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Hi guys,
I'm to trying to implement some automatic actions regarding ticket with the following business logic:
1. A hotliner creates a tichet. Sometimes he identifies the ticket categories, sometimes not. Also, tickets can be registered through email procedure.
If exists a ticket category I want to assign the ticket and email notify a custom group (let's say 2nd level support team). If not I want to email notify another custom group (1st level support).
2. Define SLA time to resolve and notify manager if not resolved in assigned time.
Can you please guide me how this can be done?
PS: GLPI version 9.4.3
Regards
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