GLPI recurring ticket completely empty

[paro57]

Code of Conduct

• I agree to follow this project's Code of Conduct

Is there an existing issue for this?

• I have searched the existing issues

Version

10.0.9

Bug description

Hello everyone,

I am on GLPI 10.0.9

When I create a recurring ticket, the ticket is created ( for example for my test every hour )
I receive a ticket every hour but this ticket is completely empty, no description of the ticket or title etc ...
even though this information was entered when the recurring ticket was created.

Here is the configuration of the ticket :

And this is the ticket i get :

🤔🤔🤔

Thank you for your answers .

Relevant log output

No response

Page URL

No response

Steps To reproduce

No response

Your GLPI setup information :

Informations sur le système, l'installation et la configuration
GLPI 10.0.9 ( => /var/www/glpi)
Installation mode: TARBALL
Current language:fr_FR

Server
 
Operating system: Linux ***** 4.18.0-477.21.1.el8_8.x86_64 #1 SMP Thu Aug 10 13:51:50 EDT 2023 x86_64
PHP 8.2.10 fpm-fcgi (Core, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apcu, bz2, calendar, cgi-fcgi, ctype, curl,
	date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd,
	openssl, pcre, pdo_mysql, pdo_sqlite, random, session, sockets, sodium, sqlite3, standard, tokenizer, xml, xmlreader, xmlrpc,
	xmlwriter, xsl, zip, zlib)
Setup: max_execution_time="30" memory_limit="512M" post_max_size="25M" safe_mode="" session.save_handler="files"
	upload_max_filesize="25M" 
Software: Apache/2.4.37 (AlmaLinux) ()
	Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/116.0.0.0 Safari/537.36
Server Software: MariaDB Server
	Server Version: 10.3.35-MariaDB
	Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION
	Parameters: *****@localhost/db
	Host info: Localhost via UNIX socket
	
PHP version (8.2.10) is supported.PHP version (8.2.10) is supported.
Sessions configuration is OK.Sessions configuration is OK.
Allocated memory is sufficient.Allocated memory is sufficient.
mysqli extension is installed.mysqli extension is installed.
Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter.Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter.
curl extension is installed.curl extension is installed.
gd extension is installed.gd extension is installed.
intl extension is installed.intl extension is installed.
zlib extension is installed.zlib extension is installed.
The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.
Database engine version (10.3.35) is supported.Database engine version (10.3.35) is supported.
No files from previous GLPI version detected.No files from previous GLPI version detected.
The log file has been created successfully.The log file has been created successfully.
Write access to /var/www/glpi/files/_cache has been validated. Write access to /var/www/glpi/config has been validated. Write access to /var/www/glpi/files/_cron has been validated. Write access to /var/www/glpi/files has been validated. Write access to /var/www/glpi/files/_dumps has been validated. Write access to /var/www/glpi/files/_graphs has been validated. Write access to /var/www/glpi/files/_lock has been validated. Write access to /var/www/glpi/files/_pictures has been validated. Write access to /var/www/glpi/files/_plugins has been validated. Write access to /var/www/glpi/files/_rss has been validated. Write access to /var/www/glpi/files/_sessions has been validated. Write access to /var/www/glpi/files/_tmp has been validated. Write access to /var/www/glpi/files/_uploads has been validated.Write access to /var/www/glpi/files/_cache has been validated.
Write access to /var/www/glpi/config has been validated.
Write access to /var/www/glpi/files/_cron has been validated.
Write access to /var/www/glpi/files has been validated.
Write access to /var/www/glpi/files/_dumps has been validated.
Write access to /var/www/glpi/files/_graphs has been validated.
Write access to /var/www/glpi/files/_lock has been validated.
Write access to /var/www/glpi/files/_pictures has been validated.
Write access to /var/www/glpi/files/_plugins has been validated.
Write access to /var/www/glpi/files/_rss has been validated.
Write access to /var/www/glpi/files/_sessions has been validated.
Write access to /var/www/glpi/files/_tmp has been validated.
Write access to /var/www/glpi/files/_uploads has been validated.
For security reasons, SELinux mode should be Enforcing.For security reasons, SELinux mode should be Enforcing.

