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Incident Resolution - Machine Deletion Error

Applies to: Medulla – GLPI
Version: 5.4.6 or later
Environment:On-Premise
Category: Medulla GLPI

Symptom: Failure to delete a machine in the Medulla interface.

1. Problem Description

When attempting to delete a machine, the operation fails and the application throws an exception related to network connectivity with the GLPI REST API.

Error trace (Application logs):

requests.exceptions.ConnectionError: HTTPConnectionPool(host='HOSTNAME', port=80): Max retries exceeded with url: /apirest.php/initSession (Caused by NewConnectionError('<urllib3.connection.HTTPConnection object at 0x7fbcc6471390>: Failed to establish a new connection: [Errno -3] Temporary failure in name resolution'))

2. Diagnosis & Root Cause

The explicit message [Errno -3] Temporary failure in name resolution indicates that the Medulla server is unable to resolve the hostname (FQDN) configured to access the GLPI API. This is either:

  1. A network configuration or DNS server issue on the Medulla server side.

  2. An incorrect or outdated URL stored in the Medulla database.

3. Verification Procedure

Step 3.1: Permissions in GLPI

  • Ensure that the user configured for the GLPI API has the Super-Admin profile.

  • Verify that this user is assigned tothe Root Entity with recursive permissions enabled.

Step 3.2: Checking the API URL in the Database

Log in to the Medulla MariaDB/MySQL instance and run the following query to retrieve the stored URL:

mysql Admin
MariaDB [Admin]> SELECT setting_name, setting_value FROM saas_application WHERE setting_name = 'glpi_url_base_api';

Expected result:

+-------------------+-------------------------------------------------+
| setting_name      | setting_value                                   |
+-------------------+-------------------------------------------------+
| glpi_url_base_api | https://FQDN/glpi/apirest.php                   |
+-------------------+-------------------------------------------------+

Carefully check theFQDN (domain name) segment contained in the setting_value column.

4. Corrective Actions

  • Scenario A: DNS resolution failure (nslookup does not respond)

    • If necessary, temporarily add a manual test entry to /etc/hosts:

      Plaintext 
      [GLPI_IP_ADDRESS] [GLPI_FQDN]

  • Scenario B: The URL in the database is incorrect

    • Correct the GLPI API address in the saas_application table using the appropriate UPDATE query, replacing it with the valid URL.

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