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#1 2021-05-05 22:26:02

miguel.lacerda
Member
Registered: 2021-05-05
Posts: 5

Create a new ticket forwarding an e-mail

Hey everyone,

I'd like to know if or how can we setup GLPI to create a new ticket when an e-mail is forwarded to us, but it has to keep all the past messages as well.

Here's an exemple:

Person 01 to person 02
-I need access to Y.

Person 02 to tech@contoso.com:
-Ok.

What i need is that all the messages before the "ok" to be visible in the same ticket when person 02 forward it to the support.

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#2 2021-05-06 18:18:45

oj69
Member
From: Somewhere in the cloud
Registered: 2021-02-01
Posts: 157

Re: Create a new ticket forwarding an e-mail

Is it not easier to tell person01 to send the inquiry to a helpdesk email ? GLPI could import this email ?

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#3 2021-05-07 12:59:25

miguel.lacerda
Member
Registered: 2021-05-05
Posts: 5

Re: Create a new ticket forwarding an e-mail

That's kinda what people usually do, but by doing so, we end up having two tickets for the same issue. But we can't se any other option at the moment.

Somebody suggested this plugin, so i'll be looking into it plugins.glpi-project.org/plugin/approvalbymail

Ty for the reply @oj69!

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#4 2021-05-09 16:15:12

oj69
Member
From: Somewhere in the cloud
Registered: 2021-02-01
Posts: 157

Re: Create a new ticket forwarding an e-mail

The approvalbymail is a plugin where you can manage your approval requests by email without the need to go to GLPI. In any case you need to create a approval request in GLPI first. person01 could create a ticket which must be approved by person02. Is this your business case ?

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#5 2021-05-11 12:47:30

miguel.lacerda
Member
Registered: 2021-05-05
Posts: 5

Re: Create a new ticket forwarding an e-mail

This could work! This could actually solve another issue we're having as well.
Thx for the insight wink

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#6 2021-05-12 21:47:12

oj69
Member
From: Somewhere in the cloud
Registered: 2021-02-01
Posts: 157

Re: Create a new ticket forwarding an e-mail

miguel.lacerda wrote:

This could work! This could actually solve another issue we're having as well.
Thx for the insight wink

welcome

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