Web server root directory configuration seems safe.Web server root directory configuration seems safe.
Sessions configuration is secured.Sessions configuration is secured.
OS and PHP are relying on 64 bits integers.OS and PHP are relying on 64 bits integers.
exif extension is installed.exif extension is installed.
ldap extension is installed.ldap extension is installed.
openssl extension is installed.openssl extension is installed.
Following extensions are installed: bz2, Phar, zip.Following extensions are installed: bz2, Phar, zip.
Zend OPcache extension is installed.Zend OPcache extension is installed.
Following extensions are installed: ctype, iconv, mbstring, sodium.Following extensions are installed: ctype, iconv, mbstring, sodium.
Write access to /var/www/glpi/marketplace has been validated.Write access to /var/www/glpi/marketplace has been validated.
Timezones seems loaded in database.Timezones seems loaded in database.

GLPI constants
 
GLPI_ROOT: "/var/www/glpi"
GLPI_CONFIG_DIR: "/var/www/glpi/config"
GLPI_VAR_DIR: "/var/www/glpi/files"
GLPI_MARKETPLACE_DIR: "/var/www/glpi/marketplace"
GLPI_USE_CSRF_CHECK: "1"
GLPI_CSRF_EXPIRES: "7200"
GLPI_CSRF_MAX_TOKENS: "100"
GLPI_USE_IDOR_CHECK: "1"
GLPI_IDOR_EXPIRES: "7200"
GLPI_ALLOW_IFRAME_IN_RICH_TEXT: false
GLPI_SERVERSIDE_URL_ALLOWLIST: ["/^(https?|feed):\\/\\/[^@:]+(\\/.*)?$/"]
GLPI_TELEMETRY_URI: "https://telemetry.glpi-project.org"
GLPI_INSTALL_MODE: "TARBALL"
GLPI_NETWORK_MAIL: "glpi@teclib.com"
GLPI_NETWORK_SERVICES: "https://services.glpi-network.com"
GLPI_MARKETPLACE_ALLOW_OVERRIDE: true
GLPI_MARKETPLACE_MANUAL_DOWNLOADS: true
GLPI_USER_AGENT_EXTRA_COMMENTS: ""
GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: "1"
GLPI_AJAX_DASHBOARD: "1"
GLPI_CALDAV_IMPORT_STATE: 0
GLPI_DEMO_MODE: "0"
GLPI_CENTRAL_WARNINGS: "1"
GLPI_DOC_DIR: "/var/www/glpi/files"
GLPI_CACHE_DIR: "/var/www/glpi/files/_cache"
GLPI_CRON_DIR: "/var/www/glpi/files/_cron"
GLPI_DUMP_DIR: "/var/www/glpi/files/_dumps"
GLPI_GRAPH_DIR: "/var/www/glpi/files/_graphs"
GLPI_LOCAL_I18N_DIR: "/var/www/glpi/files/_locales"
GLPI_LOCK_DIR: "/var/www/glpi/files/_lock"
GLPI_LOG_DIR: "/var/www/glpi/files/_log"
GLPI_PICTURE_DIR: "/var/www/glpi/files/_pictures"
GLPI_PLUGIN_DOC_DIR: "/var/www/glpi/files/_plugins"
GLPI_RSS_DIR: "/var/www/glpi/files/_rss"
GLPI_SESSION_DIR: "/var/www/glpi/files/_sessions"
GLPI_TMP_DIR: "/var/www/glpi/files/_tmp"
GLPI_UPLOAD_DIR: "/var/www/glpi/files/_uploads"
GLPI_INVENTORY_DIR: "/var/www/glpi/files/_inventories"
GLPI_NETWORK_REGISTRATION_API_URL: "https://services.glpi-network.com/api/registration/"
GLPI_MARKETPLACE_PLUGINS_API_URI: "https://services.glpi-network.com/api/marketplace/"
GLPI_I18N_DIR: "/var/www/glpi/locales"
GLPI_VERSION: "10.0.9"
GLPI_SCHEMA_VERSION: "10.0.9@77fc44668eaae89b61d95fe606d20d93d66110cd"
GLPI_MARKETPLACE_PRERELEASES: false
GLPI_MIN_PHP: "7.4.0"
GLPI_MAX_PHP: "8.3.0"
GLPI_YEAR: "2023"

