Forum GLPI-Project

CTRX

Member

Registered: 2016-05-23

Posts: 11

Make ticket followup via email private by default

Hi guys,

would any of you know of a functionality in glpi (9.2.2), where I can make ticket followups received via mailcollector marked as Private?

Thanks a lot for any suggestions!

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Make ticket followup via email private by default

A private followup is only visible by its author or people affected to it.
An open ticket by mailcollector does not have these information.

So your followup will be invisible for all technicians without right to see all tickets.

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CTRX

Member

Registered: 2016-05-23

Posts: 11

Re: Make ticket followup via email private by default

Thank you for your answer!

CTRX

Member

Registered: 2016-05-23

Posts: 11

Re: Make ticket followup via email private by default

After some digging, please let me rephrase the question.

I understand how followups work when they are Private, however, in my setup I would like to somehow get this functionality:

When a followup is received with these conditions met:

- received via mailcollector
- received from an email not belonging to any user in glpi

The action would then be:

- mark followup as Private

It appears this is an unusual requirement and I wont be able to just configure it, but maybe some of you guys did something like this before.

Thanks a lot!

paulo_pera

Member

Registered: 2022-08-17

Posts: 1

Re: Make ticket followup via email private by default

This feature would be very well received because we're having this demand where for example a third part contractor reply an email and we need to redirect it to a specific ticket where the requester shouldn't read the follow-up. Therefore would be interesting to "create a rule" in "Rules for assigning an item to an entity" or an option to configure the Automatic Action "mailgate" to check the conditions as CTRX mentioned above:

When a mail followup is received via Automatic Action "mailgate" (Administrations >  Receivers) and matches the criteria's:

- "From Email Header" is "user@domain.com";
AND
- "ReceivedSubject Email Header" regular expression matches "\[GLPI\s#\d\d\d\d\d\d\d]";

The action would then be:

- Set the mail followup as Private.