Glpi: [9.1.6] mailgate assign randomly user/technician

Created on 25 Jul 2017 · 10Comments · Source: glpi-project/glpi

Hi,

I have upgrade my GLPI from 9.1.2 to 9.1.6.
Since version 9.1.6, the mailgate assign randomly a user and a technician to a new tickets received by mail.

Is-it possible to fix it ?

Thanks

Source

barbuslex

👍1

Most helpful comment

hi,

change [GLPIROOT]\inc\ticket.class.php at line 1584

change the condition form

// fill auto-assign when no tech defined (only for tech)
if ($_SESSION['glpiset_default_tech']
&& $_SESSION['glpiactiveprofile']['interface'] == 'central'
&& (!isset($input['_users_id_assign'])
|| $input['_users_id_assign'] == 0)) {
$input['_users_id_assign'] = Session::getLoginUserID();
}

// fill auto-assign when no tech defined (only for tech)
if (!Session::isCron()
&& $_SESSION['glpiset_default_tech']
&& $_SESSION['glpiactiveprofile']['interface'] == 'central'
&& (!isset($input['_users_id_assign'])
|| $input['_users_id_assign'] == 0)) {
$input['_users_id_assign'] = Session::getLoginUserID();
}

Now, Turning on "pre-select me as technician"

Best regards,
Filipe Figueiredo

ProEdgeMaster on 2 Aug 2017

👍3

All 10 comments

After 24h of operation, GLPI stop assign automatically a bad user and technician on ticket from mailgate.
But i have a new issue. The attachment has a bad user (Random user too) :

A similar issue in #641

Can you fix it please ?

Thanks in advance,

barbuslex on 27 Jul 2017

Hello,

I subscrive the issuue report.

Best Regards Filipe

ProEdgeMaster on 31 Jul 2017

Hello,

A temporary solution:

**Go to:** Setup -->"Default Values"--> "Pre-select me as a technician when creating a ticket"

::: change value to no.

glpi

Best Regards,
Filipe

ProEdgeMaster on 2 Aug 2017

Thank you Filipe,

We too recently upgraded to 9.1.6 and are experiencing the same issue.
Mailgate retrieved 8 messages. We have no automatic assignment rules in place and all mailgate tickets should arrive as "new". Instead all 8 were "processing" with 3 assigned to one technician, 3 to another, and the last 2 to one more tech.

Turning off "pre-select me as technician" may work, but of course now adds extra steps to the majority of our tickets (which do not come in via mailgate).

Regards,
Robert