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Topic: tickets approval procedures in GLPI

a base user open new ticket, we hope this ticket first get approval by manager,  the manager can receive this information via his/her mailbox (first procedure), and then the manager re-assign this ticket to next related responsible person such as IT (second procedure), IT also can get this information via mailbox, then can close this ticket when the case be fixed.

My issues is how to set up multiple different person mailbox in GLPI? when some change be updated, the related person can receive this information through their mailbox which setup already in GLPI?

Thank you so much!

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Re: tickets approval procedures in GLPI

Hello,

I think you should create rules for your process and use ticket template.

create a template with a category predefined
create category xxx
create ticket template with the same name xxx
assign the template to the category
create the rule criteria is category xxx and action send approval to manager groupe or user
add notification to the ticket updating in notification template

Yannick

Prod : GLPI 9.2 - Windows 2012 R2 - IIS 8.5 - Mariadb 10.1 - PHP 7.12 - Fusion 2.3.19
Certifié ITIL V3, PMP