You are not logged in.

Announcement

 Téléchargez la dernière version stable de GLPI      -     Et vous, que pouvez vous faire pour le projet GLPI ? :  Contribuer
 Download last stable version of GLPI                      -     What can you do for GLPI ? :  Contribute

#1 2017-08-01 12:13:39

daraone.phornn
Member
Registered: 2017-08-01
Posts: 3

Auto create multiple ticket from group email

I have an email group (helpdesk@example.com--> point to only one mailbox), this group of mail contents 3 person:
1. System team
2. Support team
3. Network team

Is it possible that GLPI can create 3 tickets from one mailbox of my group email?

Offline

#2 2017-08-01 12:32:16

grajek
Member
Registered: 2015-03-16
Posts: 72

Re: Auto create multiple ticket from group email

I don't understand your need: why do you want 3 different tickets with the same content?


GLPI 9.5.1 CentOS

Offline

#3 2017-08-02 03:28:07

daraone.phornn
Member
Registered: 2017-08-01
Posts: 3

Re: Auto create multiple ticket from group email

Because I want to separate the ticket to the three member of group email that content one mailbox.

As I check GLPI can do as follow process flow:

Technician work with End user ---> Mailbox   --> GLPI Server --> create 1 ticket

Last edited by daraone.phornn (2017-08-02 04:02:39)

Offline

#4 2017-08-02 11:11:32

grajek
Member
Registered: 2015-03-16
Posts: 72

Re: Auto create multiple ticket from group email

I still don't get it. Suppose end user has a problem with network connection. He sends an e-mail to helpdesk@example.com saying "Help! I can't watch my favourite Youtube channel - computer says network error."
GLPI creates 3 tickets and assigns them to System, Support and Network. What next, System and Support delete their tickets? Can't you just assign a single ticket to suitable group of technicians based on subject?


GLPI 9.5.1 CentOS

Offline

#5 2017-08-02 11:31:45

daraone.phornn
Member
Registered: 2017-08-01
Posts: 3

Re: Auto create multiple ticket from group email

Thank @grajek for reply. Please could you check this video tutorial: http://glpi-project.org/spip.php?article317

And please could you focus on flow: Helpdesk and mailgate

And please help to tell me about this purpose of this point.

Offline

#6 2017-08-02 15:19:36

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Auto create multiple ticket from group email

The mail collector create only one ticket by mail.
Il you want more you can clone ticket (with Behaviors plugin)


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)

Offline

Board footer

Powered by FluxBB