Forum GLPI-Project

nbrothers

Member

Registered: 2023-04-04

Posts: 10

Run Rules on Followups

Hey all!

I am trying to recreate a function I have used before in other ticketing systems, which is email commands like in Spiceworks Tickets Anywhere. These email commands allow you to put a certain term in the body of a ticket/email and have the ticketing system perform certain automatic actions, such as assigning a user.

An example I have is the #nb command. Which is:

Criteria: Description contains "#nb"
Actions: Assign user nbrothers

This searches all incoming tickets so that myself and my colleague can shorthand certain characteristics of a ticket during input.

However, I would also like to run rules on any followups, so that if I am responding to a ticket via email, I can include #close and my rule will be followed to close the ticket.

As best as I can tell, the rules engine only applies upon original ticket creation, or if I go back up to the original ticket and use the Edit function.

Is there any way to re-trigger the rules engine on subsequent entries on a ticket?

Thanks very much in advance if anyone has any insight.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Run Rules on Followups

Ticket rule criteria do not apply to followups, tasks, solutions, or validations.

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GLPI Collaborator and Plugin Developer.
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nbrothers

Member

Registered: 2023-04-04

Posts: 10

Re: Run Rules on Followups

Good morning! Thank you for your reply!

Does anyone know whereabouts in the code the rule engine gets called? I am interested to sleuth through the code and see if it's something I could re-scope to also include followups. If anyone could help me narrow down that search I would appreciate it