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#1 2019-02-07 12:24:10

miroslaw.labuz
Member
Registered: 2019-02-07
Posts: 2

Email Notifications separation

Hello,

I am new to GLPI and just figuring the ins and outs of it.

We are one company decided into 3 (have been merged recently) and each of the merged companies have it's own IT.

We use common GLPI implementation (1 server).

We are facing a challenge to separate the email notifications in a way that when user from Company 1 creates a ticket via email only the IT techs form company 1 get notified.

We have the following config:

User Company 1 ----> Receiver Company 1 ----> Ticket Created ----> Techs in Company 1,2,3 notified
User Company 2 ----> Receiver Company 2 ----> Ticket Created ----> Techs in Company 1,2,3 notified
User Company 3 ----> Receiver Company 3 ----> Ticket Created ----> Techs in Company 1,2,3 notified

But would like the following:

User Company 1 ----> Receiver Company 1 ----> Ticket Created ----> Techs in Company 1 notified
User Company 2 ----> Receiver Company 2 ----> Ticket Created ----> Techs in Company 2 notified
User Company 3 ----> Receiver Company 3 ----> Ticket Created ----> Techs in Company 3 notified

I can't see a way to do it with the standard GLPI interface.

Perhaps someone had similar and would like to share some solutions.

Much appreciate.

Mirek

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#2 2019-02-07 15:06:43

LaDenrée
HELPER
Registered: 2012-11-19
Posts: 4,354

Re: Email Notifications separation

do you use entities ?
then, if each company is associated to an entity , you can set notifications for each entity.

2nd way :
create 3 groups ( G_company1_techs, G_company2_techs,G_company3_techs) that contains tech and can be notified
use business rules to assign ticket to group, according to receiver.
set "assigned group" as email recipient for "new ticket" notification.


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#3 2019-02-07 18:20:48

miroslaw.labuz
Member
Registered: 2019-02-07
Posts: 2

Re: Email Notifications separation

Hello, Many thanks for great help. It works!

I had used the 2nd way setup everything like you described - except the "assigned group" doesn't appear as email recipient - used "Group in Charge of the Ticket".

Thanks again!

Mirek

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