Forum GLPI-Project

uknowx5

Member

Registered: 2016-03-04

Posts: 181

Ticket by Email

Hello, I just configured the creation of a ticket through an email. I have some questions:

1 - How can I make this ticket sent from an email, automatically configure the category and the technician assigned?

2 - Is it possible for someone to respond to a ticket by mail, and that answer reaches your ticket? if this is not done, a ticket is created for each email response.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,167

Re: Ticket by Email

Hi glpi version?

Use business rules  To assign tickets

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uknowx5

Member

Registered: 2016-03-04

Posts: 181

Re: Ticket by Email

my version is 9.2.
How do I create rules for tickets created from an email?

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,167

Re: Ticket by Email

administration>rules>business rules for tickets>[new]
logical operator AND
use for ADD
criteria : request source is email
action category set  MyCategory

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LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,167

Re: Ticket by Email

by default when a user replies to a notification, answer is added to ticket as a followup.

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uknowx5

Member

Registered: 2016-03-04

Posts: 181

Re: Ticket by Email

....
action category set  MyCategory...

I have many categories, how to differentiate one from the other according to the email that arrives?

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,167

Re: Ticket by Email

for each category set a rule whith diffrent category

criterias : ( addd as much criterias as needed)
request source is email
title contains "computer"
action category set  "computer"

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uknowx5

Member

Registered: 2016-03-04

Posts: 181

Re: Ticket by Email

ok I have already configured it. But another problem arises. I have 2 categories, 1 is phone and another is tablet. If in the title of the email the "phone and tablet" , how does difference to what category put?

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,167

Re: Ticket by Email

i would say the second rule overrides the first.

or you can set

title contains phone and title not contains tablet    assign phone
title contains "tablet"  assign tablet

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uknowx5

Member

Registered: 2016-03-04

Posts: 181

Re: Ticket by Email

i would say the second rule overrides the first.

or you can set

title contains phone and title not contains tablet    assign phone
title contains "tablet"  assign tablet

It's not a bad idea, I'm going to configure it and I'll tell you.

Last edited by uknowx5 (2018-05-08 08:23:56)

uknowx5

Member

Registered: 2016-03-04

Posts: 181

Re: Ticket by Email

I've been trying and it's going pretty well. but I have a problem, every time they answer an email, the signature of this person is added to the ticket. How I can avoid this?