Event "Not Solved Tickets" not parsing tags

[raregtp]

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

10.0.17

Bug description

Using version 10.0.15, the notification for tickets not solved in X days had been working fine on our weekly notification schedule for this item. After upgrading to 10.0.17, our alert for tickets not closed quick parsing the tags correctly.

Prior to 10.0.17, our code block in the HTML notification template translation looked like this:

<!-- ##FOREACHtickets####IFticket.status=Pending####ELSEticket.status##-->
<tr>
<td width="auto">##ticket.title##
<td width="auto">##ticket.authors##
<td width="auto">##ticket.priority##
<td width="auto">##ticket.status##
<td width="auto">##IFticket.assigntousers####ticket.assigntousers##
##ENDIFticket.assigntousers####IFticket.assigntogroups##
##ticket.assigntogroups## ##ENDIFticket.assigntogroups####IFticket.assigntosupplier##
##ticket.assigntosupplier## ##ENDIFticket.assigntosupplier##
<td NOWRAP width="auto">##ticket.creationdate##
</tr>
<!-- ##ENDELSEticket.status####ENDFOREACHtickets##-->

After updating to 10.0.17, the only way I can get the tags to parse in the above code block is to remove the ##IFticket.status=Pending## and related tags, making the above code block look like this:

<!-- ##FOREACHtickets##-->
<tr>
<td width="auto">##ticket.title##
<td width="auto">##ticket.authors##
<td width="auto">##ticket.priority##
<td width="auto">##ticket.status##
<td width="auto">##IFticket.assigntousers####ticket.assigntousers##
##ENDIFticket.assigntousers####IFticket.assigntogroups##
##ticket.assigntogroups## ##ENDIFticket.assigntogroups####IFticket.assigntosupplier##
##ticket.assigntosupplier## ##ENDIFticket.assigntosupplier##
<td NOWRAP width="auto">##ticket.creationdate##
</tr>
<!-- ##ENDFOREACHtickets##-->

I have tried various combinations of the above, and also tried switching to ##IFticket.storestatus=4## in place of the ##IFticket.status=Pening##, but nothing seems to work at this point. It seems related to the fact that I'm embedding it within a FOREACH block, and I have ran into "embedding" issues in some of our other templates that forced me to be creative on how I built out our templates.

Basically, just need a way for the alertnotclosed notification to allow for excluding pending tickets, or for specifying the ticket status to include. This could be an alert configuraiton option on the automatic action, or it could be a "code" solution in my HTML.....which is what was working prior to 10.0.17.

Relevant log output

Page URL

No response

Steps To reproduce

1. Upgrade or install 10.0.17
2. Make the HTML code for the notification fired by the automatic action "alertnotclosed" like the attached code.
3. Run the alertnotclosed notification

alertnotclosed-ticketnotification.txt

Your GLPI setup information

Information about system installation & configuration

GLPI 10.0.17 ( => /var/www/html/glpi)
Installation mode: TARBALL
Current language:en_US

Server

 

Operating system: Linux somehost.somedomain.org 5.14.0-427.37.1.el9_4.x86_64 #​1 SMP PREEMPT_DYNAMIC Wed Sep 25 11:51:41 UTC 2024

x86_64

PHP 8.3.12 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, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd, openssl,

pcre, pdo_mysql, pdo_sqlite, posix, random, session, shmop, sockets, sodium, sqlite3, standard, sysvmsg, sysvsem, sysvshm,

tokenizer, xml, xmlreader, xmlwriter, xsl, zip, zlib)

Setup: max_execution_time="30" memory_limit="128M" post_max_size="100M" safe_mode="" session.save_handler="files"

upload_max_filesize="100M" disable_functions=""

Software: Apache/2.4.57 (Rocky Linux) OpenSSL/3.0.7 ()

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/129.0.0.0 Safari/537.36

Server Software: MariaDB Server

Server Version: 10.5.22-MariaDB

Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION

Parameters: glpi@127.0.0.1/glpi

Host info: 127.0.0.1 via TCP/IP

PHP version (8.3.12) is supported.

Sessions configuration is OK.

Allocated memory is sufficient.

mysqli extension is installed.

Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter.

curl extension is installed.

gd extension is installed.

intl extension is installed.

zlib extension is installed.

The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.

Database engine version (10.5.22) is supported.

No files from previous GLPI version detected.

The log file has been created successfully.

Write access to /var/lib/glpi/_cache has been validated.

Write access to /var/lib/glpi/_cron has been validated.

Write access to /var/lib/glpi has been validated.

Write access to /var/lib/glpi/_dumps has been validated.

Write access to /var/lib/glpi/_graphs has been validated.

