Forum GLPI-Project

kmegli

Member

Registered: 2022-03-08

Posts: 7

Watcher contribution in ticket

Is there maybe a possibility for a watcher to add followup in a ticket? We noticed that users that have Self-service profile only, cannot add followup in a ticket but if a user has an extra profile (self service and technician or any other profile with added rights) assigned can. We have ticketing configured via mail receiver and many tickets come in GLPI with persons in CC that are automatically added as Watchers, and therefore are ment to contribute in a ticket.

The workaround for now is to set the user in watcher as another requester, then they can add comments. But it's really not a solution as the watcher indeed is not the requester and then the statistics won't show the results that we expect.

Or is there another way to sort this out that I am missing?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Watcher contribution in ticket

Done for GLPI 10.
https://github.com/glpi-project/glpi/pull/8992

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GLPI Collaborator and Plugin Developer.
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kmegli

Member

Registered: 2022-03-08

Posts: 7

Re: Watcher contribution in ticket

Great, thanks for the answer.

kmegli

Member

Registered: 2022-03-08

Posts: 7

Re: Watcher contribution in ticket

We are testing now the 10.0.2 version of GLPI and the watcher/observer adding followup still won't work, even though we've set the rights to add followup as observer on the self service profile, as it is seen in the picture below:

(https)://i.imgur.com/zjmRdtj(dot)png

Any idea as this feature would save us a lot of complications. The issue is with the authorizations, when users ask for a share access and put their supervisor in CC when creating the ticket via mail receiver. If the self service profile would be able to add followup, the supervisor would simply reply to the email confirming/rejecting access, but now we have to work it around and set the supervisor also as the request, but that is not the case.

Any suggestions?

random389

Member

Registered: 2019-12-14

Posts: 29

Re: Watcher contribution in ticket

Please active allow anonymous follow up in Configuration>General>assistance

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