Forum GLPI-Project

EctoBoggan

Member

Registered: 2023-09-14

Posts: 3

Asking for tickets event notification clarification

Greetings,

We have a huge problem when it comes to tickets event notifications : Our technicians don't know when a customer answered their ticket (they have to check EACH ticket in order to see if they got an answer by the customer).

Exemple :

1. The customer writes an email to our support -> The customer receives an email back saying "Creation of the ticket : OK".
2. Someone assigns the ticket to a technician via GLPI -> The Technician receives an email saying "You got a new ticket".
3. The technician gives an answer to the ticket via GLPI -> The customer receives an email saying "You got an answer from the Technician".
4. The customer gives an answer to the ticket by replying to the mail -> The Technician receives an email saying "The customer answered".

Repeat 3 and 4 until :
5. The technician closes the ticket -> the customer receives an email saying "Ticket closed".

For now, the point 4 is the problem.

The question is : Is there an event that makes the difference between the ticket customer's response and the ticket technician's response?

I'm constantly confused by these three events :
- Update of a ticket
- Update of a Followup
- New Followup

Of couse I found nothing in the documentation.

Could you please give me a link where I could find more info about events OR which events you would use for point 3 and 4 ?

Thanks a lot for reading me, i'll be glad to give you more info if needed,

Have a nice day.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Asking for tickets event notification clarification

No. If anyone adds a followup, it sends the notification for a new followup. The only exception is your technicians have the ability to disable receiving notifications for their own actions in their user profiles. This would keep them from receiving an email about followups they themselves added.

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EctoBoggan

Member

Registered: 2023-09-14

Posts: 3

Re: Asking for tickets event notification clarification

Interesting, thanks you