Write access to /var/lib/glpi/_lock has been validated.

Write access to /var/lib/glpi/_pictures has been validated.

Write access to /var/lib/glpi/_plugins has been validated.

Write access to /var/lib/glpi/_rss has been validated.

Write access to /var/lib/glpi/_sessions has been validated.

Write access to /var/lib/glpi/_tmp has been validated.

Write access to /var/lib/glpi/_uploads has been validated.

For security reasons, SELinux mode should be Enforcing.
Web server root directory configuration seems safe.

Sessions configuration is secured.

OS and PHP are relying on 64 bits integers.

exif extension is installed.

ldap extension is installed.

openssl extension is installed.

Following extensions are installed: bz2, Phar, zip.

Zend OPcache extension is installed.

Following extensions are installed: ctype, iconv, mbstring, sodium.

Write access to /var/www/html/glpi/marketplace has been validated.

Timezones seems loaded in database.

GLPI constants

 

GLPI_ROOT: "/var/www/html/glpi"

GLPI_CONFIG_DIR: "/etc/glpi/"

GLPI_VAR_DIR: "/var/lib/glpi"

GLPI_LOG_DIR: "/var/log/glpi"

GLPI_MARKETPLACE_DIR: "/var/www/html/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_TEXT_MAXSIZE: "4000"

GLPI_DOC_DIR: "/var/lib/glpi"

GLPI_CACHE_DIR: "/var/lib/glpi/_cache"

GLPI_CRON_DIR: "/var/lib/glpi/_cron"

GLPI_DUMP_DIR: "/var/lib/glpi/_dumps"

GLPI_GRAPH_DIR: "/var/lib/glpi/_graphs"

GLPI_LOCAL_I18N_DIR: "/var/lib/glpi/_locales"

GLPI_LOCK_DIR: "/var/lib/glpi/_lock"

GLPI_PICTURE_DIR: "/var/lib/glpi/_pictures"

GLPI_PLUGIN_DOC_DIR: "/var/lib/glpi/_plugins"

GLPI_RSS_DIR: "/var/lib/glpi/_rss"

GLPI_SESSION_DIR: "/var/lib/glpi/_sessions"

GLPI_TMP_DIR: "/var/lib/glpi/_tmp"

GLPI_UPLOAD_DIR: "/var/lib/glpi/_uploads"

GLPI_INVENTORY_DIR: "/var/lib/glpi/_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/html/glpi/locales"

GLPI_VERSION: "10.0.17"

GLPI_SCHEMA_VERSION: "10.0.17@bde16719fbd4112f59a9a7d34c66c959bce73434"

GLPI_MARKETPLACE_PRERELEASES: false

GLPI_MIN_PHP: "7.4.0"

GLPI_MAX_PHP: "8.4.0"

GLPI_YEAR: "2024"

Libraries

 

htmlawed/htmlawed version 1.2.14 in (/var/www/html/glpi/vendor/htmlawed/htmlawed)

phpmailer/phpmailer version 6.8.0 in (/var/www/html/glpi/vendor/phpmailer/phpmailer/src)

simplepie/simplepie version 1.5.8 in (/var/www/html/glpi/vendor/simplepie/simplepie/library)

tecnickcom/tcpdf version 6.4.4 in (/var/www/html/glpi/marketplace/pdf/vendor/tecnickcom/tcpdf)

michelf/php-markdown in (/var/www/html/glpi/vendor/michelf/php-markdown/Michelf)

true/punycode in (/var/www/html/glpi/vendor/true/punycode/src)

iamcal/lib_autolink in (/var/www/html/glpi/vendor/iamcal/lib_autolink)

sabre/dav in (/var/www/html/glpi/vendor/sabre/dav/lib/DAV)

sabre/http in (/var/www/html/glpi/vendor/sabre/http/lib)

sabre/uri in (/var/www/html/glpi/vendor/sabre/uri/lib)

sabre/vobject in (/var/www/html/glpi/vendor/sabre/vobject/lib)

laminas/laminas-i18n in (/var/www/html/glpi/vendor/laminas/laminas-i18n/src)

laminas/laminas-servicemanager in (/var/www/html/glpi/vendor/laminas/laminas-servicemanager/src)

monolog/monolog in (/var/www/html/glpi/vendor/monolog/monolog/src/Monolog)

sebastian/diff in (/var/www/html/glpi/vendor/sebastian/diff/src)

donatj/phpuseragentparser in (/var/www/html/glpi/vendor/donatj/phpuseragentparser/src/UserAgent)

elvanto/litemoji in (/var/www/html/glpi/vendor/elvanto/litemoji/src)

