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 SMTP. 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 SMTP server and your notifications in the FAQ or the official documentation

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 SMTP servers such as GMAIL, Microsoft, etc. to ensure that the SMTP 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 TLS 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 IMAP 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 SMTP 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 in recipients whether the appropriate people are present.

Can the 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 (https://XXXXXXXXXXXX/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?

• Check that the UPN 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:

1. Enable debug mode in GLPI: go to My Preferences, then click Debug Mode: Disabled to activate it.

   

2. Perform a first followup send test from GLPI. This step creates the mail-debug.log file, which does not exist by default.

3. Connect to your server via SSH.

4. Run the following command to read the logs:

   tail -f /path/to/glpi/files/_log/mail-debug.log

5. Perform a second followup send test.

6. 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...).