By Field Is The Same From Actor (Requester), When Via Email

morvanbr · 2015-06-01 16:29:44

Hi. When via email, By and Actor are same person, i. e., repeated. Is this correct or 'By' ought be person who is tacking care (fulfilling) the ticket?. We tried to find respective fields at DB structure, to discover something, no success. Somebody to extricate it, please. It contains illustrative image, embedded, bellow.

yllen · 2015-06-02 15:38:56

By is the redactor of the ticket
Requester is the person concerning by the ticket.

When a ticket is opened by e-mail, we don't know the requester, only the redactor (from of the e-mail), so requester and By fields are the same.

morvanbr · 2015-06-02 21:21:52

Hi. Sorry. I think By is related to who is transacting Ticket (I can be, though, wrong!). Requester must be, hence, who has the pledge (identified via self email).
To keep you informed, our ver. is 85.4.

yllen · 2015-06-04 11:22:32

GLPI need to have the requester to know in which entity create the ticket.
If we only fill redactor field (By), all ticket will be create in root entity.

So, you are right, By and Requester can be different, but by e-mail we can't know. But your technician can change the requester when it qualify the ticket

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#1 2015-06-01 16:29:44

By Field Is The Same From Actor (Requester), When Via Email

#2 2015-06-02 15:38:56

Re: By Field Is The Same From Actor (Requester), When Via Email

#3 2015-06-02 21:21:52

Re: By Field Is The Same From Actor (Requester), When Via Email

#4 2015-06-04 11:22:32

Re: By Field Is The Same From Actor (Requester), When Via Email

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