Forum GLPI-Project

cmatt4440

Member

Registered: 2024-03-05

Posts: 16

Tickets are not given a category automatically when created via email

I would like tickets that are created via email receiver to be granted the "IT Support" category, but I haven't been able to make it work. The category field is just blank and I have to manually assign it for every ticket created through an email receiver.

Here is my business rule Called "Default Rule" and it is active

Default Rule | Add / Update | Mails Receiver > is > [redacted] | Category > Assign > IT Support

I also have the following predefined fields in my Default ticket template:

Predefined fields
	Name             | Value
	Technician Group | IT Support
	Category         | IT Support
	Requester Group  | IT Support

Last edited by cmatt4440 (2024-04-02 15:18:11)

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,809

Website

Re: Tickets are not given a category automatically when created via email

Does the rule appear to work when testing it (The test button on the first tab of the rule)? If so, maybe it is a bug. Which version of GLPI are you using?

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cmatt4440

Member

Registered: 2024-03-05

Posts: 16

Re: Tickets are not given a category automatically when created via email

Does the rule appear to work when testing it (The test button on the first tab of the rule)? If so, maybe it is a bug. Which version of GLPI are you using?

Yes, it does work using the testing utility. I'm running 10.0.12. I went ahead and bounced the server and it appears to be working now; probably just a weird hiccup.