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Hello,
What I would like to do seems simple in concept, but I have been unable to make it work properly. I would like to created a separate ticket queue for only a few specific users. I currently have opening a ticket by email working and assigning the ticket to a different entity based on the email receiver. What I can't figure out is how to only notify a certain subset of my users of ticket actions on that entity. How do I set this up?
CentOS 6.9
GLPI v 9.1.6
EDIT: Request Tracker for the win.
Last edited by ejbcomp (2017-08-22 21:17:11)
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You don't know how to assign ticket by the system or ?
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
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GLPI 9.3.3
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I guess I can make this clearer. If someone emails outages@company.com I want to assign the ticket opened by that email to a group called outages and only notify specific users and I want this to happen automatically.
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you want assign a technician group with 5 members and only 2 should get email this is not possible.
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
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GLPI 9.3.3
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No. I want tickets opened by emailing outages@company.com to only go to a specific group. Not part of a group.
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Go to
- Home
- Administration
- Rules
- Business rules for tickets
Create a new one
https://i.imgur.com/7imHEfI.png
Last edited by KKAdmin (2017-08-21 19:07:33)
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
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GLPI 9.3.3
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I do not have that option under rules.
I have
Rules for assigning an item to an entity
Rules for import and link computers
Rules for assigning a ticket created through a mails receiver
Authorizations assignment rules
Rules for assigning a category to software
Transfer
Blacklists
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Hmmm......seems I needed to edit my profile. I now have that option. Hopefully this works. Thank you for your help.
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I've gotten assignment to the group working, but they do not receive notifications.
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I cannot get the system to notify my outages group. I have created the group and added members. I am using business rules to assign tickets received by that email receiver to the outages group. None of the members receive notifications. I'm not sure what else I need to do to set this up.
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Hi
1) Make sure the group is enabled for notification (option CAN BE NOTIFIED set to yes in the first group tab)
2) Ensure you have setup a notification (setup -> Notification-> Notifications) when opening a ticket. You should check the "new ticket" notifications and verify that "group in charge of the ticket" is listed in the recipiets option
HTH
Luca
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