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extensions:ticket-from-email [2019/03/18 09:27]
vdumas
extensions:ticket-from-email [2019/04/23 11:59] (current)
vdumas
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 description_wiki : Scan several mailboxes to create or update tickets. description_wiki : Scan several mailboxes to create or update tickets.
 index_hidden ​    : yes index_hidden ​    : yes
-version ​         : 3.0.11 +version ​         : 3.0.17 
-release_dt ​      : ​2018-02-06+release_dt ​      : ​2019-03-19
 itop-version-min : 2.3.0 itop-version-min : 2.3.0
-dependencies_s ​  : ​ 
-download_hidden ​ : http://​www.combodo.com/​itop-extensions/​combodo-mail-to-ticket-automation-3.0.11-299.zip 
 code             : combodo-mail-to-ticket-automation code             : combodo-mail-to-ticket-automation
 +state            : stable
 +product_hidden ​  : included
 alias-code_hidden : ticket-from-email alias-code_hidden : ticket-from-email
 alternate-name ​  : Ticket Creation from eMails alternate-name ​  : Ticket Creation from eMails
-module-lists_hidden : combodo-email-synchro/​3.0.8, itop-standard-email-synchro/​3.0.7+module-lists_hidden : combodo-email-synchro/​3.1.3, itop-standard-email-synchro/​3.0.15 
 +diffusion ​       : iTop Hub
 ---- ----
  
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 ===== Features ===== ===== Features =====
  
