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#1 2020-06-05 21:25:56

fricau
Member
From: Murcia (ESPAÑA)
Registered: 2010-02-25
Posts: 25

Mailgate doesn't create mail followups since Changes and Problems

Dear GLPI Team:

Since Changes and Problems can send followup notifications too, users and customers think they can do do the same like Tickets: response to email and then create a new followup.

So, if followup is now ITILfollowup (for all process in GLPI) then, maybe mailgates should do it with all processes?. It's in the roadmap?

Thank you,

Regards


ITSM Quality Processes
Working with GLPI since 2008...
Prod.: v.9.1.6 - Apache 2.4.10 (Debian) - MySQL 5.7.10 - PHP 5.6.30
Test.: v.9.4.5 - Apache 2.4.10 (Debian) - MySQL 5.7.22 - PHP 5.6.40

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#2 2020-06-05 22:02:44

Mysterehyde
Member
Registered: 2020-05-18
Posts: 24

Re: Mailgate doesn't create mail followups since Changes and Problems

Hi,

You mean that when the collector receive a mail from a known address with a referenced mail object, it should add a followup? It would ease the process for customers as they don't have to connect to glpi to add followup and informations, they do it just by responding e-mails. Is that what you are looking for?

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#3 2020-06-07 23:58:57

fricau
Member
From: Murcia (ESPAÑA)
Registered: 2010-02-25
Posts: 25

Re: Mailgate doesn't create mail followups since Changes and Problems

Hi,

Yes it is. That functionality already exists through Administration> Receivers (mailgates), but only for Tickets.

In our organization (currently with GLPI 9.1.6) we have activated for years the register and follow-up by mail that creates new or updates Tickets because it's the only class that "mailgate" recognizes. Now we are going to migrate to the GLPI version 9.4.5 that incorporates new notification events for Problems and Changes, like "New follow-up".

I ask or suggest if it's possible for the "mailgate" class to evolve, not to record new problems and changes, but tracking follow-ups to existing problems and changes. Otherwise,  when we activating these new notifications for problems and changes, I think that users will do the same way as with tickets and will lose follow-ups for problems and changes.

Thank you,
Regards.


ITSM Quality Processes
Working with GLPI since 2008...
Prod.: v.9.1.6 - Apache 2.4.10 (Debian) - MySQL 5.7.10 - PHP 5.6.30
Test.: v.9.4.5 - Apache 2.4.10 (Debian) - MySQL 5.7.22 - PHP 5.6.40

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