symfony/console in (/var/www/html/glpi/vendor/symfony/console)

scssphp/scssphp in (/var/www/html/glpi/vendor/scssphp/scssphp/src)

laminas/laminas-mail in (/var/www/html/glpi/vendor/laminas/laminas-mail/src/Protocol)

laminas/laminas-mime in (/var/www/html/glpi/vendor/laminas/laminas-mime/src)

rlanvin/php-rrule in (/var/www/html/glpi/vendor/rlanvin/php-rrule/src)

ramsey/uuid in (/var/www/html/glpi/vendor/ramsey/uuid/src)

psr/log in (/var/www/html/glpi/vendor/psr/log/Psr/Log)

psr/simple-cache in (/var/www/html/glpi/vendor/psr/simple-cache/src)

psr/cache in (/var/www/html/glpi/vendor/psr/cache/src)

league/csv in (/var/www/html/glpi/vendor/league/csv/src)

mexitek/phpcolors in (/var/www/html/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors)

guzzlehttp/guzzle in (/var/www/html/glpi/vendor/guzzlehttp/guzzle/src)

guzzlehttp/psr7 in (/var/www/html/glpi/vendor/guzzlehttp/psr7/src)

glpi-project/inventory_format in (/var/www/html/glpi/vendor/glpi-project/inventory_format/lib/php)

wapmorgan/unified-archive in (/var/www/html/glpi/vendor/wapmorgan/unified-archive/src)

paragonie/sodium_compat in (/var/www/html/glpi/vendor/paragonie/sodium_compat/src)

symfony/cache in (/var/www/html/glpi/vendor/symfony/cache)

html2text/html2text in (/var/www/html/glpi/vendor/html2text/html2text/src)

symfony/css-selector in (/var/www/html/glpi/vendor/symfony/css-selector)

symfony/dom-crawler in (/var/www/html/glpi/vendor/symfony/dom-crawler)

twig/twig in (/var/www/html/glpi/vendor/twig/twig/src)

twig/string-extra in (/var/www/html/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/html/glpi/vendor/symfony/polyfill-php82)

league/oauth2-client in (/var/www/html/glpi/vendor/league/oauth2-client/src/Provider)

league/oauth2-google in (/var/www/html/glpi/vendor/league/oauth2-google/src/Provider)

thenetworg/oauth2-azure in (/var/www/html/glpi/vendor/thenetworg/oauth2-azure/src/Provider)

LDAP directories

 

Server: 'ldaps://someldaphost.somedomain.org', Port: '636', BaseDN: 'DC=somedomain,DC=org', Connection filter:

'(&(objectClass=user)(objectCategory=person)(memberOf=CN=somegroup,OU=GLPI,OU=Groups,DC=somedomain,DC=org)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))',

RootDN: 'CN=someaccount,CN=Service Accounts,DC=somedomain,DC=org', Use TLS: none

SQL replicas

 

Not active

Notifications

 

Way of sending emails: SMTP+OAUTH (itsupport@somedomain.org@smtp.office365.com)

Plugins list

 

actualtime           Name: ActualTime                     Version: 3.0.0      State: Enabled

Install Method: Marketplace

fields               Name: Additional Fields              Version: 1.21.15    State: Enabled

Install Method: Marketplace

news                 Name: Alerts                         Version: 1.12.4     State: Enabled

Install Method: Marketplace

archisw              Name: Apps structures                Version: 3.0.20     State: Enabled

Install Method: Marketplace

behaviors            Name: Behaviours                     Version: 2.7.3      State: Enabled

Install Method: Marketplace

archibp              Name: Business Processes             Version: 2.0.11     State: Enabled

Install Method: Marketplace

positions            Name: Cartography                    Version: 6.0.3      State: Enabled

Install Method: Marketplace

datainjection        Name: Data injection                 Version: 2.14.0     State: Enabled

Install Method: Marketplace

archidata            Name: Data structures                Version: 1.0.15     State: Enabled

Install Method: Marketplace

dataflows            Name: Dataflows                      Version: 3.0.13     State: Enabled

Install Method: Marketplace

archimap             Name: Diagrams                       Version: 3.3.4      State: Enabled

Install Method: Marketplace

escalade             Name: Escalation                     Version: 2.9.9      State: Enabled

Install Method: Marketplace

footer               Name: Footer                         Version: 1.1.1      State: Enabled

Install Method: Manual

formcreator          Name: Form Creator                   Version: 2.13.9     State: Enabled

Install Method: Marketplace

fpsoftware           Name: FP Software                    Version: 2.0.0      State: Enabled

Install Method: Manual

archifun             Name: Functional Areas               Version: 2.2.11     State: Enabled