 +  * Determine if the sender is an existing Person (found by its email), then based on configuration it can reject the email in error or create a new Person.
   * Determines whether a Ticket must be created or updated based either on the custom headers added by iTop in the eMail (in case of replies) or based on a configurable pattern in the title   * Determines whether a Ticket must be created or updated based either on the custom headers added by iTop in the eMail (in case of replies) or based on a configurable pattern in the title
   * Connect to any mailbox using either the POP3 or IMAP protocol   * Connect to any mailbox using either the POP3 or IMAP protocol
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  <​note tip>  <​note tip>
  If you want to trigger a Notification '(on object creation)'​ limited to Ticket created by email, use **origin='​email'​** in the OQL.</​note>​  If you want to trigger a Notification '(on object creation)'​ limited to Ticket created by email, use **origin='​email'​** in the OQL.</​note>​
 +
 +
 +
 ===== Revision History ===== ===== Revision History =====
-^  ​Version ​ ​^  ​Release Date  ​^ ​ Comments ​ ^ + 
-| 3.0.11 | 2018-02-06 | Fix attachments stored as inline images when content-disposition was not specified correctly. | +^  ​Release Date  ​^  ​Version ​ ​^ ​ Comments ​ ^ 
-| 3.0.10 ​| 2018-02-05 | Fix PHP 5.3 compatibility broken in revision 3.0.8 | + ​2019-03-19 ​ |  ​3.0.17  | Dictionnaries internal updates | 
-| 3.0.9 | 2018-01-29 | Allow trigger to filter with an OQL | +|  2019-03-13 ​ |  3.0.16 ​ | * Store eml for message in error \\ * Error log attached to the corresponding message | 
-| 3.0.8 | 2018-01-25 | SPAM messages flagged as '​undesired'​ and deleted after a delay. An generic email reply can be sent in case of '​Unknown caller'​. Update Russian translation ​ | +|  2018-12-19 ​ |  3.0.15 ​ | * Update spanish translations (Thanks to Miguel Turrubiates) \\ * JQuery compatibility (JQuery 3 since iTop 2.6) \\ * Fix OQL used to set caller_id (thanks Jeffrey ! SF#1628) \\ * Fix invalid ES dictionary ("​UTF-8 Characters Malformed"​ error) \\ * Fix unnecessary trace '​invalid line in the "​stimuli"​ configuration'​ when no stimulus is configured | 
-| 3.0.7 |  2017-08-28 ​ | Duplicated dictionary entries collision during CSV import (attributes behavior and error_behavior from MailInboxStandard class). | +| 2018-06-27 | 3.0.14 | Add DE translation | 
-| 3.0.6 |  2017-03-31 ​ | EmailReplica error message would throw a fatal error if it could not be persisted to DB (eg. With 4 bytes unicode characters). We now save a default error message when it is not possible to persist it, and we dump the original message in the IssueLog. | +| 2018-03-01 | 3.0.13 | Fix corrupted (binary) attachments on some emails (none UTF8 emails and wrong content-transfer-encoding format). | 
-| 3.0.5 |  2016-11-10 ​ | Now supports several MailInbox scanning a single email address mailbox, as long as they have distinct folders (Mailbox (for IMAP) property). Also, fixed a regression introduced in 3.0.x, use_message_id_as_uid configuration parameter was not working anymore. | +| 2018-02-21 | 3.0.12 | Enable 2.5.0 menu overriding capabilities. | 
-| 3.0.4 |  2016-10-05 ​ | Support of inline images in messages issued by Lotus Notes. ​ | +| 2018-02-06 ​| 3.0.11 ​| Fix attachments stored as inline images when content-disposition was not specified correctly. | 
-| 3.0.3 |  2016-08-26 ​ | Fixed regressions introduced in 3.0.x: Apply stimulus not working. CRON interrupted by a fatal error when the sender is unknown (in case of a ticket update). Empty description if the target field is in plain text. Losing CR in the case log if the email is in plain text (email created with thunderbird,​ and no rich text formatting) ​ | +| 2018-02-05 ​| 3.0.10 ​| Fix PHP 5.3 compatibility broken in revision 3.0.8 | 
-| 3.0.2 |  2016-08-09 ​ | Make sure that the setup does not crash if some of the prerequisites (PEAR or IMAP) are not installed. ​ | +| 2018-01-29 ​| 3.0.9 | Allow trigger to filter with an OQL | 
-| 3.0.1 |  2016-07-26 ​ | Support of adding more contacts (To: and CC:) to the ticket. Ability to apply a stimulus (to change the state of a ticket) when receiving an update by email. ​ | +| 2018-01-25 ​| 3.0.8 | SPAM messages flagged as '​undesired'​ and deleted after a delay. An generic email reply can be sent in case of '​Unknown caller'​. Update Russian translation ​ | 
-| 2.6.12  ​|  2016-06-07 ​ | Security: only administrators can see the password of mail inboxes. Regression: properly import all attachments (not only the last one if it's not an image). Enhancement:​ preserve hyperlinks when converting from HTML to plain text. | +|  2017-08-28  ​| 3.0.7 | Duplicated dictionary entries collision during CSV import (attributes behavior and error_behavior from MailInboxStandard class). | 
-| 2.6.11  ​|  2016-02-02 ​ | Developers only: fixed a compatibility issue with alternatives to the module itop-standard-email-synchro. The regression has been introduced in 2.6.6 and does not impact the behavior of the component unless you have developped your own alternative to itop-standard-email-synchro. | +|  2017-03-31  ​| 3.0.6 | EmailReplica error message would throw a fatal error if it could not be persisted to DB (eg. With 4 bytes unicode characters). We now save a default error message when it is not possible to persist it, and we dump the original message in the IssueLog. | 
-| 2.6.10  ​|  2015-10-28 ​ | Automatically reject "​Autoreply"​ emails (cf ''​undesired-subject-patterns''​ below). Support of emails with no subject. | +|  2016-11-10  ​| 3.0.5 | Now supports several MailInbox scanning a single email address mailbox, as long as they have distinct folders (Mailbox (for IMAP) property). Also, fixed a regression introduced in 3.0.x, use_message_id_as_uid configuration parameter was not working anymore. | 
