possible for 'user' to select resolved (y/n) and effect ticket status?

sferrell615 · 2013-01-29 21:49:35

What I want to do, is - when the system administrator changes the ticket status from "processing" to "solved", i want to provide a yes / no option in the automatic email notification (i.e. yes, the problem was solved; no, the problem was not solved) and if the "yes" option is selected then the ticket status changes from "solved" to "closed" and if the "no" option is selected then the ticket status changes from "solved" to "processing".
Can you please tell me if this can be done?
Thanks

Last edited by sferrell615 (2013-03-27 00:12:24)

sferrell615 · 2013-03-26 23:59:56

ok, it is apparent that GLPI does not - by default - provide a link for the user that created a ticket to select resolved (y/n) and have it effect the ticket status BUT IS IT POSSIBLE to incorporate this feature by editing the notification templates?
the reason that this is necessary is because many of our people cannot be on the same network as the GLPI web server so they cannot access the GLPI website to change the status of their tickets.
thanks!

remi · 2013-03-27 07:40:42

How would it be possible it they cannot access the GLPI website ?

danh · 2013-03-27 15:23:37

I am assuming he means a feature to close the ticket by replying to the notification emails.
That way, it goes through email and you would not need access to the actual GLPI website.

sferrell615 · 2013-03-27 16:26:17

yes, that is what i was referring to... through an email response. a method where GLPI recognizes the information in an email that is sent to it (e.g. user email = username@company.com, status = closed, etc.).
while i recognize that a majority of users 'should' be able to select a link, login to the GLPI website, and select a link... a) standard users are lazy b) some users (including anonymous) don't have privileges to access the ticket info (e.g. status, followup) on the GLPI website and c) some users (located at remote locations, etc.) don't have access to the GLPI website.
i realize that this would take some effort... i am simply curious if this 1) something that is possible with the current GLPI if changes are made to the notification templates and b) is this something that GLPI could incorporate into future builds?
thanks for your replies.

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#1 2013-01-29 21:49:35

possible for 'user' to select resolved (y/n) and effect ticket status?

#2 2013-03-26 23:59:56

Re: possible for 'user' to select resolved (y/n) and effect ticket status?

#3 2013-03-27 07:40:42

Re: possible for 'user' to select resolved (y/n) and effect ticket status?

#4 2013-03-27 15:23:37

Re: possible for 'user' to select resolved (y/n) and effect ticket status?

#5 2013-03-27 16:26:17

Re: possible for 'user' to select resolved (y/n) and effect ticket status?

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