Notifications / Receivers
How do I configure Oauth SMTP with Entra on my instance?
Via this article, you'll find all the configuration you need to set up your Oauth . Access to your Azure tenant is required to set up this service. You'll find the procedure here
How do I configure notifications in GLPI?
You can find out how to configure your server and your notifications in the FAQ or the official documentation
Information
We recommend changing the default PHP method, which is not suitable for production use.
Do observers receive GLPI notifications?
To check this information, you need to make sure that the observers are indeed the recipients of the notifications in question. This is checked here: Setup > Notifications > Notifications
, click on the desired notification and go to Recipients.
Can I use an SMTP relay to send my emails?
The use of relays such as Sengrid, SendInBlue, etc. is not recommended with GLPI. We invite you to use servers such as GMAIL, Microsoft, etc. to ensure that the service runs smoothly.
Why are some emails not recovered by the collector?
An email may be refused for the following reasons:
the sender's email address is identical to the collector's email address (to avoid loops)
The email contains headers refused by GLPI (X-Auto-Response-Suppress, Auto-Submitted)
The ticket allocation rules do not define a destination entity
You can check that an auto-submitted or auto-reply is not present in the orginie mail header, this could be the reason for the import refusal. Remember to check your ticket assignment rules from administration > rules > rules for assigning a ticket created through a mails receiver
.
Is it possible to use a different account for the sender of the message and OAuth SMTP authentication with Google or Entra?"
No. The account used for OAuth authentication must also be the sender of the message. Sending the email will fail if the accounts are not identical.
Why is my Microsoft 365 SMTP server not working with TLS?
Microsoft is gradually disabling the protocol. We recommend that you use OAuth SMTP with Microsoft in order to take full advantage of this service.
How do I convert emails into tickets?
This function is possible via the collector. A dedicated mailbox will receive the emails and send them to GLPI. This mailbox must be able to use services. If you use Azure or Google, we advise you to use the plugin Oauth IMAP
. A procedure is available here
Why don't users (applicants or technicians) receive an email when creating or modifying tickets?
This may be due to several factors:
Your server has been configured incorrectly. You can refer to this article to help you configure it correctly.
Notifications for requesters and/or actors have been deactivated. You can check the settings in
Setup
>Notifications
>Notifications
. Select the notification concerned and check inrecipients
whether the appropriate people are present.
Can the variables
for customising notifications be used by other GLPI objects?
variables
for customising notifications be used by other GLPI objects?No. It is not possible to use the variables present for personalising notifications anywhere other than in this context. There is another separate system of variables
for followup templates, tasks and solutions (/front/contenttemplates/documentation.php?preset=itilchildtemplate you can also find this page in Setup
> Dropdowns
> Followup templates
, click on available variables
)
Is it possible to delete the message =-=-= To reply by email,write above this line =-=-= in a notification?
Yes, but this has the effect of removing the possibility of replying to the ticket by email. To delete the message go to setup
> Notifications
> Notifications
, select the notification concerned and change the Allow response
option to No
.

Can notifications be customised?
Yes, notifications can be customised from Setup
> Notification
> Notification templates
.
From template translation, you can customise the layout of each GLPI notification. You can view the tags
available to add information to your notifications
Can we change the GLPI term that appears before the ticket number in a notification?
To change this value :

Go to Administration
> Entities
> Notifications
> Prefix for notifications
How do I resolve error 535 5.7.3 Authentication unsuccessful
?
535 5.7.3 Authentication unsuccessful
?Check that the is identical to the main email address of the account used to send emails.
Check the Azure :
Permissions granted (
SMTP.Send
)Access logs to confirm that GLPI is authorised.
Ensure that the configuration in GLPI corresponds to the instructions in the official documentation
How can I prohibit ticket creation by e-mail without disabling follow-up?
You can create and position your collector rules in this way:

I get an error when sending an email followup — what should I do?
If you encounter an error when sending an email followup in GLPI, you need to enable debug mode to diagnose the issue.
Steps to follow:
Enable debug mode in GLPI: go to My Preferences, then click Debug Mode: Disabled to activate it.
Perform a first followup send test from GLPI. This step creates the
mail-debug.log
file, which does not exist by default.Connect to your server via SSH.
Run the following command to read the logs:
tail -f /path/to/glpi/files/_log/mail-debug.log
Perform a second followup send test.
Check the
mail-debug.log
file for error details.
In most cases, the error is due to an SMTP connection issue, typically caused by a misconfiguration (port, authentication, security settings...).
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