Libraries
 
htmlawed/htmlawed version 1.2.14 in (/var/www/glpi/vendor/htmlawed/htmlawed)
phpmailer/phpmailer version 6.8.0 in (/var/www/glpi/vendor/phpmailer/phpmailer/src)
simplepie/simplepie version 1.5.8 in (/var/www/glpi/vendor/simplepie/simplepie/library)
tecnickcom/tcpdf version 6.6.2 in (/var/www/glpi/vendor/tecnickcom/tcpdf)
michelf/php-markdown in (/var/www/glpi/vendor/michelf/php-markdown/Michelf)
true/punycode in (/var/www/glpi/vendor/true/punycode/src)
iamcal/lib_autolink in (/var/www/glpi/vendor/iamcal/lib_autolink)
sabre/dav in (/var/www/glpi/vendor/sabre/dav/lib/DAV)
sabre/http in (/var/www/glpi/vendor/sabre/http/lib)
sabre/uri in (/var/www/glpi/vendor/sabre/uri/lib)
sabre/vobject in (/var/www/glpi/vendor/sabre/vobject/lib)
laminas/laminas-i18n in (/var/www/glpi/vendor/laminas/laminas-i18n/src)
laminas/laminas-servicemanager in (/var/www/glpi/vendor/laminas/laminas-servicemanager/src)
monolog/monolog in (/var/www/glpi/vendor/monolog/monolog/src/Monolog)
sebastian/diff in (/var/www/glpi/vendor/sebastian/diff/src)
donatj/phpuseragentparser in (/var/www/glpi/vendor/donatj/phpuseragentparser/src/UserAgent)
elvanto/litemoji in (/var/www/glpi/vendor/elvanto/litemoji/src)
symfony/console in (/var/www/glpi/vendor/symfony/console)
scssphp/scssphp in (/var/www/glpi/vendor/scssphp/scssphp/src)
laminas/laminas-mail in (/var/www/glpi/vendor/laminas/laminas-mail/src/Protocol)
laminas/laminas-mime in (/var/www/glpi/vendor/laminas/laminas-mime/src)
rlanvin/php-rrule in (/var/www/glpi/vendor/rlanvin/php-rrule/src)
blueimp/jquery-file-upload in (/var/www/glpi/vendor/blueimp/jquery-file-upload/server/php)
ramsey/uuid in (/var/www/glpi/vendor/ramsey/uuid/src)
psr/log in (/var/www/glpi/vendor/psr/log/Psr/Log)
psr/simple-cache in (/var/www/glpi/vendor/psr/simple-cache/src)
psr/cache in (/var/www/glpi/vendor/psr/cache/src)
league/csv in (/var/www/glpi/vendor/league/csv/src)
mexitek/phpcolors in (/var/www/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors)
guzzlehttp/guzzle in (/var/www/glpi/vendor/guzzlehttp/guzzle/src)
guzzlehttp/psr7 in (/var/www/glpi/vendor/guzzlehttp/psr7/src)
glpi-project/inventory_format in (/var/www/glpi/vendor/glpi-project/inventory_format/lib/php)
wapmorgan/unified-archive in (/var/www/glpi/vendor/wapmorgan/unified-archive/src)
paragonie/sodium_compat in (/var/www/glpi/vendor/paragonie/sodium_compat/src)
symfony/cache in (/var/www/glpi/vendor/symfony/cache)
html2text/html2text in (/var/www/glpi/vendor/html2text/html2text/src)
symfony/css-selector in (/var/www/glpi/vendor/symfony/css-selector)
symfony/dom-crawler in (/var/www/glpi/vendor/symfony/dom-crawler)
twig/twig in (/var/www/glpi/vendor/twig/twig/src)
twig/string-extra in (/var/www/glpi/vendor/twig/string-extra)
symfony/polyfill-ctype not found
symfony/polyfill-iconv not found
symfony/polyfill-mbstring not found
symfony/polyfill-php80 not found
symfony/polyfill-php81 not found
symfony/polyfill-php82 in (/var/www/glpi/vendor/symfony/polyfill-php82)
league/oauth2-client in (/var/www/glpi/vendor/league/oauth2-client/src/Provider)
league/oauth2-google in (/var/www/glpi/vendor/league/oauth2-google/src/Provider)
thenetworg/oauth2-azure in (/var/www/glpi/vendor/thenetworg/oauth2-azure/src/Provider)

