Ticketing, practical use when conversing with multiple parties

finalbeta · 2018-12-06 12:29:26

Hi, I'm looking at using the "Tickets/Problems/Changes" part of GLPI for our service desk.
We do all communication for our service desk (mail to customer, mail to supplier, mail to 3th party service desks etc etc) through our ticketing system. (That way everything is logged/tracked in one place).

After playing around with GLPI, I see that tickets don't seem to allow to send a mail to just anyone you want. You seem to be able to set a requester/watcher. But you cannot choose who you will contact. So lets say a customer mails me with a problem. I may have to contact an external supplier (or his boss) for this problem and the customer should not see that communication (or be notified of it). How do I handle that with GLPI? (or am I supposed to do this externally)

How do you people use the system?

Last edited by finalbeta (2018-12-06 14:05:01)

cconard96 · 2018-12-06 13:04:15

Personally, we contact our suppliers through phone, email, or their support system and then copy the relevant details of the conversation in to the ticket.

For us, a fair amount of our suppliers have their own support system we are required to use so we try to be consistent.

finalbeta · 2018-12-10 00:03:06

Thanks for your input cconard96.

I've made a feature request on Userecho about this, https://glpi.userecho.com/communities/1 … n-a-ticket
If anyone else requires this, please give that a vote!

Last edited by finalbeta (2018-12-10 00:03:56)

makeijan · 2018-12-19 00:50:26

Maybe this is not what you want but could be managed on a linked ticket.
One ticket between your client as a requester and you as tech. Linked or parent ticket.
Another with you as a requester and 3rd party support as tech.

Private tasks and followups are a posibility but can't be handled by mail.

finalbeta · 2018-12-20 22:35:52

Thanks for your input makeijan. I will have a look at how smooth this might work when relying on linked tickets.

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#1 2018-12-06 12:29:26

Ticketing, practical use when conversing with multiple parties

#2 2018-12-06 13:04:15

Re: Ticketing, practical use when conversing with multiple parties

#3 2018-12-10 00:03:06

Re: Ticketing, practical use when conversing with multiple parties

#4 2018-12-19 00:50:26

Re: Ticketing, practical use when conversing with multiple parties

#5 2018-12-20 22:35:52

Re: Ticketing, practical use when conversing with multiple parties

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