You are not logged in.
I have an email group (helpdesk@example.com--> point to only one mailbox), this group of mail contents 3 person:
1. System team
2. Support team
3. Network team
Is it possible that GLPI can create 3 tickets from one mailbox of my group email?
Offline
I don't understand your need: why do you want 3 different tickets with the same content?
GLPI 9.5.1 CentOS
Offline
Because I want to separate the ticket to the three member of group email that content one mailbox.
As I check GLPI can do as follow process flow:
Technician work with End user ---> Mailbox --> GLPI Server --> create 1 ticket
Last edited by daraone.phornn (2017-08-02 04:02:39)
Offline
I still don't get it. Suppose end user has a problem with network connection. He sends an e-mail to helpdesk@example.com saying "Help! I can't watch my favourite Youtube channel - computer says network error."
GLPI creates 3 tickets and assigns them to System, Support and Network. What next, System and Support delete their tickets? Can't you just assign a single ticket to suitable group of technicians based on subject?
GLPI 9.5.1 CentOS
Offline
Thank @grajek for reply. Please could you check this video tutorial: http://glpi-project.org/spip.php?article317
And please could you focus on flow: Helpdesk and mailgate
And please help to tell me about this purpose of this point.
Offline
The mail collector create only one ticket by mail.
Il you want more you can clone ticket (with Behaviors plugin)
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)
Offline