Watcher notices

stoatwblr · 2016-03-08 15:53:03

Possibly a bug, possibly a feature:

If a watcher is defined by email address instead of picking a user from the "known" list, that email address isn't matched back to known users

The result is that the watcher does not get URLs in notifications and if he logs in using his account, does not see the tickets that he's supposed to be watching.

As soon as the email address is replaced with the GLPI user ID, things work as expected.

(It took a while to work out why this was happening..)

yllen · 2016-03-08 19:25:34

Are yours users automaticuly synchtonized with a ldap server?

stoatwblr · 2016-03-09 17:36:17

Yes they are, for local UID and email addresses (departmental)

However they have also adding other email addresses (their institutional address and/or offsite contacts such as gmail) in their personal profile settings.

yllen · 2016-03-11 12:17:28

if you use only email user, you can't have this email back to know users because you don't know he (a first name and a name is not enough for multi users with same name and firstname)
Email user is for user doesn't know in GLPI, so user that can't log in GLPI, so URL is not set.

stoatwblr · 2016-03-11 15:57:15

_I_ know what it's for. The problem is that users don't and even if we train the existing ones, some will not listen - plus there are a steady stream of new arrivals, etc.

The problem exists when people add an email address for "watcher" in the ticket instead of using the "people selector"

It would be "extremely useful" if GLPI attempted to match email addresses against the user database (in addition to the existing matching routines) for the watcher fields - this would save us having to deal with repeatedly filed reports of "GLPI won't let me see a ticket I'm watcher on"

stoatwblr · 2016-03-11 16:03:52

I've just discovered why people are entering email addresses.

When they select a watcher in self-service, only a limited list of users is presented (technicians, or in some cases, nothing at all)

Is there a setting for allowing self-service submitters to have wider selection of watchers?

stoatwblr · 2016-03-11 16:04:51

Additional request: We need watchers to be able to post to the tickets (or allow users to set multiple "requestors")

yllen · 2016-03-11 16:59:28

stoatwblr wrote:

I've just discovered why people are entering email addresses.
When they select a watcher in self-service, only a limited list of users is presented (technicians, or in some cases, nothing at all)
Is there a setting for allowing self-service submitters to have wider selection of watchers?

In self-service users in the dropdown are user of groups of the creator of the ticket

yllen · 2016-03-11 17:00:44

stoatwblr wrote:

_I_ know what it's for. The problem is that users don't and even if we train the existing ones, some will not listen - plus there are a steady stream of new arrivals, etc.
The problem exists when people add an email address for "watcher" in the ticket instead of using the "people selector"
It would be "extremely useful" if GLPI attempted to match email addresses against the user database (in addition to the existing matching routines) for the watcher fields - this would save us having to deal with repeatedly filed reports of "GLPI won't let me see a ticket I'm watcher on"

email field is used if you want, only for this ticket, send the notification to another address mail

yllen · 2016-03-11 17:01:59

stoatwblr wrote:

Additional request: We need watchers to be able to post to the tickets (or allow users to set multiple "requestors")

Watcher can only watch the ticket.
If you want that he can do action, it must be requestor of the ticket

stoatwblr · 2016-03-11 19:00:41

yllen wrote:

email field is used if you want, only for this ticket, send the notification to another address mail

People are using the watcher field to add other affected individuals, because they cannot add them as requestors.

The problem is that in the watcher dropdown menu either _no_ users appear or only the helpdesk technicians, so they are entering the email address of the people they want to monitor the ticket.

Forum GLPI-Project

Announcement

#1 2016-03-08 15:53:03

Watcher notices

#2 2016-03-08 19:25:34

Re: Watcher notices

#3 2016-03-09 17:36:17

Re: Watcher notices

#4 2016-03-11 12:17:28

Re: Watcher notices

#5 2016-03-11 15:57:15

Re: Watcher notices

#6 2016-03-11 16:03:52

Re: Watcher notices

#7 2016-03-11 16:04:51

Re: Watcher notices

#8 2016-03-11 16:59:28

Re: Watcher notices

#9 2016-03-11 17:00:44

Re: Watcher notices

#10 2016-03-11 17:01:59

Re: Watcher notices

#11 2016-03-11 19:00:41

Re: Watcher notices

Board footer