Forum GLPI-Project

Telecine-Justin

Member

Registered: 2015-03-25

Posts: 106

What are the differences between add follow up & new followup?

I am having difficulties to define how to send out the notifications and am baffled why this is not working.
I have configured "New followup" which i understand as adding a followup from the GLPI gui by pressing the "add new followup" button. Then I have "update followup" which is the email reply from the user. The problem is that my user receives both the new followup and the update followup notification and the technician doesn't.

Could someone assist me in properly configuring GLPI to send an email to the technician when the user replies via email, and then to send a notification to the user only when the technician adds a follow up.

Thanks.

Telecine-Justin

Member

Registered: 2015-03-25

Posts: 106

Re: What are the differences between add follow up & new followup?

seriously? holy shit the amount of views that a ticket gets and a huge lack of response from anyone. This is by far one of the worst support platforms out there just due to the lack of forum and user support.

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: What are the differences between add follow up & new followup?

1. Please search forum and help.
You can change the way of notification works.
Settings -> notification. Followup and change receiver.

2.
I'm not sure if it is design to add a followup from technician. In my opinion technician should use task or solution.

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GLPI 9.3.3

Telecine-Justin

Member

Registered: 2015-03-25

Posts: 106

Re: What are the differences between add follow up & new followup?

1. if i am posting it is because i have already spent time looking through the forums using the search function. but thank you for being an asshole.

2. you have not described what the difference is between the 2 types of notifications, nor is it documented anywhere, nor is it clear.

3. If I am a technician, and I send an update to the client via the "add follow up" button IN glpi, then that is a technician follow up.
4. If the client emails in response to the ticket creation notification, THAT is a follow up.

But thank you for stating the obvious

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: What are the differences between add follow up & new followup?

6. Discussion are always welcome
Not permitted are however:
- vulgarities, attacks, insults and spamming
- vulgar, bawdy, nasty, provoking and racist contributions as well as discussions about illegal topics
- adverts and the offering of and searching for chargeable services
- contributions affected by copyright, e.g. song texts, scans, ...
- the appraisal and recommendation of products
- cross posts (i.e. the posting of the same article on various forums)

Best Regards - my last response

ps:
add followup fires if you create a new followup.
update followup fires if you update an existing followup. (Change the content of an existing follwup.)

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GLPI 9.3.3

Telecine-Justin

Member

Registered: 2015-03-25

Posts: 106

Re: What are the differences between add follow up & new followup?

ok, so add follow up is what i want to use.
how do i remove the creator of the followup from the email notification?

Youssef Baha

Member

Registered: 2016-08-26

Posts: 1

Re: What are the differences between add follow up & new followup?

you may wanna create a new post for that question "cause no one will repond after look at this conversation

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: What are the differences between add follow up & new followup?

You just delete notification based on the event Update followup (or deactivate it)

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SKDJ

Member

Registered: 2023-08-04

Posts: 4

Re: What are the differences between add follow up & new followup?

I can see why this question was asked. I can also understand the frustration though I think If I would read and write French, this forum may be a better source of information. So that is 'My Bad'. That set aside, I would like to add a question to specify the original question.

In the 'Notifications' and Notification Templates that belong to them, If it is about 'Changes' I can find under 'Events', as I believe the OP means, a mention of 'New Followup' and 'Update of a Followup'. I cannot seem to find what this event means. The event is also used in 'Tickets'. In tickets I seem to get a triggered email when I use The button: 'Answer' followed by 'Add' after I fill up the Answer form.

Are Followups all conversation fields in the (default) center of a Ticket or a Change? Are Followups therefore all 'Added' 'Answers' by email or directly into the Ticket or Change?

Please advise.