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Hi, I'm new to GLPI, I think it's great.
I realized that when answering a ticket from the email, it sends another email to the client. I would like this not to happen, I am using Add Followup Notification, GLPI version 10.0.0.2
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If not, it is possible to modify the template.
I imagine:
if customerReply {
"Thank you for responding, we will respond as soon as possible. It is not necessary to respond to this Email"
}
My Template:
##ticket.action##: ##ticket.title##
##FOREACH LAST 3 timelineitems##
##timelineitems.author## - ##timelineitems.date##
##timelineitems.description##
##ENDFOREACHtimelineitems##
##lang.ticket.description##:
##ticket.authors## - ##ticket.creationdate##
##ticket.description##
Last edited by mariano (2022-07-22 21:07:53)
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Hi,
There are basically two levels on which you can introduce variations in the notification stream. The first level is at the ticket flow level. At this level 'actions' are used to trigger specific notification templates. The second level is inside the linked template where you can use certain static ticket attributes to decide what to do. For instance, if the ticket status is pending or active show different outputs. Because there is no static ticket attribute that will help you discriminate between different sources (would be a dynamic or derived attribute that as far as I am aware GLPI does not offer) of followups, it makes sense to change the behaviour on the first level.
The action you are describing is called "add follow-up" on the action level you can actually configure 'who' to include in the notification flow. The easiest fix would therefor be to simply not include the 'requester' in the add-followup notification. To change this you want to:
1. Browse to Home > Setup > Notifications
2. Select notifications;
3. Find Add Followup (event New Followup);
4. Select Recipients in the property tab;
5. Remove the 'Requester' recipient.
The problem with this obviously is that updates done by the engineer will no longer be send to the requester as well. An alternative could be to use the ticket status to distinguish between the both, but this will add allot of additional administrative tasks to the engineer maintaining the correct status. For instance, put the ticket in pending when a customer response is required and puting it in active when no response is required and then distinguish using this specific property inside the ticket template.
Example:
##IFticket.storestatus=4##
##ENDIFticket.storestatus##
+--------+-------------------------------------------------+
| status | name |
+--------+-------------------------------------------------+
| 1 | Ticket New |
| 2 | Ticket Processing (Assigned) |
| 3 | Ticket Processing (Planned) |
| 4 | Ticket Pending |
| 5 | Ticket Solved |
| 6 | Ticket Closed |
+--------+-------------------------------------------------+
Rgrds,
Last edited by chris.gralike@amis.nl (2022-07-24 12:48:16)
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Thanks chris.gralike@amis.nl, I want do this:
"For instance, put the ticket in pending when a customer response is required and puting it in active when no response is required and then distinguish using this specific property inside the ticket template."
I did not find where the ticket status change is configured when the response is received. Could it be in Rules?
Last edited by mariano (2022-07-25 16:00:30)
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Thanks for helping,
When support response they must active Pending and when customer response the ticket change to Processing (2).
So on the template i use:
##IFticket.storestatus=4##
##ENDIFticket.storestatus##
Last question, when the support answer, is it possible that it always changes the status to Pending automatically when he answers?
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@mariano did i do it? I'm looking for the same solution
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