Using mail services with GLPI

glpiGLPI can use a mail server to automatically send emails to notify users that their tickets are being followed up. You can also allow users to create tickets by simply sending an email. This article will describe how to set these services up.


Google email account

Start by creating a dedicated email account for users to send their tickets to (e.g. This email address is being protected from spambots. You need JavaScript enabled to view it.). In this example I'm using Google Workspace.

  1. Log on to your newly created email account.
  2. If using Google, you will need to Allow less secure apps.
  3. Go to Settings, by clicking the cog
  4. Click See all settings.
  5. Select the Forwarding and POP/IMAP tab.
  6. Click the radio button to Enable IMAP.

You might want to create an additional mail account called This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Receivers

GLPI allows users to send an email to a support address (e.g. This email address is being protected from spambots. You need JavaScript enabled to view it.) and for that email to automatically create a ticket.

  1. Go to Setup > Receivers.
  2. Click the plus button, and enter the following details:
    1. Name: This email address is being protected from spambots. You need JavaScript enabled to view it.
    2. Server: imap.gmail.com
    3. Connection options: IMAP, SSL, NO-TLS, NO-VALIDATE-CERT.
    4. Port: 993
    5. Login: This email address is being protected from spambots. You need JavaScript enabled to view it.
    6. Password: xxxxxx
  3. Click + Add button.

Now you can test your settings.

  1. Send a test email to the This email address is being protected from spambots. You need JavaScript enabled to view it. address.
  2. Check to see the email in the inbox.
  3. Go to Setup > Receivers.
  4. Open your newly created account for editing.
  5. Select the Actions tab.
  6. Click the Get email tickets now button.

Your email should be collected and turned into a ticket.

 

Email notifications

You will typically want GLPI to followup via email, so that your users get automatic notifications.

  1. Go to Setup > Notifications.
  2. Enable the following options:
    1. Enable followup.
    2. Enable followups via email.
  3. You will now be able to click Email followups configuration.
  4. Add the following entries:
    1. Administrator email: your email address.
    2. Administrator name: your name
    3. From email: This email address is being protected from spambots. You need JavaScript enabled to view it.
    4. From name: Helpdesk
    5. Reply to address: This email address is being protected from spambots. You need JavaScript enabled to view it.
    6. Reply to name: Helpdesk
    7. No-Reply address: This email address is being protected from spambots. You need JavaScript enabled to view it.
    8. No-Reply name: Do not reply
    9. Way of sending emails: SMTP+SSL
    10. Check certificate: No
    11. SMTP host: smtp.gmail.com
    12. Port: 465
    13. SMTP login: This email address is being protected from spambots. You need JavaScript enabled to view it.
    14. SMTP password: xxxxx
    15. Click Save.

 To check your configuration you can click Send a test email to the administrator.

Note that for Notifications and Receivers to work predictably, you will need to configure a Cron job.

 

Handling replies

Once your users start receiving automated emails they will likely want to post replies. By default any reply email from a user who doesn't have a GLPI account will be refused. The best solution here is to create a user account for them, and then assign any tickets to that user account.

 

Thanks for visiting,
Steven