Unique numbering in email subject

buruguduy · 2019-09-18 08:03:19

Hi,

Been using GLPI for about 3 months now. However, I would like to inquire how to have a unique ticket number in email notification.

In the web portal, we can identify each tickets correctly:
Helpdesk Ticketing with ID Number (Ticket - ID 1)
Problem Management with ID Number (Problem - ID 1)
Change Management with ID Number (Change - ID 1)

However, email notification received contains identical ID number, may it be Helpdesk Ticket, Problem Management or Change Management, for each.

For example,
Helpdesk Ticket 1 is identified (in the subject as) GLPI #0000001
Problem Management 1 is identified (in the subject as) GLPI #0000001
Change Management 1 is identified (in the subject as) GLPI #0000001

The problem is encountered that if I replied to Problem Management 1 or Change Management 1 using email, it goes to the Helpdesk Ticket 1--being the GLPI #0000001.

I would like to change the email subject to capture the correct Ticket category (Helpdesk, Problem or Change Management) so that email replies will not route to Helpdesk ticket alone but to the proper entry.

I do hope that I have stated my problems correctly.

Thanks in advance!

Buruguduy

Last edited by buruguduy (2019-09-18 08:14:08)

buruguduy · 2019-09-18 08:12:18

Okay now, I've noticed that Change and Problem Management does not include the lines:

=-=-=-= To answer by email, write above this line =-=-=-=

=_=_=_= To answer by email, write under this line =_=_=_=

No problem since we are going to be replying to Helpdesk either via email or web portal and for both Change and Problem Management through the webportal only. But still, subject still contains the GLPI #XXXXXXX which is the ID for Helpdesk tickets.

I just hope that this is possible.

With kind regards,

Buruguduy

Last edited by buruguduy (2019-09-18 08:13:21)

buruguduy · 2019-09-24 03:03:04

Hello,

Anyone have any ideas to share?

Thanks!

teguh.umar · 2019-09-24 09:29:11

May be it should be requested as next feature?

buruguduy · 2019-09-24 11:22:45

Maybe it should. When I was first testing it about over 3 months ago, I think I remembered seeing a similar post (and perhaps a request)...just shrugged it off because I was initially just looking for helpdesk.

As it was evident that there is more to GLPI, Problem and Change Management is also possible but it should have its unique ID.

Hopefully, someone has already had worked through this.

NIYALI · 2019-10-18 22:53:32

buruguduy wrote:

Maybe it should. When I was first testing it about over 3 months ago, I think I remembered seeing a similar post (and perhaps a request)...just shrugged it off because I was initially just looking for helpdesk.
As it was evident that there is more to GLP https://omegle.onl/ https://discord.software/ https://xender.vip/] I, Problem and Change Management is also possible but it should have its unique ID.
Hopefully, someone has already had worked through this.

However, email notification received contains identical ID number, may it be Helpdesk Ticket, Problem Management or Change Management, for each.

Last edited by NIYALI (2019-10-20 22:58:36)

rakhwe · 2020-02-19 17:11:31

Did this feature come in new update?

rahulsharma123 · 2020-04-27 08:07:21

NIYALI wrote:

buruguduy wrote:
Maybe it should. When I was first testing it about over 3 months ago, I think I remembered seeing a similar post (and perhaps a request)...just shrugged it off because I was initially just looking for the helpdesk.
As it was evident that there is more to GLP I, Problem and Change Management is also possible but it should have its unique ID.
Hopefully, someone has already had worked through this.
However, email notification received contains identical ID number, may it be Helpdesk Ticket, Problem Management or Change Management, for each.

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#1 2019-09-18 08:03:19

Unique numbering in email subject

#2 2019-09-18 08:12:18

Re: Unique numbering in email subject

#3 2019-09-24 03:03:04

Re: Unique numbering in email subject

#4 2019-09-24 09:29:11

Re: Unique numbering in email subject

#5 2019-09-24 11:22:45

Re: Unique numbering in email subject

#6 2019-10-18 22:53:32

Re: Unique numbering in email subject

#7 2020-02-19 17:11:31

Re: Unique numbering in email subject

#8 2020-04-27 08:07:21

Re: Unique numbering in email subject

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