Install Method: Marketplace

gappessentials       Name: Gapp Essentials                Version: 2.3.0      State: Enabled

Install Method: Marketplace

glpiinventory        Name: GLPI Inventory                 Version: 1.4.0      State: Enabled

Install Method: Marketplace

mailanalyzer         Name: Mail Analyzer                  Version: 3.2.0      State: Enabled

Install Method: Manual

mfa                  Name: MFA                            Version: 1.0.2      State: Enabled

Install Method: Marketplace

mreporting           Name: More Reporting                 Version: 1.8.6      State: Enabled

Install Method: Marketplace

oauthimap            Name: Oauth IMAP                     Version: 1.4.3      State: Enabled

Install Method: Marketplace

genericobject        Name: Objects management             Version: 2.14.10    State: Enabled

Install Method: Marketplace

pdf                  Name: Print to pdf                   Version: 3.0.0      State: Enabled

Install Method: Marketplace

reports              Name: Reports                        Version: 1.16.0     State: Enabled

Install Method: Marketplace

singlesignon         Name: Single Sign-on                 Version: 1.3.5      State: Enabled

Install Method: Manual

statecheck           Name: Statecheck Rules               Version: 2.4.3      State: Enabled

Install Method: Marketplace

manufacturersimports Name: Suppliers imports              Version: 3.0.9      State: Enabled

Install Method: Marketplace

taskdrop             Name: TaskDrop                       Version: 2.0.0      State: Enabled

Install Method: Marketplace

tasklists            Name: Tasks list                     Version: 2.0.3      State: Enabled

Install Method: Marketplace

timelineticket       Name: Timeline of tickets            Version: 10.0+1.2   State: Enabled

Install Method: Marketplace

trademark            Name: Trademark                      Version: 1.4.1      State: Enabled

Install Method: Manual

vip                  Name: VIP                            Version: 1.8.2      State: Enabled

Install Method: Marketplace

webresources         Name: Web Resources                  Version: 2.0.4      State: Enabled

Install Method: Marketplace

webhook              Name: Webhooks                       Version: 1.0.18     State: Enabled

Install Method: Marketplace

yagp                 Name: YAGP                           Version: 2.3.1      State: Enabled

Install Method: Marketplace

Locales overrides

Anything else?

No response

[raregtp]

Well, as luck would have it, I've found a work-around (but don't know what changed from 10.0.15 to 10.0.17). While making adjustments to the HTML to remove the ##IFticket.status=Pending## code block, I was hoping to just keep it commented and move it in the code. So this:

<!-- ##FOREACHtickets####IFticket.status=Pending####ELSEticket.status##-->
<tr>
<td width="auto">##ticket.title##
<td width="auto">##ticket.authors##
<td width="auto">##ticket.priority##
<td width="auto">##ticket.status##
<td width="auto">##IFticket.assigntousers####ticket.assigntousers##>
##ENDIFticket.assigntousers####IFticket.assigntogroups##
##ticket.assigntogroups## ##ENDIFticket.assigntogroups####IFticket.assigntosupplier##
##ticket.assigntosupplier## ##ENDIFticket.assigntosupplier##>
<td NOWRAP width="auto">##ticket.creationdate##
</tr>
<!-- ##ENDELSEticket.status####ENDFOREACHtickets##-->

was changed to this:

<!-- ##FOREACHtickets##-->
<!-- ##IFticket.status=Pending####ELSEticket.status##-->
<tr>
<td width="auto">##ticket.title##
<td width="auto">##ticket.authors##
<td width="auto">##ticket.priority##
<td width="auto">##ticket.status##
<td width="auto">##IFticket.assigntousers####ticket.assigntousers##
##ENDIFticket.assigntousers####IFticket.assigntogroups##
##ticket.assigntogroups## ##ENDIFticket.assigntogroups####IFticket.assigntosupplier##
##ticket.assigntosupplier## ##ENDIFticket.assigntosupplier##
<td NOWRAP width="auto">##ticket.creationdate##
</tr>
<!-- ##ENDELSEticket.status##-->
<!-- ##ENDFOREACHtickets##-->

Not sure why that would make a difference other than there's an extra carriage return in there....but the tags are still commented out. Either way....would be good to know what changed, but I'm good with this adjustment in my code as it renders the results I was trying to achieve and am used to in the prior GLPI version.

[cconard96]

I tried adding these cases to our automatic tests to verify the templates worked properly, but even the template you specify works doesn't work correctly. I was seeing the IF/ELSE tags in the final notification. I wasn't able to find a template that worked properly at all with IF/ELSE inside FOR tags.