LDAP directories
 
LDAP is active

SQL replicas
 
Not active

Notifications
 
Way of sending emails: SMTP+OAUTH (*****@****@smtp.*****.***)

Mails receivers
 
Name: '*****' Active: Yes
	Server: '{******/imap-oauth-1/ssl/debug}INBOX' Login: '******' Password: Yes
Name: '****' Active: Yes
	Server: '{******:143/imap/validate-cert/tls}INBOX' Login: '*****' Password: Yes"

Anything else?

No response

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[cedric-anne]

Hi,

Please provide requested information (GLPI setup information, list of plugins, ...).

[paro57]

Hi, i edited my post and added the GLPI setup information
and here is the list of plugins :
Plugins list

formcreator          Name: Form Creator                   Version: 2.13.7     State: Enabled                                 
	Install Method: Marketplace
oauthimap            Name: Oauth IMAP                     Version: 1.4.3      State: Enabled                                 
	Install Method: Marketplace
mreporting           Name: Plus de rapports               Version: 1.8.2      State: Enabled                                 
	Install Method: Marketplace

Thank you !

[cedric-anne]

What is the content of the corresponding ticket template ?

[paro57]

[paro57]

Tell me if you need more informations. Thank you for your help !

[paro57]

before i screenshoted the Mandatory fields, i deleted " description" by mistake .but i added it after. So on my mandatory fields i had Description, title .. etc. Everything i need. But i dont appear in my ticket

[arthurrschaefer]

@paro57 there's no predefined fields on your screenshots. Usually this is where we put the data we want to be filled up when the recurring ticket gets this template.

Try filling some fields up on predefined fields.

Mandatory is, when the template is used, the system obligates the person to add data to the mandatory fields.

[cedric-anne]

Recurrent tickets are created using predefined fields. You should try to set a predefined title, description, and so on. It should fix your issue.

[paro57]

Thank you guys but unfortunelly i added ( title, description, status and technician ) in Predefined fields but i have the same result. I did another test and the ticket was empty

[arthurrschaefer]

Is there content in these, or did you create it in the blank?

[stonebuzz]

Hi @arthurrschaefer
I don't reproduce on my side

[paro57]

I created it in the blank because i wanted the title and the description of the recurring ticket. And not a predefined title and description.
Now i tried to add content :

[paro57]

@stonebuzz ^^ we did the same

[stonebuzz]

@arthurrschaefer

you should test with the latest GLPI version (10.0.10)

[paro57]

@stonebuzz you're also experiencing the problem? so the problem is common to everyone on GLPI 10.0.10 ?

[stonebuzz]

@paro57

I do not reproduce, the ticket generated contains my predefined title and my predefined description

[paro57]

Yes me too. But i wanted that the ticket contains the title and the description of the recurring ticket itself, when i created it. here is the screenshot of the creation of the ticket. Like you can see i had a title and a description

[stonebuzz]

This is not how it works: the recurring ticket uses the template data.

[arthurrschaefer]

@arthurrschaefer

you should test with the latest GLPI version (10.0.10)

Everything is working fine at 10.0.10 here. I can't reproduce.

I believe it's a misunderstanding of the way the functionality works.

@paro57

@stonebuzz has described how it works. If you need more data, please consider these two other resources.

https://glpi-user-documentation.readthedocs.io/fr/latest/modules/overview/templates.html?highlight=ticket%20template#ticket-templates
https://glpi-user-documentation.readthedocs.io/fr/latest/modules/assistance/tickets/recurrentticket.html

[github-actions]

This issue has been closed as we only track bugs here.

You can get community support on forums or you can consider taking a subscription to get professional support.
You can also contact GLPI editor team directly.

[paro57]

Thank you guys for your help.. Its a little bit weird that when i add a description and a title in my recurring ticket it don't appear but the title and the description of the template apppear ... but ok i will do with it. Thanks for your help guys !