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Hi All,
Somthing I'm trying to figure out in 0.72.3 (maybe fixd in 0.72.4 ?)
A user creates a ticket.. and I need a manager signoff on this ticket.
So at present, I forward the ticket by Outlook as an attachement to the manager, keeping the subject, CCing GLPI, and ask them to reply-all.
The manager replies (yes/no), and this is added ok into GLPI, and into that ticket.
However theres one problem. Sometimes the manager hits "reply" intstead of "reply-all", and therefore GLPI isn't copied.
To try and stop this from happening, I wanted to send emails FROM GLPI to the manager, so that if they hit "reply" then its the helpdesk that they reply to.
The problem is, that when I do this, and GLPI processes the email, even though the subject contains the original ticket number, it creates a new one again, just for that one message. I'm not sure why this is.
Subject line becomes, eg: [GLPI #0002855] New ticket - FW: [GLPI #0002854] New ticket - test in 1
I'd love to have a better way of doing this, but I can't see how, as different managers have to sign-off on different things (so a group manager wouldn't work).
Any ideas?
GLPI 0.83.91/CENTOS5 - OCS 1.01/Win2003
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version 0.78 has an approval feature. Meh.
Now using 0.78.1 on CentOS.
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