Forum GLPI-Project

soat

Member

Registered: 2023-09-12

Posts: 7

Reply from GLPI

Hello,

Am newly configuring GLPI and i want to ask if it is possible to reply directly from GLPI and the answer can reach the user email.
if yes how to do?

thanks in advance.

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

Hello,

You must configure email notifications. (Setup > Notifications >Email followups configuration )

Then you configure the Add Followup notification.(Setup > Notifications >Notifications )

Sincerely

Last edited by lecortex (2023-09-12 17:41:31)

soat

Member

Registered: 2023-09-12

Posts: 7

Re: Reply from GLPI

hello,
Thank you for reply.
i did that but am asking if i can directly answer in glpi interface and my reply will be sent by email to the destination email.
did you understand my needs?

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

Yes, if you respond directly in glpi, a notification will be sent by email to the email of the user who opened the ticket. (if he has an email address configured in his glpi profile).

in the notification configuration you must choose the recipient of the notification.( section "Recipients")

check in "Administration > Notification queue"   if you have any pending notifications  and queuednotification is active in " Setup > Automatic actions "

When you create a ticket, do you receive an email?

soat

Member

Registered: 2023-09-12

Posts: 7

Re: Reply from GLPI

yes can we add the reply content in notification so the user can see the reply in his email without access to his glpi account?

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

yes, when you configure "Add Followup notification" choose Template ( clic on the template or add template ) > Template translations > Default Translation and modify  Email HTML body or Email text body with tag ( ##ticket content## for exemple).  the list of tags is available at the top of the page.

soat

Member

Registered: 2023-09-12

Posts: 7

Re: Reply from GLPI

many thanks for all details.
the last thing i have an issue when user reply the ticket by email the content is empty.
Sorry i can't add an attach file or url in this topic to give you more details

Last edited by soat (2023-09-13 10:29:36)

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

OK,

There is no follow-up or an empty follow-up?

In configuration "Setup > Notifications Email >  Email followups configuration" , the "Reply-To address " is the same adress of colector Mail server ?

soat

Member

Registered: 2023-09-12

Posts: 7

Re: Reply from GLPI

As i understand unkown users can create ticket by mail but can't follow-up using mail reply.
is that right?

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

In the ticket if the requester is email adress ( when anonymous open ticket by mail) or one user with email in profil , notifications are sent.

when the user does not have email followup, the bell is white.

Last edited by lecortex (2023-09-13 14:22:05)

soat

Member

Registered: 2023-09-12

Posts: 7

Re: Reply from GLPI

let me explain the case may be it will be more clear.
A non subscribe user (don't have glpi account) open a ticket by sending an email and every thing is ok.
Now the ticket was created and an agent reply to the ticket, an email notification is sent to the user.
Now the user (don't have glpi account) add new reply to the ticket from his email, this new reply will be empty in GLPI.

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

I test on my environement :

A non subscribe user (don't have glpi account) open a ticket by sending an email and every thing is ok.

same behavior

Now the ticket was created and an agent reply to the ticket, an email notification is sent to the user.

same behavior

Now the user (don't have glpi account) add new reply to the ticket from his email, this new reply will be empty in GLPI.

in my glpi , the user (not having a glpi account) adds a response to the email this is not supported
When the collector processing an email, it does not process the response and moves the email to refused mail archive folder.

you have the same behavior or you have this :

lecortex

Member

Registered: 2021-01-14

Posts: 96

Re: Reply from GLPI

Ok,

for authorized anonymous followsups go to  Setup > General > Assistance > Allow anonymous followups (receiver) set to yes

soat

Member

Registered: 2023-09-12

Posts: 7

Re: Reply from GLPI

thank you for your assist.