Tickets and rules

amats · 2012-07-11 10:15:08

Greetings to everyone from Greece,

and congrats for your effort creating such a usefull tool for ITs.

I would like to make a couple of questions concerning the tickets system. I have setup an email POP account helpdesk@company.gr, everything works , notifications, receivers, rules and bussiness rules to bring everything in the right place and an email from a client opens a new ticket as it should.

1) Can an administrator self-assign,solve, add a solution to a specific ticket, just by replying on the ticket's creation notification email ??
2) In the bussiness rules I have also noticed that when i select "assign on techinician" users that doesn't have techician authority appear in the list. I checked on the users and they don't have such privilages (like "Technicians") but they are Directors of departments. Is this the explanation???

Please i am desperate plus that my collegues will kill me for the thousands of email they are receiving t while testing the rules. Any guidance, tip, help or pointing to some tutorials will be really helpfull.

best regards,
Athanasios Matsoukas

danh · 2012-07-11 14:53:51

2) This can be changed in the profile under Assistance --> To be in charge of a ticket :

remi · 2012-07-11 15:33:09

1/ No

Forum GLPI-Project

Announcement

#1 2012-07-11 10:15:08

Tickets and rules

#2 2012-07-11 14:53:51

Re: Tickets and rules

#3 2012-07-11 15:33:09

Re: Tickets and rules

Board footer