Forum GLPI-Project

busysd

Member

Registered: 2010-06-22

Posts: 33

(Replies, reopening, and outside sources) Resolved with v0.80

We are running GLPI 0.78.5.
All users in the OU are in GLPI and are assigned to team specific groups as well as site locations.

I have spent some time searching the forums for these answers, but haven't found anything conclusive. My company is very interested in using GLPI if we can get the following features working.

*We need all internal users (original ticket opener or another user involved with ticket) to be able to respond to the automatically generated email sent from GLPI to them and have it create a followup. Currently, each reply creates a new ticket.

*We need a user to be able to reopen a closed ticket so that the issue can continue to be tracked as one item, not separate tickets. This is also for tracking performance of the technician.

*We need tickets NOT to be generated from anyone outside of our domain. The last thing we want is a vendor sending us a quote or a license to get an automated ticket.

All of these items are crucial for us to roll out GLPI company wide.

Can anyone, Developer or forum goer, please advise how to accomplish these tasks in as much detail as possible?

Last edited by busysd (2011-06-15 14:09:35)

busysd

Member

Registered: 2010-06-22

Posts: 33

Re: (Replies, reopening, and outside sources) Resolved with v0.80

Can anyone please assist?

These items are the only thing keeping us from rolling GLPI out at this time.

remi

GLPI-DEV

From: Champagne

Registered: 2007-04-28

Posts: 7,127

Website

Re: (Replies, reopening, and outside sources) Resolved with v0.80

> *We need all internal users (original ticket opener or another user involved with ticket) to be able to respond to the automatically generated email sent from GLPI to them and have it create a followup.

=> native feature.

> Currently, each reply creates a new ticket.
Need more information to help

> *We need a user to be able to reopen a closed ticket so that the issue can continue to be tracked as one item, not separate tickets. This is also for tracking performance of the technician.

email will reopend a "solved" ticket
Starting with 0.80, when ticket is closed, this will create a "linked" ticket

> *We need tickets NOT to be generated from anyone outside of our domain. The last thing we want is a vendor sending us a quote or a license to get an automated ticket.
=> Seems you say 1 thing and its opposite

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busysd

Member

Registered: 2010-06-22

Posts: 33

Re: (Replies, reopening, and outside sources) Resolved with v0.80

> *We need all internal users (original ticket opener or another user involved with ticket) to be able to respond to the automatically generated email sent from GLPI to them and have it create a followup.

=> native feature.

When jsmith@mydomain.com sends an email an auto response is sent from GLPI to them. If they reply to this email, it creates a new ticket. How do you enable the feature so it adds a followup instead of creating a new ticket?

> Currently, each reply creates a new ticket.
Need more information to help

See above

> *We need a user to be able to reopen a closed ticket so that the issue can continue to be tracked as one item, not separate tickets. This is also for tracking performance of the technician.

email will reopend a "solved" ticket
Starting with 0.80, when ticket is closed, this will create a "linked" ticket

Easy enough to not close tickets then. I can have my technicians mark them as resolved instead of closed.

> *We need tickets NOT to be generated from anyone outside of our domain. The last thing we want is a vendor sending us a quote or a license to get an automated ticket.
=> Seems you say 1 thing and its opposite

If we receive an email from jsmith@dell.com, I don't want a ticket created because that email isn't part of mydomain.com. Does this make more sense?

busysd

Member

Registered: 2010-06-22

Posts: 33

Re: (Replies, reopening, and outside sources) Resolved with v0.80

Any ideas?

Last edited by busysd (2011-05-25 18:20:09)

busysd

Member

Registered: 2010-06-22

Posts: 33

Re: (Replies, reopening, and outside sources) Resolved with v0.80

Remi,

I tried to give you more details, can you please assist?

busysd

Member

Registered: 2010-06-22

Posts: 33

Re: (Replies, reopening, and outside sources) Resolved with v0.80

I'm still looking for a resolution for this if anyone can assist.