-| 2.6.9  ​|  2015-09-29 ​ | Properly initialize ENUM values (#1102), prevent updating tickets of a different class than the one configured in the mail inbox. | +|  2016-10-05  ​| 3.0.4 | Support of inline images in messages issued by Lotus Notes. ​ | 
-| 2.6.8  ​|  2015-03-09 ​ | Fixed the processing of the ''​images_maximum_size''​ parameter to prevent errors when the images are not to be resized. Fixed the pattern for detecting ''​blockquote''​ tags inside HTML replies. | +|  2016-08-26  ​| 3.0.3 | Fixed regressions introduced in 3.0.x: Apply stimulus not working. CRON interrupted by a fatal error when the sender is unknown (in case of a ticket update). Empty description if the target field is in plain text. Losing CR in the case log if the email is in plain text (email created with thunderbird,​ and no rich text formatting) ​ | 
-| 2.6.7  ​|  2015-03-05 ​ | Suppressed a warning when ignoring small images. Change the default value for "​body_parts_order"​. | +|  2016-08-09  ​| 3.0.2 | Make sure that the setup does not crash if some of the prerequisites (PEAR or IMAP) are not installed. ​ | 
-| 2.6.6  ​|  2015-01-21 ​ | Support of inline images, filtering of "too small" images and resizing of "​big"​ images. | +|  2016-07-26  ​| 3.0.1 | Support of adding more contacts (To: and CC:) to the ticket. Ability to apply a stimulus (to change the state of a ticket) when receiving an update by email. ​ | 
-| 2.6.5  ​|  2014-08-01 ​ | New configuration parameter to workaround a problem with Gmail/IMAP. | +|  2016-06-07 ​ | 2.6.12 ​ | Security: only administrators can see the password of mail inboxes. Regression: properly import all attachments (not only the last one if it's not an image). Enhancement:​ preserve hyperlinks when converting from HTML to plain text. | 
-| 2.6.4  ​|  2014-07-21 ​ | Enhancement:​ allow to delete the emails from the server immediately after processing them. French translation of the "​TriggerOnMailUpdate"​ and make the trigger importable. | +|  2016-02-02 ​ | 2.6.11 ​ | Developers only: fixed a compatibility issue with alternatives to the module itop-standard-email-synchro. The regression has been introduced in 2.6.6 and does not impact the behavior of the component unless you have developped your own alternative to itop-standard-email-synchro. | 
-| 2.6.3  ​|  2014-06-04 ​ | Enhancement:​ support the creation of Change and Problem tickets. | +|  2015-10-28 ​ | 2.6.10 ​ | Automatically reject "​Autoreply"​ emails (cf ''​undesired-subject-patterns''​ below). Support of emails with no subject. | 
-| 2.6.2  ​|  2014-04-09 ​ | Bug fix in order to support mailboxes containing a backslash in their name (likely to happen using IMAP). | +|  2015-09-29 ​ | 2.6.9  | Properly initialize ENUM values (#1102), prevent updating tickets of a different class than the one configured in the mail inbox. | 
-| 2.6.1  ​|  2014-04-08 ​ | Addition of the German localization (though it's not 100% translated). | +|  2015-03-09 ​ | 2.6.8  | Fixed the processing of the ''​images_maximum_size''​ parameter to prevent errors when the images are not to be resized. Fixed the pattern for detecting ''​blockquote''​ tags inside HTML replies. | 
-| 2.6.0  ​|  2014-03-05 ​ | Improved error processing (e.g. keeping the errors in the mailbox, manual retry) and better decoding of the "new part" of the message when it is a reply. Enhanced HTML to text conversion, fixed the processing of "​Outlook'​s forwarded messages"​ as attachments. | +|  2015-03-05 ​ | 2.6.7  | Suppressed a warning when ignoring small images. Change the default value for "​body_parts_order"​. | 
-2.5 | n/a | Support of several mail inboxes. Interactive configuration of the mail inboxes via the iTop user interface. Various improvements for the parsing/​decoding of the eMails | +|  2015-01-21 ​ | 2.6.6  | Support of inline images, filtering of "too small" images and resizing of "​big"​ images. | 
-2.2 | 2013-07-22 | "​Legacy"​ version supporting only one mailbox (configured from the iTop configuration file). The documentation for this version is available here: [[ticket_creation_from_emails|Ticket Creation from eMails (legacy)]]|+|  2014-08-01 ​ | 2.6.5  | New configuration parameter to workaround a problem with Gmail/IMAP. | 
 +|  2014-07-21 ​ | 2.6.4  | Enhancement:​ allow to delete the emails from the server immediately after processing them. French translation of the "​TriggerOnMailUpdate"​ and make the trigger importable. | 
 +|  2014-06-04 ​ | 2.6.3  | Enhancement:​ support the creation of Change and Problem tickets. | 
 +|  2014-04-09 ​ | 2.6.2  | Bug fix in order to support mailboxes containing a backslash in their name (likely to happen using IMAP). | 
 +|  2014-04-08 ​ | 2.6.1  | Addition of the German localization (though it's not 100% translated). | 
 +|  2014-03-05 ​ | 2.6.0  | Improved error processing (e.g. keeping the errors in the mailbox, manual retry) and better decoding of the "new part" of the message when it is a reply. Enhanced HTML to text conversion, fixed the processing of "​Outlook'​s forwarded messages"​ as attachments. | 
 + n/a  ​| ​ 2.5  ​| Support of several mail inboxes. Interactive configuration of the mail inboxes via the iTop user interface. Various improvements for the parsing/​decoding of the eMails | 
 + 2013-07-22 ​ ​| ​ 2.2  ​| "​Legacy"​ version supporting only one mailbox (configured from the iTop configuration file). The documentation for this version is available here: [[ticket_creation_from_emails|Ticket Creation from eMails (legacy)]]| 
 + 
  
