Forum GLPI-Project

tomtom00

Member

Registered: 2016-06-30

Posts: 4

[SOLVED] Notify requester with "Thank You for using helpdesk" message

We would like to send our requesters ThankYou message for using helpdesk, whenever their register ticket by email/website.

I have done:

1.  SETUP > Notifications > Notification template > Created template with greeting text.

2. SETUP > Notifications > Notifications > Created notification  with
Type  Ticket
Notification method   Email
Event   New Ticket
Notification template   temp_name_created_earlier

Recipients   Requester,  Watcher

Active Yes, Child Entities Yes.

And this do not work. 
No message is sent to requester nor watcher ever (ticket registered via email or website).

Any ideas ?

GLPI version  0.90.2

Last edited by tomtom00 (2016-07-15 14:56:13)

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: [SOLVED] Notify requester with "Thank You for using helpdesk" message

In debug mode, open a ticket and look at Debug tab. It lists all notification for all events to all recipients.
Do you see your notification?
Have you a requester or a watcher defined in your ticket?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

tomtom00

Member

Registered: 2016-06-30

Posts: 4

Re: [SOLVED] Notify requester with "Thank You for using helpdesk" message

Thanks for your response !   
Yes, every new ticket has a Requester, which comes by Sender email.
In debug mode there is no notification created by me.
Made a few screenshots. 

Here is whats inside my new notification

And here we see all Notifications for ticket (no Thank You notification)

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: [SOLVED] Notify requester with "Thank You for using helpdesk" message

In Debug tag, you must see email of recipient not his function.
Fo New ticket you must have email in recipient part (like foo@bar.it)
Your requester has an email define in his user form?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

tomtom00

Member

Registered: 2016-06-30

Posts: 4

Re: [SOLVED] Notify requester with "Thank You for using helpdesk" message

Every requester in our system have assigned email address in user form.
Also, registration of tickets via mailgate from unknown requesters are open.
So, every ticket has a requester with assigned email address.

In debug tab I see email, just for privacy purpose I do not post them here.

in Event column "New Ticket Thank You" event should be, right ?

All notify from GLPI system works just fine, like new created ticket, ticket update.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: [SOLVED] Notify requester with "Thank You for using helpdesk" message

Hi
same recipient can not receive 2 notifications for the same event.

i think you allready have a notification for event new ticket, am I right ?

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Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

tomtom00

Member

Registered: 2016-06-30

Posts: 4

Re: [SOLVED] Notify requester with "Thank You for using helpdesk" message

so the work around is:
1.  clone  Notifycation Template.
2. Edit notification to your need.
3. Assign that template just for New Ticket event

Not same what we expected, but it works