Forum GLPI-Project

maciej.majcherek

Member

Registered: 2016-02-25

Posts: 19

GLPI Tickets for two diffrent groups

Hello,

I need information if it is possible to create two different groups or any suggestions how to handle two types of tickets.
One for IT (help-desk) and second one for different department handling tickets, and they don't see each others tickets.

I was thinking is that possible by creating two diffrent e-mail address.

BestRegards
Maćko.

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: GLPI Tickets for two diffrent groups

I wanted this in past and i did not have a solution but i think me or in the case you can do this with a second entity.

Entity IT (admin are technicians) - Entity Finance (finance people are technicians)

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maciej.majcherek

Member

Registered: 2016-02-25

Posts: 19

Re: GLPI Tickets for two diffrent groups

I wanted this in past and i did not have a solution but i think me or in the case you can do this with a second entity.

Entity IT (admin are technicians) - Entity Finance (finance people are technicians)

First of all thank you for reply.

I have one question when i create new entity how to separate tickets from IT and Finance ?

maybe i should do this:

Administration > Rules > Rules for assigning a ticket created through a mails receiver > and add new one similar to root rule, but with pattern ? [Criteria - Subject email header > contains  [F] ] > [ Actions >  Entity > Assign > Finance ]

and put it above root rule ?

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: GLPI Tickets for two diffrent groups

You must have 2 entities to separate your tickets.
For ticket created by mail, you can have 2 collectors with different addresses and these addresses are use in rule to affect ticket in the correct entity

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