 ===== Limitations ===== ===== Limitations =====
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 <note important>​The parameters listed below apply to **all** the Mail Inboxes</​note>​ <note important>​The parameters listed below apply to **all** the Mail Inboxes</​note>​
  
-<note warning>​Starting with **version 2.6.6**, the recommended value for the configuration parameter ''​body_parts_order''​ is ''​text/​html,​text/​plain''​. Indeed in order to properly import the images embedded inside an HTML email, the HTML version of the email must be processed instead of the plain text version.</​note>​+<note warning>​Starting with Mail to ticket automation ​**version 2.6.6**, the recommended value for the configuration parameter ''​body_parts_order''​ is ''​text/​html,​text/​plain''​. Indeed in order to properly import the images embedded inside an HTML email, the HTML version of the email must be processed instead of the plain text version.</​note>​
  
 <code php> <code php>
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 ====== Debugging ====== ====== Debugging ======
 +
 +**New in 3.0.16**: Access to the eml used and to the message specific logs when the message triggers an error is now possible without activating the debug mode.
 +
  
 Since the processing of the incoming emails occurs in the background, it is not always easy to understand what happens when a ticket is not processed as expected. In order to trace the execution of this background task, several levels of tracing are available: Since the processing of the incoming emails occurs in the background, it is not always easy to understand what happens when a ticket is not processed as expected. In order to trace the execution of this background task, several levels of tracing are available:
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 {{ :​extensions:​email-synchro-debug-trace.png?​nolink&​600 |Debug trace tab}} {{ :​extensions:​email-synchro-debug-trace.png?​nolink&​600 |Debug trace tab}}
 +
 +<note warning>​__Known issue until 3.0.17 included__: When activating debug trace, logging trace may truncate an UTF8 character which breaks MySQL insertion and stop current email processing. Because of this, don't use this mode as a permanent mode, but only for temporary debug.</​note>​
extensions/ticket-from-email.txt · Last modified: 2019/04/23 11:59 by vdumas

";