Forum GLPI-Project

oneill2john

Member

Registered: 2022-05-07

Posts: 58

Everyone should receive ticket notifications until ticket assignment

Is it possible to set ticket email notifications in the following way:

• When a user creates new ticket, all admins/technicians should receive email notification - this part I already have working fine

• All admins and technicians should receive email notifications for every follow-up for that ticket, no matter who sends it. They should receive all until a ticket is assigned to some technician.

• Once a technician is assigned to ticket, all follow-up email notifications should be only between technician and requester (user)

In other words, everyone can see every reply and receive every follow-up notifications. But once a ticket is assigned to some technician, all further notifications are only between technician and user.

I had this ticketing behavior in my old ticketing system, so now I'm trying to accomplish the same in GLPI.

EDIT: Solved, see my solution at the end of this topic.

Last edited by oneill2john (2022-08-11 10:23:34)

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Everyone should receive ticket notifications until ticket assignment

Dynamically assigning notification recipients is not currently a feature of GLPI. However, it could be possible to do with a plugin. In the past, I had used the "add_recipient_to_target" plugin hook to globally exclude certain groups from getting notifications even if for example they were a requester but the notification was set to send to the requester (These were students that had tickets entered and handled via a staff member). The plugin hook is intended for adding new targets (the calculated user recipients), but you can also use it to remove targets that have already been added by GLPI itself.

You can request this feature for GLPI on the UserEcho site:
https://glpi.userecho.com/

If you wanted to attempt to implement this as a plugin, here is the link to the starter plugin, the example plugin, and the developer documentation to get you started:
https://github.com/pluginsGLPI/empty
https://github.com/pluginsGLPI/example
https://glpi-developer-documentation.re … index.html

You may also choose to contact a GLPI partner to have this developed:
https://glpi-project.org/partners/

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oneill2john

Member

Registered: 2022-05-07

Posts: 58

Re: Everyone should receive ticket notifications until ticket assignment

Thank you for your reply, but I'm not a developer so don't how to use information you provided.
I guess I'll have to find another way to accomplish this.

However, I wonder how is this situation imagined to work in GLPI, what is default action for something like this?
If I assign "Technician A" to a "Ticket 01", I don't want "Technician B" to keep receiving email notification about "Ticket 01" since from that point on this conversation is only between a user and "Technician A".

makeijan

Member

From: Pontevedra, Galicia

Registered: 2008-01-29

Posts: 774

Website

Re: Everyone should receive ticket notifications until ticket assignment

Hi,

Create a group.
Add all techs to that group.
Create a business rule to add this group automatically to the tickets. Set also status to new, to help locating tickets without techs.
Enable the new tech group assignment notification. All group users will be notified when the group is added.
Enable the followups notification for requester and assigned techs (not for groups).

Pretty much that's it

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oneill2john

Member

Registered: 2022-05-07

Posts: 58

Re: Everyone should receive ticket notifications until ticket assignment

@makeijan, thank you for your reply, but that didn't help me.
I did however used part of your reply and managed to solve my problem so I'm marking this topic as solved.

Here is how I did it, step by step, in case someone else has this problem:

1. Download and install Behaviours plugin from here:

   https://plugins.glpi-project.org/#/plugin/behaviors

2. Once Behaviours plugin is installed, in your GLPI administraton go to Setup > General > Behaviours

3. Here find option Single technician and group and set it to Single user or Group. Click Save.

4. in your GLPI administration panel go to Administration > Groups.
   Create a new group and place all of your technicians in it.

5. In your GLPI administration panel, go to Administration > Rules.
   Click on Business Rules for Tickets.

   Create a new Ticket rule:
   - Criteria: Status is new -> it will search all tickets that have status "New"
   - Action:
   1. Technician Group assign "your group you created in step 4" -> this will assign your created group to any tickets that have status "New"
   2. Status assign new -> this will assign tickets back to status "New", because once you assign your group to a ticket, it will have a status "Processing". I didn't want that, that's why I added this second action.

6. Go to Setup > Notifications > Notifications, and find "Add followup" notifications.
   Under Recipients make sure you have the following: "Groups in charge of the ticket", "Requester", "Technician in charge of the ticket" (and all others you need)

And that's it.

With this I have achieved the following:
User sends a ticket using email.
All technicians will receive "new ticket" notification. Any technician can write replies and ALL other technicians (and user/requester) will receive those replies.
Once a single technician is assigned to the ticket, from this point on, only a user and this technician will exchange replies (followups). Other technicians will NOT receive those replies.