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Hi - I’m trying to set up the Ticket system on GLPI and am running into an issue:
Problem:
When replying to a ‘New Ticket’ email, the requester receives a ‘New Followup’ which only includes their first message and does not show the response to the ‘New Ticket’ email.
When I then log into GLPI and reply using this, the requester receives a ‘New Followup’ email that shows both the response to the ‘New Ticket’ email as well as the latest message using GLPI.
What I expected:
User creates ticket
New ticket email is sent to agents in the IT-Helpdesk group
(Sometimes)A member of the IT-Helpdesk group responds to the ‘New Ticket’ email
The agent response to ‘New Ticket’ is sent to the requester.
[Essentially, I want agents to be able to respond to tickets both by logging into GLPI, but also by responding to the ‘New Ticket’ email]
What happened instead:
User creates ticket
New ticket email is sent to agents in the IT-Helpdesk group
A member of the IT-Helpdesk group responds to the ‘New Ticket’ email
The requested receives a ‘New Followup’ email, but this only contains their own first message.
If an agent then replies to the ticket by signing into GLPI, the requester can see the ‘missing’ response in the email chain.
I am currently using an unmodified copy of the template (HTML + CSS code) from this documentation page latest/modules/configuration/notifications/template_example.html
Technical information:
GLPI 10.0.2
Ubuntu 20.04.4 LTS
Apache/2.4.41
PHP 8.1.8 (cli)
Zend Engine v4.1.8, Zend OPcache v8.1.8
Last edited by CRON-LOVER (2022-07-28 11:29:04)
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Hi
This is solved. See the end of post
h-t-t-p-s://forum.glpi-project.org/viewtopic.php?id=155097&p=2
Offline
Hi
This is solved. See the end of post
h-t-t-p-s://forum.glpi-project.org/viewtopic.php?id=155097&p=2
Much appreciated, thank you. I will check it out when back in the office tomorrow.
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