.

Here are the logs I saw:

12-27-2012 23:14
Warning(2): imap_open(): Couldn't open stream {(server IP)/ssl}INBOX
Backtrace :
/var/www/html/glpi/inc/mailcollector.class.php:833 imap_open()
/var/www/html/glpi/inc/mailcollector.class.php:403 MailCollector->connect()
/var/www/html/glpi/front/mailcollector.form.php:72 MailCollector->collect()

The final, tiny, gotcha? I needed to use the FQDN ahead of the user name. For example,
I used this: help
I should have used this: full.fulldomain.com\help

After that update, it immediately synced. *sigh*.
Hope it helps all of you!
kyler

5 comments:

  1. Is that your full config? No port? No Email Domain? Can you post a screenshot?

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    Replies
    1. Sorry SkyTech, I have changed jobs and don't have access to the full config anymore. If the config item exists, update it. If it doesn't exist, add it.

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    2. Hi,

      I've been having the same problem ..

      @SkyTech,
      Have you been able to resolve yours ? If so, can you post a screenshot of your receiver config ?
      Have you configured anything else on the Exchange Server ?

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    3. Aqui resolvemos da seguinte maneira:
      Estas são as minhas configurações no Receiver com uma conta do Office 365, ele funciona dessa maneira
      Servidor: outlook.office365.com
      Opções de conexão: IMAP | SSL | NO-TLS | NO-VALIDATE-CERT
      Pasta de Correio de Entrada
      : Porta da Caixa de Entrada : 993

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    4. Hey Portuguese Anon,

      Office 365 may not support SSL - try variations of TLS with and without SSL.

      Also look to see if outlook.office365.com is correct for IMAP. I think it is imap.office365.com or mail.office365.com for server.

      Good luck!
      kyler

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