Forum GLPI-Project

Gibraltar

Member

From: Lisboa

Registered: 2023-04-03

Posts: 39

Behaviors and notifications

Hi,

We're still testing GLPI 10.0.7 with Behaviors 2.7.2.
We configured our ticket categories to assign a specific group, so when a user creates a ticket it gets automatically assigned to a technical group. If this group needs to transfer the ticket, they do so changing to another group assigned (and Behaviours is configured to only allow one group and one technician assigned to a ticket).

We also configured some notifications to get emails when a ticket is created and when a ticket is transferred (group change). And this is where we need help.
What is happening is that the notification of a group transfer works ok (the ticket is already created). But when the ticket is first created the technical group gets 2 emails: one from the new ticket notification and another from the new group assigned (I imagine it's because our categories auto assign a group).

Is there anything we can do in order to get only one notification when ticket is created but maintain notification on group transfer?

We have configured:
New ticket notification - type (ticket), Event (new ticket), Recipients (group in charge of the ticket)
Group transfer notification - type (ticket), Event (new group in assignees), Recipients (last group assigned (Behaviours))

It's this last one that's giving us problems. Would be great if this could be set to only notify of new group only if ticket was already created (and not when ticket is created).

Any ideas?

Thanks.