Forum GLPI-Project

WebGreg

Member

Registered: 2020-02-27

Posts: 740

[SOLVED] [GLPI 10.0.7] How to add a reply to a ticket

Hi

How can a user reply to a ticket? When it enters the application, it only has the "ask for validation" option. I checked the profile settings and I don't see an option to add a reply. This is a simplified view.

Last edited by WebGreg (2023-06-28 07:59:03)

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

ihkrt

Member

Registered: 2023-05-23

Posts: 20

Re: [SOLVED] [GLPI 10.0.7] How to add a reply to a ticket

Hi WebGreg,

I think you are searching for the "Add followup" setting in the profile > helpdesk tab.
Not sure if it's exactly named like this but it has to be something named followup.

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Server: GLPI 10.0.15 FreeBSD 13 NGINX
Plugins: Additional fields 1.21.8, News 1.12.2, Data injection 2.13.5, Form Creator 2.13.9, Glpisaml 1.1.6

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: [SOLVED] [GLPI 10.0.7] How to add a reply to a ticket

Hi.

Yes but simplified environment doesn't have it. I don't know why. I understand simplifying the view, but completely taking away the ability to grant permissions to certain functionality - wrong idea.

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: [SOLVED] [GLPI 10.0.7] How to add a reply to a ticket

Followups are definitely available in the simplified interface. What does the button say at the bottom of the timeline?
This is what I see in my Self-Service profile:

The "Answer" button is the button to add a followup. The other options are in the side menu.

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: [SOLVED] [GLPI 10.0.7] How to add a reply to a ticket

Hi cconard96

After you screenshot I searched and found that I was looking at the wrong permissions because I was watching: Assistance > Tickets > ADD FOLLOWUP.
But I should: Assistance > Followups > ADD FOLLOWUP

I was confused by two issues - in the standard interface these permissions look a bit different, and I was additionally confused by the translation - after changing to English I caught it.

Thank you.

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS