ticket via email - reply email change status to new

jazzbabariba · 2018-11-19 23:52:52

Hi,

GLPI 9.3.2.
Problem: By answering an email, the user changes the status for "new".

Log:
255 2018-11-19 22:01 pz (17) Status Change New to Pending
244 2018-11-19 21:54 cron_mailgate Followup Add an item: Followup (7)
243 2018-11-19 21:54 cron_mailgate Status Change Pending to New
242 2018-11-19 21:54 cron_mailgate Take into account time Change 10 minutes to 25 minutes
241 2018-11-19 21:49 pz (17) Status Change New to Pending
233 2018-11-19 21:38 cron_mailgate Followup Add an item: Followup (6)
232 2018-11-19 21:38 cron_mailgate Status Change Pending to New
231 2018-11-19 21:38 cron_mailgate Take into account time Change 5 minutes to 10 minutes
230 2018-11-19 21:33 pz (17) Last edit by Change (0) to pz (17)
229 2018-11-19 21:33 pz (17) Status Change New to Pending

Can we do something with that?

Thanks in advance,

LaDenrée · 2018-11-20 00:40:37

are there any assigned technicians or groups in charge for these tickets ?

jazzbabariba · 2018-11-20 00:49:19

LaDenrée wrote:

are there any assigned technicians or groups in charge for these tickets ?

No, just normal ticket.
Only Requester.

LaDenrée · 2018-11-20 08:15:10

New means not assign
In ptogress means assign To à Tech or à group.

I think glpi updates status according To this rule.

Forum GLPI-Project

Announcement

#1 2018-11-19 23:52:52

ticket via email - reply email change status to new

#2 2018-11-20 00:40:37

Re: ticket via email - reply email change status to new

#3 2018-11-20 00:49:19

Re: ticket via email - reply email change status to new

#4 2018-11-20 08:15:10

Re: ticket via email - reply email change status to new

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