GLPI — Awesome IT Ticketing (if you speak french)

Despite Chrome’s admittedly fantastic automatic translations for other languages, software written in other language is still tough to grasp.

Let me restart — GLPI is an open-source ticketing tool created for IT Ticketing. And it’s not bad. There’s tons of customizations you can make, and (of course) — the code is published and available, so you can break down how pages are displayed and how data is processed.

Some issues I’ve seen:

1. Time-stamps on the platform OS is correct, but php/apache’s time is wrong.

GLPI used to have an interface where you could update the time and time-zone of php’s embedded time-keeping mechanism. I haven’t been able to find it. To fix this issue, I searched and found a post by Nokia390 here:
Open the php.ini configuration file

vi /etc/php5/php.ini

Update the following line. Note: You can find all supported syntax for time-zones here.

date.timezone = Europe/Lisbon

Restart the apache service to reload the php.ini file

service httpd restart

2. GLPI receivers just will NOT pull email from email inbox

Our Exchange version: 2010
There are some pre-reqs for our Exchange version — 2010.
* You need to start either the IMAP4 or POP3 service on Exchange. These are the only supported way to pull email from an inbox.
* Verify the user inbox you’re utilizing allows email to be pulled with your chosen protocol — we made sure IMAP4 was enabled (the default on our system)

Reading through the GLPI wiki, you’d think setting up an email scrape would be really easy. And it was… once I found my way around the completely undocumented problem I hit.

Here are our example values:

Name (email address): help@(ourdomain).com
Server: (IP of our email server)
Connection Options: IMAP // (BLANK) // TLS // NO-VALIDATE-CERT
Login: help
password: (password for our help user).

I played for hours with different configurations, looked over the (very, very thin) logs, set up different receive connectors with different options, recreated the user account, etc. In short, I drove myself crazy.

Here are the logs I saw:

12–27–2012 23:14
Warning(2): imap_open(): Couldn’t open stream {(server IP)/ssl}INBOX
Backtrace :
/var/www/html/glpi/inc/mailcollector.class.php:833 imap_open()
/var/www/html/glpi/inc/mailcollector.class.php:403 MailCollector->connect()
/var/www/html/glpi/front/mailcollector.form.php:72 MailCollector->collect()

The final, tiny, gotcha? I needed to use the FQDN ahead of the user name. For example, I used this: help
I should have used this: full.fulldomain.com\help

After that update, it immediately synced. *sigh*.

Good luck out there. 
kyler