Forum GLPI-Project

clutch69rs

Member

Registered: 2021-07-21

Posts: 15

Followup author is receiving email notification of their own followup

Hi,
We have an issue that is annoying our end-users. When they submit a followup via email, they receive an email notification of the followup. This causes unnecessary distraction/email traffic; they don't need (or in our case, want) to be reminded of something they know they just submitted. This problem does not occur when the followup is submitted from within GLPI. We would be open to paying for development of this setting, since we can't put GLPI into production until we resolve it. Thank you in advance for advice/help

GLPI version 9.5.3

rokoyato

Member

Registered: 2020-08-13

Posts: 34

Re: Followup author is receiving email notification of their own followup

Hi,

No need to pay someone ! If I understood your question correctly you simply need to go here : Setup > Notifications > Notifications (again)

Now find the "Add Followup" notification, now go to "Recipients" and remove "Requester"

This should fix your problem

clutch69rs

Member

Registered: 2021-07-21

Posts: 15

Re: Followup author is receiving email notification of their own followup

Thank you for that suggestion, rokoyato. Removing "requestor" would remove all followups. We want the requestor to receive followup notifications for followups they did not author. We don't want them to receive followup notifications for followups they authored.

makeijan

Member

From: Pontevedra, Galicia

Registered: 2008-01-29

Posts: 757

Website

Re: Followup author is receiving email notification of their own followup

This is a feature, not a bug

Notification is a confirmation of GLPI positively receiving the follow-up.

You can disable this behaviour when using the web interface since you already know that the follow-up was added to the ticket.

Regards,

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clutch69rs

Member

Registered: 2021-07-21

Posts: 15

Re: Followup author is receiving email notification of their own followup

Thanks, makeijan

random389

Member

Registered: 2019-12-14

Posts: 29

Re: Followup author is receiving email notification of their own followup

Hi,

Solution for version before 10.3 below ; if you have 10.5, from what I was told by glpi developers on github, this is solved but you must set it up in the general configuration of the entity for the assistance(there is a setting to not notify yourself)

Otherwise this always work :
line 950  src/NotificationTargetCommonITILObject.php
Remove :
    //Send to the ITIL object followup author
                    case Notification::FOLLOWUP_AUTHOR:
                        $this->addFollowupAuthor($options);
                        break;

Kind regards

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lebusinessplan

Member

Registered: 2023-01-26

Posts: 3

Re: Followup author is receiving email notification of their own followup

Hi,

Solution for version before 10.3 below ; if you have 10.5, from what I was told by glpi developers on github, this is solved but you must set it up in the general configuration of the entity for the assistance(there is a setting to not notify yourself)

Otherwise this always work :
line 950  src/NotificationTargetCommonITILObject.php
Remove :
    //Send to the ITIL object followup author
                    case Notification::FOLLOWUP_AUTHOR:
                        $this->addFollowupAuthor($options);
                        break;

Kind regards

Hi !

i've the same issue and i trying your fix.
I didn't found the option for disable the notification to "yourself" and remove the line 950 didn't works for me too...

How did u do ?
When the technician send an answer, he receives his own followup, same for requester, it's annoying, there is a solution ?

regards

Last edited by lebusinessplan (2023-01-26 13:16:39)

SDLTom

Member

Registered: 2023-06-01

Posts: 2

Re: Followup author is receiving email notification of their own followup

Good Morning

Does anyone have a solution yet to stop mailgate followups from sending out a followup to the author?

My main concern is adding suppliers to tickets. If it is a software support company for example with another ticketing system we could end up in an endless loop of tickets.

Thank you

Tom

gustavoberman

Member

Registered: 2022-06-19

Posts: 4

Re: Followup author is receiving email notification of their own followup

I'm having the same concern
Commenting out those lines doesn't change the behavior
And I don't see an option for "not sending email to the creator of the followup"

mimix

Member

Registered: 2023-09-15

Posts: 3

Re: Followup author is receiving email notification of their own followup

I am currently encountering the same problem and this behavior is absolutely an obstacle to the adoption of GLPI within our company.
Which for me is extremely unfortunate because I am convinced of the product, would it not be possible to propose a solution?

Kaya84

Member

Registered: 2019-06-13

Posts: 196

Re: Followup author is receiving email notification of their own followup

Setup -> notification , remove the group from "recipients" leaving only "requester" doesn't work?

edm

Member

Registered: 2023-09-04

Posts: 1

Re: Followup author is receiving email notification of their own followup

Setup -> notification , remove the group from "recipients" leaving only "requester" doesn't work?

Yes but there is still the issue for the requester. When requester add followup, an email sent to him (with his own followup)

jcasanellas

Member

Registered: 2023-09-27

Posts: 4

Re: Followup author is receiving email notification of their own followup

I have the same problem with glpi 10.0.9 version, have you found a solution?

Thanks

arthur.r.schaefer

GLPI Tech Writer at Teclib'

From: Igrejinha, RS - Brazil

Registered: 2013-03-01

Posts: 11

Website

Re: Followup author is receiving email notification of their own followup

Try going to Setup > General > Default Values > Notifications for My Changes -> Set to No

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GLPI Tech Writer @ Teclib'
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jcasanellas

Member

Registered: 2023-09-27

Posts: 4

Re: Followup author is receiving email notification of their own followup

Hello,
That solves that the technician does not receive his own message.
The customer sends everything by email, he doesn't want to use the portal, so when the customer answers a ticket via email he receives a copy, I have seen several posts with the same situation.

I am still looking for an option...

Thanks for your help

Changemanager

Member

Registered: 2023-02-21

Posts: 39

Re: Followup author is receiving email notification of their own followup

"Version 10.1.0, I think, will bring notification filtering, and that should help us."

zekaleka

Member

Registered: 2023-09-14

Posts: 28

Re: Followup author is receiving email notification of their own followup

Now sandboxing as "outside customer", when I replay to created ticket by email, Im receiving notification "New followup" with text which I replayed.
Using 10.0.10
I hope this will be fixed in 10.1.0

BR,
Zekaleka