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I'm not sure if this is a bug or some misconfiguration on my part, but ...
I have upgraded my GLPI from 10.0.3 to 10.0.5 and since then I have noticed that I'm not receiving email notifications when a user sends his/hers reply (followup).
Followup is received in the GLPI system where I can see it under Tickets, so the part is working. But if I am assigned as a technician, I will not receive an email notification about new follow-ups.
However, when a user sends ticket, and at that point no one is still assigned to that ticket, all technicians will receive email notification about new ticket received.
Only when someone is assigned to ticket this problem occurs.
And also, for example, if I solve a ticket and users replies to it (and by doing that automatically opens it again) I will not receive an email notification about that.
Which means if I don't check tickets via web interface, me and my technicians will not be aware of user's replies.
All this worked just fine in version 10.0.3 prior upgrade to 10.0.5.
All notifications settings are the same, and no other settings were changed.
Has anyone else experienced this problem?
Last edited by oneill2john (2023-01-27 15:25:27)
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Hi.
If I understand correctly, it is the same problem: https://forum.glpi-project.org/viewtopic.php?id=285257
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GLPI 10.0.7
GLPI-Inventory 1.2.1
Ubuntu Server 20.04 LTS
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I'm not sure if it is.
Problem I have is that technician is not getting email notifications about user's followups (followups are received in GLPI web and I can see them).
This problem started after I updated to 10.0.5.
This worked in version 10.0.3.
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Check: Setup > Notifications > Add Followup? Maybe another notification - you need to test it. It is assigned only requester and watcher - no technician. I think that's the problem.
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GLPI 10.0.7
GLPI-Inventory 1.2.1
Ubuntu Server 20.04 LTS
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I have already enabled both Enable followup and Enable followup via email.
And my "Add Followup" notification also has "Technician in charge of the ticket" as recipients.
All settings are the same as in version 10.0.3 where this worked.
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I have two GLPI installations; one live and one for testing.
Both are experiencing the same problem since updating to 10.0.5.
I just ran couple of tests on my second GLPI installation to confirm this.
Last edited by oneill2john (2022-11-10 13:27:53)
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Another user also has this problem.
Github issue:
https://github.com/glpi-project/glpi/issues/13274Offline
Further testing shows that when a ticket has status "Processing (assigned)" or "New", technicians do receive notifications-
However, when ticket status changes to "Pending" or "Solved", then when a user adds new followup, technicians do not receive notifications.
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I have same problem too with 10.0.5
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This problem is now solved in version 10.0.6.
Last edited by oneill2john (2023-01-27 15:25:36)
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