Forum GLPI-Project

vhernandez

Member

Registered: 2023-07-05

Posts: 12

Tickets and email notifications

Hello everyone!

I have a situation I would like to resolve. When creating a ticket, it is sent via email to the supervisors (observer), and the ticket is in "new" status. After that, the supervisor assigns the ticket to a technician and changes it to "Processing (assigned)" status. However, when the notification email is sent to the technician, the ticket still shows as "new" When the technician finishes their work and closes the case, the notification email remains in "resolved" status. I am using the tag ##ticket.status## in the notifications.

I would like the notification email to reflect the correct status when the ticket is assigned, rather than keeping it as "new" Is it possible to achieve this?

Thank you very much for your help, and sorry for my poor English.
GLPI 10.0.7

KRP

Member

Registered: 2019-10-08

Posts: 34

Re: Tickets and email notifications

Are you using any IF/ELSE/END statements in the translation?
Can you upload your default translation?

vhernandez

Member

Registered: 2023-07-05

Posts: 12

Re: Tickets and email notifications

thank you so much

BigOreo

Member

Registered: 2024-04-03

Posts: 13

Re: Tickets and email notifications

Hello, did you get any answer for this problem ?

I'm facing a similar problem but with the user in the assigned. When we received a new ticket in the collector an user is assigned by default. I want to notify the technicien when the ticket is assigned to him.
So I've enabled the "New User in Assignees" notification but when we change the technician in the ticket there are still both technicians on the notification (the new one and the default one).

I think that there is some kind of cache in the app and if we haven't clicked on "save" the modifications aren't applied but I haven't found anything to confirm this.

If you've solved your problem I'm really interessed in the solution.

Thanks

KRP

Member

Registered: 2019-10-08

Posts: 34

Re: Tickets and email notifications

I did some testing on my help desk and I believe what you are seeing is normal, at least some of it.

If the [Status] is NEVER changing then there is a different issue but with your described steps the first followup will show Status of New.
eg
*** Your Described Steps ***
1. New ticket, designated recipients receive notice with [Status]=New
2. Ticket is assigned and saved, Email notice [Status]=New, help desk [Status]=Process assigned.
this is because when the ticket is saved, the Status is New which is the point when the email is sent. I am guessing an automated action changes the status after the email is sent and is why you are not seeing the updates status in the email.

*** New Steps ***
If you were to change the order of your steps when assigning (as I did in my tests) the correct Status will be displayed in the notification.
1. New ticket, designated recipients receive notice with [Status]=New
2. [Assigned To] set and the [Status] manually changed to Processing Assigned, THEN saved, the email will show the correct status.

Last edited by KRP (2024-10-09 00:27:21)

vhernandez

Member

Registered: 2023-07-05

Posts: 12

Re: Tickets and email notifications

Thank you! Indeed, as you mentioned, when manually changing the ticket status, the notification email is received with the correct status. However, the official documentation states that the status change occurs "when a technician assigns ticket processing to a group, a technician, or a supplier; the ticket goes to status Processing (assigned).
This would imply that the change should not be done manually.

Furthermore, the subject line of the notification email sent to the technician is correct when the email notification is received (New user in assignees), which utilizes the tag ##ticket.action##. Given these details, I suspect this may be a bug.

thank you very much again!