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Hello,
in our installations only technicians have accounts, someone who wants to open a ticket just sends an e-mail and it will open the ticket via mailgate.
Followups are send back to the requester by mail, they can answer, everything as wanted.
When we write a private followup in a ticket, there is only a mail to the technicians not to the requester, as configured and wanted.
But as soon as we send a normal followup afterwards the private message is shown in the mail send to the requester aswell.
Is there anyway to differenciate between followups and private followups so we can edit our e-mail template (excluding private follow ups) and if there is, how to make sure that technicians still can see the private followups in their e-mail update?
Thanks in advance!
Best regards
Stein
Edit:
we are using glpi 10.0.9
Last edited by Stein (2023-09-26 18:09:37)
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https://github.com/glpi-project/glpi/pull/14988
Do the requester have multiple profiles?
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Hey !
I do not excatly know, since the requester do not have user accounts but create tickets per mailgate and "allow anonymous ticket creation (helpdesk.receiver)" and are set as requester by the "Allow anonymous followup (receiver)"
It is my understanding that these requesters automatically get the "Self-Service" Profile, which has no rights to see private followups.
As far as testing goes with an actual glpi account, this account can´t see the private followups in the helpdesk website (as intented) but still gets the very same private messages when sending him an e-mail followup after a private one was posted.
Our "Add Followup" e-mail template uses "##FOREACH LAST 3 timelineitems##" in followup e-mail generation for overview purposes, this should be where this problem is generated, since timelineitems does not seem to differenciate between private or not.
Maybe there is a Tag which can check for private yes/no status of the timelineitem?
I was thinking "##timelineitems.type##" could provide this feature but was not able to find any documentation on tags and didn´t had any time to try and error for now.
Best regards
Stein
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I cannot confirm this. I've tested it with an external mail and normal users and don't see such behavior!
I am on 10.0.10
Using:
##FOREACHtimelineitems##
##timelineitems.typename## by ##timelineitems.author## (##timelineitems.date##):
##timelineitems.description##
##ENDFOREACHtimelineitems##
So there is definitely something messed in your config. Try so see if with my config there is the same behavior and if so start getting back to default until you find the issue.
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Hey,
thank you for the input.
I will update to 10.0.10 and try it out again, if error persists i will try to fiddle around with the configuration a little.
This could take some days since i need to make room in my schedule first.
I will keep this thread updated best i can.
Till then !
Stein
Edit:
Do you, or anyone reading this thread, know about some kind of documentation for tags?
Last edited by Stein (2023-09-28 10:11:14)
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same probleme on 10.0.9,
##FOREACHtimelineitems##
[##timelineitems.date##]
##lang.timelineitems.author## ##timelineitems.author##
##lang.timelineitems.description## ##timelineitems.description##
##ENDFOREACHtimelineitems##
With these variables, emails arrive with a mixture of private and public responses, also mixing attachments. The user only has one profile and it is "self-services". It is a very serious privacy and security issue.
/glpi/pull/15297
need to update to 10.0.10...
Last edited by Changemanager (2023-10-09 17:56:32)
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By the way, tags documentation is found in the template edition form under the button "See list of tags available".
Will upgrade to 10.0.10 too then.
Thanks for your thread and information.
And it works (for those who didn't look for the BUG report posted before).
Last edited by ph.adam (2023-10-17 23:03:35)
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