You are not logged in.
Hello all and thank for this amazing software ( and help )
I would like to send ticket notifications from a sub-entity to users under root entity , and its not working .
I have a Root entity and then 3-4 sub-entities as we will have separate ticketing flows for different departments ( so different email receivers and different agents ) .
All the users by default belong to the root entity - as they will submit tickets in all sub entities . Also all users are under a "user" profile with simplified interface and they can only see their tickets and reply to them .
When a user send en email to one sub-entity eg. IT , and we reply to a ticket , the requester doesn't get any emails ( for new ticket , follow up or solving/closing the ticket )
Tried all Request Sources in case default HelpDesk is the culprit , but also failed .
If the technicians ( that belong to this sub-entity) open a test ticket , they receive all the notifications .
I found online a comment that the users need to be in the same sub-entity to see notifications from it , but haven't found it in the official documentation , or if I can go over it with the proper configuration .
I configure the notifications in sub entity level , as recommended . Still no notification for the requester .
Also checked several times that requester and watcher are in the recipient list of the several notifications about tickets .
I am in dead end , and this is the last crucial functionality I am trying to set up in the system .
Is anyone able to point out my mistake here ?
GLPI 10.0.6
Last edited by Sizuka (2023-03-02 16:01:18)
Offline
After a lot of experiments , I realize that in order for users to receive automatic notifications from a sub-entity ticket they also need to belong to this sub-entity .
By been in Root entity they are not authorized them by default to the sub-entities , to even receive email notifications from a sub-entity .
The solution was to add all my simple ( non agent ) users in a user profile and then assign them to all the sub-entities .
That allowed them to login and be able to see all their tickets that are open to the several sub-entities ( for that they need to select all entities ( eye icon ) in the User top right drop down .
Offline