Forum GLPI-Project

m.dinca

Member

Registered: 2017-01-16

Posts: 13

Email followups handling issues

Hello all,
I am having some issues with email followup configuration.

Case:
Lets say i have a reporter who sent to support and cc'ed his bosses, boss1, boss2.

What i want:
-not to have an automatic email everytime someone hits reply all, as the message already got to everyone, but to add it as a followup.
-the app to send the followup exactly as it received it, with to and cc like this:
to: reporter
cc: boss1, boss2
I had one ticket almost like that, but i think it was a fluke.

At the moment it sends one email to each party of the issue.

Thank you very much

m.dinca

Member

Registered: 2017-01-16

Posts: 13

Re: Email followups handling issues

Ideeas anyone?

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Email followups handling issues

Automatic email was define in GLPI.
What have you define as notification? which recipients? which event?

From GLPI notification if always from administrator of the entity to one user define in the notification as recipient

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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)

m.dinca

Member

Registered: 2017-01-16

Posts: 13

Re: Email followups handling issues

Hello Yllen,

Thank you, i thought i would never get a reply.
I have the email followup active, Add Followup is active, with Ticket template, recipients are Requester and Watcher.
Im not sure i understand what you are saying about the administrator, if all emails are sent from administrator of entity to users? that would be the case, yes, and it sends, but in separate emails, which is not that good for what i need.

Basically what i want it to do is behave like a classical email, you send me an email with people in cc, i want to be able to send a reply to you through GLPI in the same way, with followup or whatever action you have.

eulogy

Member

Registered: 2013-10-11

Posts: 118

Re: Email followups handling issues

Hi, have a look on this plugin "MailAnalyzer" maybe it can solve part of your problem.

Here the link http://plugins.glpi-project.org/#/plugin/mailanalyzer

m.dinca

Member

Registered: 2017-01-16

Posts: 13

Re: Email followups handling issues

Thank you Eulogy, but that doesnt help, that only filters emails in inbox.

The very strange thing is it did it once, on 1 ticket, but i cannot reproduce the settings anymore...