Forum GLPI-Project

BrainSCAN

Member

From: Spain

Registered: 2006-12-11

Posts: 86

Incident tracking by e-mail

Hello.

I think that this feature currently doesn't exist in GLPI (if it exists please tell me how can I use it):

Many help desks allow users to send them e-mails to ask for help. Currently GLPI allows to seletc E-mail as the source for an incident ticket, but the e-mail and GLPI are disconnected.

I think that it could be great to create an e-mail address just for GLPI, so everytime it receives an e-mail it answers the user giving him a ticket number in the subject of the e-mail. That e-mail could be automatically converted into a GLPI incident (if it has an attach it can be added to the incident).

Done this the technician can see the incident and, when he answers, GLPI automatically creates an e-mail and sends the answer to the user.

As the e-mail contains the ticket number and comes form the e-mail address of GLPI, if the user answers to the technician e-mail GLPI will add the answer to the currently opened incident.

I hope I have explained my idea as it can be understood. I've seen that it is currently under development a webmail plugin, but I don't know what it's supposed to do.

Thanks in advance.

Last edited by BrainSCAN (2006-12-15 11:28:34)

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Incident tracking by e-mail

Already in the TODO list : Ticket #13...

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
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BrainSCAN

Member

From: Spain

Registered: 2006-12-11

Posts: 86

Re: Incident tracking by e-mail

Wonderful, I see that I wasn't the first thinking on this :-)

dagar

Member

Registered: 2006-12-11

Posts: 82

Re: Incident tracking by e-mail

When is the next version of GLPI scheduled which will include this feature?
Thanks

Taras_

Member

From: Russia

Registered: 2006-04-25

Posts: 57

Website

Re: Incident tracking by e-mail

Already in the TODO list : Ticket #13...

I tried to work with tickets via email. Ticket submission works well, but attachments isn't parsed now as i understand (we are using attachments for sending phone calls (call records) to support team when users submitting tickets in work-off time).

Can i add follow-up to ticket by answering to message sent by glpi while creating ticket? Seems to be very useful.

P.S. GLPI 0.7 (as it was on 09.07.2007)

Thanks for help in advance!

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Multiple GLPI instances. Thanks to developers!

yvesdm

Member

Registered: 2007-06-27

Posts: 132

Re: Incident tracking by e-mail

I don't know, maybe i do something wrong, but mail to external is not working for me.
I do this.
Create a ticket as a post-only user
login as helpdesk admin user and assign the ticket to an external company
there is a contact linked to that external company, so I suppose this contact should receive an e-mail with the ticket right? He doesn't....

When I assign tickets to local technicians mail is sent without problems

any suggestions?
Yves
GLPI 0.7beta 10/07/07

EDIT: just checked, I can't find anything of the external company mail in the mailserver logs of the glpi machine also.

Last edited by yvesdm (2007-07-11 18:10:51)