Automatic followup email

clutch69rs · 2023-10-27 17:57:02

Hi, we are on 10.0.10. We have a business rule configured that if a ticket is submitted after hours, an automatic followup is added to the ticket.

Business rule critera
1. Creation date is working hour in a calendar is After-Hours (we have two calendars: one Business Day, one After Hours)

Actions
1. Followup template = After Hours Support

This rule automatically adds a followup to any ticket that is submitted during the after-hours calendar, and the followup is visible in the ticket. All good. But that followup is not emailed to the requestor, as a normal ticket followup is. Is there a way the followup can also be emailed? In other words, can the automatic followup behave just as the normal followup does?

clutch69rs · 2023-10-29 21:43:10

The same problem applies to business rules that use a solution template. The solution template text is posted to the ticket, but nothing is emailed to the requester. In our case this makes both the automatic solution and automatic followup business rules useless (our 500 users communicate with GLPI solely via email). Could this function (email notification to the requestor on automatic solutions/followups) be developed if we funded it? If not, I'm afraid we'll need to adopt a different helpdesk solution. It's frustrating that regular followup and solution notifications are emailed to the requestor while followup and solution templates triggered by a business rule result in no email notification.

clutch69rs · 2023-11-15 01:11:48

Anyone have any advice?

cconard96 · 2023-11-15 01:48:20

As far as I know, it should already send the followup content in the new ticket notification if the followup is added by a rule.
I suggest checking that the "New Ticket" notification is using the "Tickets" template rather than "Tickets (Simple)" in Setup > Notifications > Notifications.

clutch69rs · 2023-11-17 21:48:07

Hi cconard96, it seems I was operating under the incorrect assumption that followups fired by business rules would be sent in their own email notification, as normal followups are. We weren't using the ##followups## tag in our new ticket notification, but I added it and tweaked the business rule, and it works. Thank you so much for the help!

cconard96 · 2023-11-17 22:43:35

Rules in GLPI aren't like a workflow with distinct steps. Instead it modifies the data being used to create or update an item. When you have a rule that adds a followup to a new ticket, the simplified process is:
1. Get fields from the user
2. The provided fields are passed to the business rules engine
3. Rule adds the followup data to the ticket fields
4. The ticket itself is created
5. The followup is created when it sees that there is followup data present
6. A notification is sent for the new ticket

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#1 2023-10-27 17:57:02

Automatic followup email

#2 2023-10-29 21:43:10

Re: Automatic followup email

#3 2023-11-15 01:11:48

Re: Automatic followup email

#4 2023-11-15 01:48:20

Re: Automatic followup email

#5 2023-11-17 21:48:07

Re: Automatic followup email

#6 2023-11-17 22:43:35

Re: Automatic followup email

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