How to set the auto assign the ticket entity?

JamesChimHK · 2016-02-29 05:04:09

Dear,

How to set the auto assign the ticket entity?
1. AUSER-01 send email to helpdesk@a-company.com will assign ticket entity is A-Company
2. BUSER-01 send email to helpdesk@b-company.com will assign ticket entity is B-Company

Currently, AUSER-01/BUSER01 send email to helpdesk@A/B-company the ticket entity is root entity (One Company Entity).
On A-COMPANY Entity cannot set the ticket. we need to manual transfer the ticket from root entity to other sub-entity.

Entity Sample:
One Company Entity (root entity)
| |
A-COMPANY B-COMPANY
| |
AUSER-01 BUSER-01

orthagh · 2016-02-29 09:37:24

In "Administration > Rules > Rules for assigning a ticket created through a mails receiver", you can define a set of rules for refusing email and also for setting entities.

Muilton · 2016-02-29 09:38:21

Use Administration-> Rules -> Business rules for tickets. Add new Business rule and use creterion and action.

LaDenrée · 2016-02-29 09:41:23

Hi,
Ausers should be post only on entity A ( administration>users>habilitations tab)
Busers should be post only on entity B

you can set rules for assigning ticket to entity from mailgates :
1) set entity mail domain for entity A & B ( administration>entities)
2) administration>Rules>assign entity from mailgate
logical operator : "AND"
criteria :
mail domain is known
header matches regular expression /@(.*)/
Action :
assign from regular expression value #0

JamesChimHK · 2016-03-02 06:20:51

Hi LaDenrée,

I try to follow your's introduction, but failed. I'm use the v0.90.1

1. Click "Administration" -> "Rules" -> "Rules for assigning a ticket created through a mails receiver"
2. Click Default "Root" Rules to modify
3. On the "Criteria" Tab to
- Subject email header is Regular expression matches /(.*)/
- Known mail domain is Yes
4. On "Actions" Tab, you can select (which one is correct)?
A. Entity -> ONLY 1 for Assign -> your sub-entity
B. Entity from domain -> ONLY 1 for Assign the value from regular expression
C. Entity from TAG -> ONLY 1 for Assign the value from regular expression
D. Entity based on user's profile -> ONLY 1 for Assign -> Yes / NO
E. Reject Email

Any one know how to solve the my issue?

LaDenrée · 2016-03-02 09:48:47

Hi,
choose :

B. Entity from domain -> ONLY 1 for Assign the value from regular expression

dont forget @ in expression :

Subject email header is Regular expression matches /@(.*)/

dont forget to set entity mail domain : administration>entities>[My entity]>advanced informations>

JamesChimHK · 2016-03-03 10:13:35

Hi LaDenrée,

Thanks for your help, and I change the subject email header -> from email header is work fine. Is this support multi email domain on Mail domain surrogates entity?

Successful Setting Information
on "Criteria" tab
- known mail domain, is yes
- From email header, regular expression matches /@(.*)/
on "Action" tab
- Entity from domain, Assign the value from regular expression #0

on Entity/Sub-Entity -> Advanced information -> Mail domain surrogates entity
Enter the email domail a-company.com

fbarile · 2016-09-12 17:29:13

how can i assign a ticket to a specific user?
different groups can open ticket and any group's ticket have to assign to a different user.i can't assign ticket to users, i don't have it in the dropdown menu.

LaDenrée · 2016-09-12 21:41:23

@fbarile : please open new subject

glpi version ?

whatever the version : to assign tickets to technicians, the technician should have a valid profil on ticket entity.

basically, techs, have a technician profile on root recursive, so that they can own tickets from sub entities.

fbarile · 2016-09-13 16:52:08

LaDenrée wrote:

@fbarile : please open new subject
glpi version ?
whatever the version : to assign tickets to technicians, the technician should have a valid profil on ticket entity.
basically, techs, have a technician profile on root recursive, so that they can own tickets from sub entities.

a new ticket is open, i don't understand how to make it, can you give me a guide?

fmoya · 2018-01-24 13:30:30

Hello,

Anybody can help me?

I want do the same config above

In entity i config e-mail domain without @ (for example, gmail.com)

In collector Rule i config:

Action

assign from regular expression value , after in blanck box i put #0

But in email gateway log i have an error (and the ticket doens't open)

Reject reason: Impossible to assign the email to entity

The value to action is #0?? I need to do extra config?

Cristian98 · 2019-07-22 09:18:12

Good morning. I used the rule configured by you and it worked perfectly, thank you very much.
The single entities are actually doing their work. If I send an email with a specific domain, it send the tickets to the right entity.
But if I need to receive emails even by other external domains and set root entity to them, what I have to write into the "Advanced Information"? At the moment, without writing anything, when I run mailgate, it doesn't work with anonymous emails and it doesn't pick up the tickets. I need your help!
Thank you!

Cr2zyy · 2021-01-10 23:00:22

LaDenrée wrote:

Hi,
Ausers should be post only on entity A ( administration>users>habilitations tab)
Busers should be post only on entity B
you can set rules for assigning ticket to entity from mailgates :
1) set entity mail domain for entity A & B ( administration>entities)
2) administration>Rules>assign entity from mailgate
logical operator : "AND"
criteria :
mail domain is known
header matches regular expression /@(.*)/
Action :
assign from regular expression value #0

Hello, i tried this but didnt worked.

Its applying the root entity to the tickets (from the root entity rule) instead of checking the rule to apply the correct entity. (yours)

What i'm doing wrong?

Here are prints of my configuration and rules

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#1 2016-02-29 05:04:09

How to set the auto assign the ticket entity?

#2 2016-02-29 09:37:24

Re: How to set the auto assign the ticket entity?

#3 2016-02-29 09:38:21

Re: How to set the auto assign the ticket entity?

#4 2016-02-29 09:41:23

Re: How to set the auto assign the ticket entity?

#5 2016-03-02 06:20:51

Re: How to set the auto assign the ticket entity?

#6 2016-03-02 09:48:47

Re: How to set the auto assign the ticket entity?

#7 2016-03-03 10:13:35

Re: How to set the auto assign the ticket entity?

#8 2016-09-12 17:29:13

Re: How to set the auto assign the ticket entity?

#9 2016-09-12 21:41:23

Re: How to set the auto assign the ticket entity?

#10 2016-09-13 16:52:08

Re: How to set the auto assign the ticket entity?

#11 2018-01-24 13:30:30

Re: How to set the auto assign the ticket entity?

#12 2019-07-22 09:18:12

Re: How to set the auto assign the ticket entity?

#13 2021-01-10 23:00:22

Re: How to set the auto assign the ticket entity?

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