Forum GLPI-Project

michael_domingues

Member

Registered: 2024-03-14

Posts: 3

Tickets through e-mail

Good morning,

I need help with GLPI configuration! How can i configure it so that an email sent, for example, to helpdesk@mycompany.com opens a ticket with the helpdesk technician, and if an email is sent to network@mycompany.com it opens a new ticket, but for the technician responsible for the network.

First of all, thank you everyone, I'm still very new to this!

Sorry for my bad english

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,418

Website

Re: Tickets through e-mail

Create a mail collector (Setup > Receivers) for each mailbox you want to collect emails from.
Then, add Business Rules for Tickets (Administration > Rules > Business Rules for Tickets) for each of the mailboxes where the criteria includes "Mail receiver" which matches the specific receiver and then add an action to assign the related technician/group.

Example:
1. Create mail collector for helpdesk@mycompany.com with the name "Helpdesk".
2. Add a new ticket rule
3. Add criteria "Mail receiver IS Helpdesk"
4. Add action "Technician ASSIGN helpdesk_tech" (replace helpdesk_tech with the user you want assigned)

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
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michael_domingues

Member

Registered: 2024-03-14

Posts: 3

Re: Tickets through e-mail

Thank you so much! It really works like a charm